Goldspin Casino - Der Rückzug des Spielers hat sich verzögert.

Hello, the Goldenspin Casino refuses to pay me out. I request documents. I submit everything, and each time they come up with new arguments.

Hallo, das Goldenspin Casino weigert meine Auszahlung, verlange Dokumente ich reiche alles ein und sie kommen jedesmal mit neuen Argumenten.

Dear Hector58,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with Goldenspin Casino regarding your withdrawal.

To better understand your situation, could you please provide more information by answering the following questions:

• What specific documents have you submitted to the casino, and when did you submit them exactly?
• Have any of your documents been approved and verified?
• Which of your documents are still pending verification?
• When was the last time the casino communicated with you regarding the verification of your account?
• What reasons has the casino given for refusing your payout?
• Have you had any previous successful withdrawals from this casino?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello CasinoGuru Team,

I verified myself with my driver's license and that worked so far.

They wanted a PDF of my phone bill with my address on it, which I did. I also provided a PDF of my bank card, front and back. They wanted a copy of how I deposited the money. I should mention that my Google Pay account is linked to my account. But I also took screenshots of that, as well as the email that stated the money had been paid.

Now they want a bank statement from me showing the transaction. I communicated with the casino several times yesterday via chat and email. I logged in for the first time yesterday. There's currently a total of €4,500 in the withdrawal queue, and my balance is €8,000.

Hallo CasinoGuru Team,

Ich habe mich mit meinem Führerschein verifiziert das hat auch soweit geklappt.

Sie wollten Telefonrechnung haben als PDF wo meine Adresse drauf steht, habe ich auch getan. Meine Bankkarte von vorne und hinten diese habe ich auch getan. Sie wollten wo drauf steht wie ich das Geld eingezahlt habe , ich muss dazu sagen das mein Googlepay Konto mit meinem Konto verknüpft ist. Aber davon habe ich auch Screenshots gemacht und auch die E-Mail wo drauf steht das das Geld an den Bezahlt wurde.

Jetzt wollen sie von mir ein Kontoauszug von meiner Bank wo die Transaktion drauf steht. Die Kommunikation fand gestern mit dem Casino mehrmals im Chat und E-Mail Verkehr statt. Ich habe mich gestern das erste Mal bei den Angemeldet. Es sind jetzt mittlerweile in der Warteschlange zur Auszahlung von insgesamt 4500€ und mein Guthaben beträgt 8000€.

Hello CasinoGuru, I've now provided the casino with more documents, including account statements, which actually show that the money was debited from my full name. They refuse and keep making excuses that it doesn't add up and they need more information. I've continued playing during this time, and my current balance is almost €20,000. I've done everything in my power, but they simply won't allow me to withdraw any money.

Hallo CasinoGuru ich habe mittlerweile mehr Unterlagen dem Casino zu Verfügung gestellt unteranderem Konto Auszüge was wirklich zeigt das dass Geld abgebucht ist mit dem vollständigen Namen, sie weigern sich und machen immer mehr Ausreden das es nicht passt und sie noch mehr Informationen brauchen. Ich habe auch in der Zeit weiter gespielt momentaner Geldguthaben beträgt fast 20.000€. Also ich habe alles getan was mir in der Macht liegt aber sie lassen einfach nicht zu das man Geld auszahlen kann.

Could you please specify how many documents you have sent to the casino most recently and the exact dates you submitted them? Additionally, what specific information or documents is the casino currently requesting from you?

Kindly forward the communication between you and the casino’s customer support regarding your account verification to veronika.f@casino.guru.

Thank you very much for your cooperation.

Dear Hector58,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.