Golisimo Casino - プレイヤーの撤退が制限されました。

I registered with Golisimo via Playid about a week ago and made my first deposit.

I won big with the first welcome bonus (over €7,000). After fulfilling the wagering requirements, over €6,500 was transferred to my real money balance. I've already successfully completed three withdrawals through Playid (€500 per day). When I tried to request my next withdrawal, I was unable to do so. A message appeared stating that withdrawals were restricted by the casino. I contacted live support, and they told me this was "standard procedure" and that I shouldn't worry, but should send an email to the support team. I did this. First, they cited technical problems, then they informed me that my bank had rejected the withdrawal, and now, after more than ten emails, I've been told it's been forwarded to the responsible team. Since then, nothing has happened, except that I've been blocked from claiming bonuses at all Playid casinos. I won the money honestly and in accordance with the guidelines, and now I have no way to withdraw it. I've never experienced anything like this before. I've been making deposits several times a week at Playid Casinos for some time now and am generally a good customer who has spent a considerable amount of money there. I'm requesting assistance. I have transcripts of the live chat messages, as well as the emails and screenshots.

Ich habe mich vor ca. 1 Woche bei Golisimo über Playid registriert und meine erste Einzahlung getätigt.

Mit dem 1. Willkommensbonus habe ich groß gewonnen (über 7.000€). Nach umsetzen wurden noch über 6500€ aufs Echtgeldguthaben übertragen. Ich habe bereits 3 Auszahlungen ebenfalls über Playid erfolgreich abgeschlossen (500€ pro Tag). Als ich die nächste Auszahlung beantragen wollte, war mir dies nicht möglich. Es wurde eine Meldung angezeigt dass die Auszahlungen durch das Casino eingeschränkt sind. Ich habe den Live Support kontaktiert und dieser sagte mir dies ist "Standard procedure" und ich solle mir keine Sorgen machen und eine Mail an das Support Team schreiben. Dies habe ich erledigt. Erst wurden technische Probleme genannt, dann wurde mir mitgeteilt meine Bank habe die Auszahlung abgelehnt und jetzt nach über 10 Mails wurde mir gesagt es wurde an das zuständige Team weitergeleitet. Seit dem ist nichts passiert, außer dass ich in allen Playid Casinos für Boni gesperrt wurde. Ich habe die Summe auf ehrlichen und den Richtlinien entsprechenden Weg gewonnen und habe nun keine Möglichkeit mir mein Geld auszuzahlen. Sowas habe ich noch nie erlebt. Ich zahle seit einiger Zeit mehrfach wöchentlich in den Playid Casinos ein und bin eigentlich ein guter Kunde der einiges an Geld dort gelassen hat. Ich bitte um Hilfe. Transkripte der Chats mit dem Livechat und auch die Mails sowie Screenshots habe ich.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golisimio Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in? When were your payouts restricted?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good day Tomas,

Thank you so much for your response to my complaint and thank you for wanting to help me with this matter!

Here are the answers to your questions:

1. My account is accessible; I can log in, deposit funds, and play. About a week ago, I deposited another €10 via credit card, hoping it might unlock withdrawals to a different method. I wagered this €10 once, but unfortunately, my hopes were dashed, and withdrawals were still blocked after the wagering requirement was met.

2. My withdrawal option has been blocked since approximately March 2nd.

On Friday evening, I received another email from Golisimo requesting some verification documents after being given various excuses. I uploaded these documents completely and very accurately on Friday. Since then, nothing has happened. I have the feeling it's being deliberately delayed, possibly so I'll lose it again, but I haven't touched another cent and I won't. They haven't responded to my subsequent email either.

I've sent my email history via email. I should also have the transcripts of the live chats somewhere; I'll gladly send them later.

Thank you so much, really, you've given me hope again that something will turn out after all.

Best wishes and have a nice day!

Jannik ****

Guten Tag Tomas,

vielen lieben Dank für Ihre Antwort auf meine Beschwerde und danke dass Sie mir in dieser Angelegenheit helfen wollen!

Hier die Antworten auf Ihre Fragen:

1. Mein Konto ist zugänglich, ich kann mich einloggen, einzahlen und spielen. Vor ca. 1 Woche habe ich nochmal 10€ per Credit Card eingezahlt, weil ich vermutet habe es könnte die Auszahlung auf eine andere Methode freischalten. Diese 10€ habe ich einmal umgesetzt und leider wurde meine Hoffnung nicht erfüllt und die Auszahlungen waren nach dem Umsatz immer noch gesperrt.

2.Meine Auszahlungsmöglichkeit ist seit ca. 2. März gesperrt.

Am Freitag Abend habe ich eine weitere Mail von Golisimo bekommen in der einige Verifizierungsdokumente angefordert wurden, nachdem ich mit verschiedenen Gründen hingehalten wurde. Diese habe ich Freitag direkt vollständig und sehr genau hochgeladen. Seit dem ist wieder nichts passiert. Ich habe es Gefühl es wird absichtlich verzögert, möglicherweise damit ich es wieder verspiele aber ich habe keinen Cent mehr angerührt und werde das auch nicht mehr. Auf eine weitere Mail von mir wurde ebenfalls nicht mehr reagiert.

Ich habe meinen Mailverlauf per Mail zugeschickt. Irgendwo müsste ich auch noch die Transkripte der livechats haben, ich reiche diese gerne nach.

Vielen vielen Dank wirklich, ich habe durch euch wieder Hoffnung dass es doch noch etwas wird.

Liebe Grüße und einen schönen Tag!

Jannik ****

Ah short Update. After uploading all verification documents over 1 week ago, they requested another document 3 days ago (a new Selfie without camera mirroring Feature). They today also accepted this document and now requesting an empty Site and still withdrawals are restricted. I normally now must be fully verified and still they do not let me do my withdrawal.

Dear J3SON,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Thank you very much for your help!

Im here If i can assist somehow or If you need anything.

I really hope with your Help i will finally get my Money.

Thanks!

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Golisimo Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear J3SON,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi