Goldwin Casino - プレイヤーの撤退が遅れています。

Hi, so long story short, on 15 th april i deposited and played with the bonus, i finished wagering and requested cashout of 600 euros on the same day, 3 days later it was canceled with no reason given, i requested cashout of 600 euro again and support told me that it will be put on high priority now. On 21st it was canceled by them saying that in terms and conditions it states that they need to take 100 euro bonus from that amount, i said its fine and made request again, then it was canceled because skrill error, i got bored lated and decided to play with the money. Won over 2000 euros and made withdraw request of that, all that happened on 21st april, till today (28th) my withdraw is still pending and im contacting support everyday and everyday they are saying that your withdraw will be on your account very soon, i just want to add that i am fully verified on their site and there is no reason why my withdraw should be on hold for so long.

Dear Dominik,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, thank you for the reply. I used skrill method and it was skrill error on their side. Withdraw is still pending on my casino account, they didnt process it yet. Everytime i contact support they say its in last stage of process and it will be processed in no time.

Update: i have been trying to reach higher authority of the casino aswell but support either said they are on the meeting or they are not available, that happened couple of times.

Thank you very much, Dominik, for your reply. Have you been advised to use an alternative payment method or given a time frame when the issue will be resolved?

Not at all, no information about payments or time frame just "im sure your withdraw will be processed soon" "it will be with you in no time" things like that. I tried sending finance team emails aswell but i got no answer, apparently support of goldwin cannot contact finance team because its other departament which is kinda fishy to me.

I forgot to add that i played with first deopsit bonus but supportof goldwin eas asuring me that everything with my account is fine, that i didnt breach any terms and conditions and that i will getmy wthdraw "soon" i even have email sent to me (in german) when i was trying to withdraw 600 euro at first that they have to take 100 euro because they have to deduct bonus balance from first deposit bonus and i can apply for withdraw again and it will be processed now.

Thank you very much, Dominik, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Dominik,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and see if I can help.

I would like to invite Goldwin Casino to participate in the resolution of this complaint.

Update.

The withdraw has been successfully processed either i got no email that it has been processed so i am going to wait until i get money and then will come back with anothwr update. Happy that something happened already after 3 weeks of fight. Regards Dominik

Thank you, Dominik, for the update. I’m glad to hear the good news. I’m setting the timer for 7 days. Please keep us posted.

Hi, so it has been a week since they "sent" money and i still didint recieve on my account. I called my bank on friday to check if there was any attempt to put money in from them but there was none. Meanwhile i recieved 5 bank transfers from other casinos and adding to that i am sure that bank transfers to my account take usually up to 24h and max it took ever was up to 48h and through years i recieved hundreds if not thousands of bank transfers. I believe that either goldwin casino didnt send the money or there was some "error" on their side. I tried contacting finance team about it but i got no reply from them as usual, tried support and they told me to contact finance team so it spins in a circle. I have no problem showing my transactions but would prefer to do it through casino guru because this information is private and at this stage i dont trust the casino one bit. This is the worst experience i have with casino ever and its over a month now from the time i requested any withdraws. In my opinion goldwin casino should react to this because thier public reputation is going downhill very fast. Thanks Casino guru team

Regards Dominik

Thank you, Dominik, for letting us know. I’m sorry to hear that. We’ll contact the casino and ask for an explanation, but kindly note that our previous attempts to contact the casino representative were unsuccessful. We haven’t received any response.

Out of nowhere today money arrived to my account. I have sent few emails to finance team and account manager, maybe they worked something up maybe it was just late. Anyway casino guru team thank you for your cooperation and patience. This case can be closed now

Dear Dominik,

I’m glad to hear that. Thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint 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.

Best regards,

Andrej, Casino.guru