Goldspin Casino - Die Auszahlungsanfrage des Spielers verzögert sich.

Hello, I am expecting a refund of €1900 from Gold Spin Casino.

On October 1st, I contacted the casino and requested a refund because my account closure was not carried out properly.

The casino was understanding and granted me a refund.

As a result, I requested limits for my account and informed support several times that I only wanted to use my account to make my withdrawals.

I asked them to please disable the option for me to play games, saying that I have a gambling problem and only want to use my account to make withdrawals because I'm afraid of losing my money.

I had my account blocked for 24 hours a couple of times and only made one withdrawal, until I finally demanded that the account be kept open and restricted so that I could no longer place any bets.

I was then confirmed by the live chat that the account would be restricted and would remain open, but I would only be able to make withdrawals.

Unfortunately, this block was not implemented immediately, so I contacted the casino again via email.

However, one day later my account was still open and unlocked for games as normal.

As a result, I suffered a loss of €1900.

I contacted the live chat again and they apologized, explaining that there are sometimes problems with the support email, and then they immediately blocked my account. After that, I could only make withdrawals, which I did.

Nevertheless, the casino reacted too late, even though I had requested a restriction of my account over several days.

I was instructed to contact them via email regarding a refund, which I did. Unfortunately, I haven't received a reply in six weeks, and despite multiple attempts to contact them, I haven't received any response.

I sincerely hope that the casino will show understanding in my first case and refund my money.

hallo, ich erwarte eine Rückerstattung in Höhe von 1900 € vom Gold Spin Casino.

Am 1. Oktober habe ich das Casino kontaktiert und eine Rückerstattung gefordert, weil meine Account Schließung nicht ordnungsgemäß durchgeführt wurde.

Das Casino zeigte sich einsichtig und gewährte mir eine Rückerstattung.

Im Zuge, dessen habe ich Limits für meinen Account gefordert und dem Support mehrere Male mitgeteilt, dass ich mein Konto nur noch nutzen möchte, um meine Auszahlungen durchzuführen.

Ich habe gesagt, dass man die Option, dass ich Spiele spielen kann, bitte abschalten soll, habe gesagt, dass ich ein SpielProblem habe und nur noch meinen Account nutzen möchte, um die Auszahlung durchzuführen, da ich Angst habe mein Geld zu verlieren.

Ich habe meinen Account ein paarmal für 24 Stunden sperren, gelassen und nur eine Auszahlung durchgeführt, bis ich allerdings gefordert habe, den Account geöffnet zu lassen und so einzuschränken, dass ich keine Einsätze mehr tätigen kann.

Mir wurde dann vom Live Chat bestätigt, dass man den Account einschränkt und er geöffnet bleibt und ich nur noch Auszahlungen tätigen kann.

Leider wurde diese Sperre nicht direkt gesetzt und so habe ich das Casino noch einmal per E-Mail dazu kontaktiert.

Einen Tag später war mein Account jedoch noch immer geöffnet und ganz normal für Spiele freigeschaltet.

Im Zuge, dessen konnte ich einen Verlust von 1900 € erleiden.

Ich habe den Live Chat wieder kontaktiert und man hat sich bei mir entschuldigt, mit der Begründung, dass es manchmal Probleme gibt mit der Support E-Mail und man hat dann direkt die Sperre gesetzt. Ich konnte dann also nur noch Auszahlungen tätigen, was ich auch getan habe.

Dennoch hat das Casino zu spät reagiert, obwohl ich über mehrere Tage hinweg eine Einschränkung meines Kontos gefordert habe.

Ich sollte mich dann bezüglich einer Rückerstattung per E-Mail melden, was ich getan habe. Leider wird darauf seit sechs Wochen nicht geantwortet und trotz mehrmaliger Kontaktversuche kommt hier keine Rückmeldung.

Ich hoffe sehr, dass ich das Casino erneut bei meinem ersten Fall einsichtig zeigt und mir das Geld zurückerstattet..

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Stay safe.

Dear gandhi1988,

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

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

• Could you please specify the precise date on which you submitted your account blockage request? Furthermore, could you provide the exact date the casino implemented the account blockage?
• Is your account currently blocked?
• Is there currently any balance on your player's account, please?
• Could you please share your account blockeage requests with me? Please share the information to my email at [email protected].

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

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Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Hi Katharina, I sent you the email and forwarded a conversation.

I have been locking my account for 24 hours every day since the end of September so that I can make a withdrawal every 24 hours.

This worked perfectly, except for one time, but the casino already refunded me that time.

On October 1st and October 2nd, I contacted the casino several times because I wanted restrictions in place, so that I could no longer place bets, but my account would remain open.

However, this was only stopped on October 4th after repeated requests, even though it could have been done within seconds.

I still hope for a goodwill gesture from the casinos so that they will reimburse me for the loss of €1900 that I suffered on October 2nd and 3rd.

I have also repeatedly pointed out to the casino that I have a gambling problem and am therefore afraid of losing the money.

Hallo Katharina, ich hab dir die Email gesendet und eine Konversation weitergeleitet.

ich habe meinen Account ab Ende September immer für 24 Stunden gesperrt, damit ich alle 24 Stunden eine Auszahlung vornehmen kann.

Dies hat auch wunderbar funktioniert, bis auf einmal, da hat mir das Casino aber schon Geld zurück erstattet.

Ich habe dann am 1. Oktober und auch am 2. Oktober das Casino mehrfach kontaktiert, Da ich eingeschränkt werden will, Dass ich keine Einsätze mehr platzieren darf, mein Account aber geöffnet bleibt.

Dies wurde jedoch erst nach mehrmaligen Nachfragen am 4. Oktober eingestellt, obwohl dies binnen weniger Sekunden getan werden könnte.

Der hoffe ich weiterhin auf eine Kulanz Casinos, damit mir der Verlust, den ich am 2. Oktober und 3. Oktober erlitten haben in Höhe von 1900 € zurückerstatten wird.

Ich habe das Casino auch mehrfach darauf hingewiesen, dass ich ein SpielProblem habe und deshalb Angst habe, das Geld zu verlieren

Dear gandhi1988,

thank you for your message.

I have looked for your email but unfortunately I was unable to locate it. Could you please forward it again? My email is [email protected]. Alternatively, you can share it in this thread.

Looking forward to your email,

Katarina

I sent it again

Habe es erneut gesendet

Dear gandhi1988,

thank you for your message and emails.

I have carefully reviewed the communication provided; however, I could not find any mention of a gambling problem. If this information has been shared with the casino, I would appreciate receiving a copy of that communication via email. My email is [email protected].

Looking forward to your reply,

Katarina

Hello, this was only possible via live chat, as emails were not being received.

However, I have repeatedly requested restrictions on my account and have also repeatedly reported my gaming problem to the live chat.

hallo, das ging nur über den Live Chat, da emails ja nicht empfangen wurden.

ich habe aber mehrmals eine Einschränkungen meines Kontos gefordert und auch mein spielproblem mehrmals dem Live Chat mitgeteilt.

Dear gandhi1988,

thank you for your messages and screenshots provided.

Unfortunately, the omission of mentioning the gambling problem may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Goldspin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina