Goat Spins Casino - 決済が遅延しているとのクレームがあります。

I'm from Tunisia,I received a no deposit bonus code in their telegram channel.i redeemed it successfully and I played it intel the wager requirement. I requested the withdrawal of the max cash out from this bonus. But my withdrawal was denied because my countrie is not eligible to no deposit bonus. I ask why you give it to me and let me play it if I'm not eligible? And it's not explicitly mentioned in the terms and conditions that my countrie is not eligible.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello.

My withdrawal was denied because I'm not eligible to no deposit bonus as they said in their response by mail.

The problem was why they gived me a bonus to play if I can't withdraw winnings. And in their terms and conditions there's no mention that players from Tunisia aren't eligible.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Can you share any information related to the bonus you received (for example, from the Telegram channel or any official source)?

Did you use a VPN at any point while registering or redeeming the bonus?

Is your casino account registered with your real and accurate personal information, including Tunisia as your country?

Could you please share your communication with the casino regarding the no-deposit bonus? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello.

I sent you a screenshot of the email from the casino en response to my withdrawal.

- my full information are correct.my countrie and my email address.

- I never used a vpn

- if I remember the bonus code I received it on their telegram channel.

Thanks for your comprehension

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you biboutou for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Goat Spins Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Dear biboutou, after getting in contact with the casino representative, I was told you should contact the casino directly at [email protected], and they will process the payment. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you Peter for your help.

I contacted the casino as you said above and I am waiting for their reaction. If necessary I can send you a copy of my email.

Dear biboutou, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thanks for your help

Great casino guru

My withdrawal was received.

Dear biboutou,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter