Goldwin Casino - プレイヤーの撤退が遅れています。

So, after waiting since 12th April for my withdrawal, I decided to create a complaint here since this is the website where I found this casino and it was labeled as fresh/new casino and didnt have any complaints so I thought I'd give it a go.

I've deposited in total a bit under 800 euros and made my withdrawal on 12th April. My account was verified the very next day.

My winnings are from a cash only deposit.

I did continue depositing and playing after my 1st withdrawal but after days went by and no money received, even stopped that.

No point playing if you're not gonna get paid anyways.

Ever since, I've been told by customer support that "finance is on it", "you'll get your withdrawal soon", "you will get paid" etc.

But on Friday 23rd April, when I logged into my account, I noticed that my withdrawal had been returned to my account balance.

They didn't bother informing me about it and when asked from support why this happened after waiting 11 days, they said it was a Skrill error.

My account doesn't show any failed withdrawal, instead the entire transaction from 12th April is completely wiped away from my account history.

They asked me to create a new withdrawal, and said it would be their highest priority to have it processed. Well, it wasn't. They havent paid that either.

I'm glad I took screenshots, multiple of them, while the withdrawal was pending to verify this thing with Casino Guru folks ever since I initiated the withdrawal on 12th until 23rd when the withdrawal was still pending before they returned the money to my account.

Apparently these people are connected to West Casino. At least it's the same person answering the complaints here and it is for West Casino (on multiple sites). It used to be a good site, and I was really expecting more from these people. After all, they ran a reputable operation in the past.

To be honest, I'm very disappointed by this stalling game with my cashout. I don't mind waiting for a withdrawal a couple of days, even longer if I'm gonna get paid. But with this place, in case anyone thinks of playing at Goldwin Casino, be prepared for a long wait and ultimately, be prepared of not getting your withdrawal at all.

I'm hoping Casino Guru can get in touch with these people, and have this sorted. They should at least remove these non-paying sites from their portfolio.

Cheers.

Dear tiltalite99

Thank you very much for submitting your complaint and for forwarding all the relevant screenshots. I’m very sorry to hear about your problem

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication between you and the casino to petronela.k@casino.guru. Have you been advised when the issue with your preferred payment method will be fixed? Is it an internal casino system issue, or it’s related to your account only?

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

Best regards,

Petronela

I have sent further comments to your email address.

Only reason I know is that the withdrawal was rejected.

That's what live chat told me.

I havent received any information via email then or afterwards.

Personally I find it strange that after 11 days the Skrill withdrawal is just rejected/fails but there is no such failed or rejected transaction in my account transactions.

They didnt inform me about it either.

Only noticed the money back in my account this Friday afternoon but it was still showing as pending Friday morning before that.

Thank you very much, tiltalite99, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tiltalite99,

I looked at your complaint and will do my best to help you. I would like to invite Goldwin Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Got email from the casino.

The funds are once again back on my account.

They claim it's an error with Skrill and it was auto rejected.

At least it's not my Skrill, it has been working properly the entire time and still is.

They have also blocked my account withdrawals now "to prevent auto rejection".

Wasn't given any estimate either when this will be fixed.

For me, this is just another part of the stalling game.

Time for a small update to this complaint.

Since they couldn't process my withdrawal via Skrill, they in the end allowed me to withdraw via bank transfer.

They said they have approved the withdrawal and it's showing as approved in my account transactions as well.

I will reply again to this thread in the upcoming days if I will receive my withdrawal.

Thanks Casino Guru for your assistance 🙂

This complaint can now be closed as resolved.

I received my withdrawal to my bank account a moment ago.

Dear tiltalite99,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru