Goldwin Casino - プレイヤーが賞金を受け取れずにいます。

Dear Djd455,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldwin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear Djd455,

It is not necessary to upload the documents again. My colleague has forwarded your documents to me. We will wait for the casino's response.

Hello Jana & Liam,

Hope you are both well!

We only process payments to accounts that have been verified. As the player hasn't yet completed the verification the withdrawal can't be processed at this time.

For the verification to be completed the player needs to provide a clear photo (taken in daylight with all the document in the photo and with all the details clearly in focus) of his passport.

This can be uploaded by the player directly in his casino account.

With regards,

Eugénie Lacroix

Dear Djd455,

Please provide the casino with clear photos of your documents to verify your account.

Dear Goldwin Casino representative,

Could you please state the reason why the upload of the player's passport was declined? Could you specify the steps he needs to take to upload his passport in order to fully verify his account?

2/3 are verified its just passport/driving licence

I cant get a picture showing holygram fully with all my details clear. I did.my.driving licence which many many many online gambling companies have accepted even as of 2 months ago. Rolletto I had a 3k win.. kyc.. all good.

Many other exchanges also not gonna go into detail . Have always accepted my id's

Even passport as is has been accepted for other sites and companies.

this company... -.-

Very very very disappointing and has made me

nervous when it comes to other casino sites

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jana & Liam,

Hope you are both well!

The photos of the passport, uploaded by the player on September 16, 2025, have been rejected as they are taken in poor lighting conditions. These don't meet the requirements for verification.

To complete the process the player is required to upload a new photo of his passport, taken in good lighting conditions (preferably daylight) making sure the whole document is visible in the photos, that the document is in focus and all the details are clearly visible.

With regards,

Eugénie Lacroix

I have sent multiple photos and asked for other options . Thats just how the passport is. I can make a short video? Or we can use a official passport verification site?? im willing to work with goldwin.

Solution please ?,I can get it scanned via a official service ?

So it seems that they wont accept any other means of identification. I have asked if there is a official service I can use to print/scan my.passport to them i have had no response just the same answer as before,send a more clear picture.

there are kyc services online where someone sends a link and it does the verification

Hello Jana & Liam,

Hope you are both well!

To complete the process the player is required to upload a new photo of his passport, taken in good lighting conditions (preferably daylight) making sure the whole document is visible in the photos, that the document is in focus and all the details are clearly visible.

`This should be an easy thing to achieve and once you send the new photos the process will continue.

With regards,

Eugénie Lacroix

I will send a new photo and will add Jana to the email as a recipient

Dear Djd455,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have responded and sent you a email sir , theyre still rejecting it.

I have been sending passport photos recently and they keep rejecting it

This isn't closed case this feels like. Ive scammed at this point

Dear Djd455,

you have uploaded the same photo of your passport as before. Please make a new picture of your passport as the casino recommended with all the details clearly visible. When you do so, please send the uploaded document to [email protected]

Dear Djd455,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru