Goldex Casino - Las ganancias del jugador fueron confiscadas.

Very bad casino. I won €17,000. Now the casino is refusing to pay out my winnings because they're asking for some really strange verification steps. Since I paid with Apple Pay, Apple Pay automatically assigns a card number to protect my credit card number. Now the casino is asking for a photo of the card with the visual card number that Apple Pay assigned. I told the casino that there's no such thing, that this number was assigned by Apple Pay, and that I don't have a card for it. Yes, without this card, we can't verify your account. The biggest rip-off. I will definitely be taking legal action against this.

Sehr schlechtes Casino habe jetzt 17000€ gewonnen. Nun weigert sich das Casino mein Gewinn auszuzahlen, weil zu Verifizierung ganz komische Sachen verlangt werden. Da ich mit Apple Pay bezahlt habe, vergibt Apple Pay automatisch eine Kartennummer um meine Kreditkartennummer zu schützen. Jetzt verlangt das Casino ein Foto der Karte von der Visuelle Kartennummer, wo Apple Pay vergeben hat. Ich teilte dem Casino mit, dass es so etwas nicht gibt, dass diese Nummer von Apple Pay vergeben wurde dass ich dazu keine Karte habe. Ja, ohne diese Karte können wir Ihr Konto nicht verifizieren. Die größte abzocke. Ich werde auf jeden Fall mit einem Anwalt dagegen gehen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you verified Apple Pay as your payment method?
• Have you sent any statements or official documents confirming that you are the owner of the Apple Pay wallet you used to deposit money into the casino?
• Have you tried providing a screenshot or a short video from your app showing that you are the owner of the virtual card used for deposits?
• Have all your other documents been reviewed and verified during KYC?

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

Hello,

Yes, I sent the casino all the documents, including original bank statements, screenshots from Apple Pay, and everything else. I even called Apple Pay this morning and asked for written confirmation that the payment was made from my credit card to Apple Pay. I also specifically requested my bank statements as a PDF file this morning and sent them to the casino.

Hallo,

Ja ich habe den Casino alle Unterlagen geschickt Kontoauszüge im Original Screenshot von Apple Pay alles mögliche. Ich habe heute Morgen sogar mit Apple Pay telefoniert und gebeten mir schriftlich zu bestätigen, dass die Zahlung von meiner Kreditkarte auf Apple Pay getätigt wurde. Auch habe ich heute Morgen noch mal meine Kontoauszüge, extra von meiner Bank als PDF Datei angefordert und und dies im Casino zugesandt

It came to verification. After my winnings, my ID was requested, but my address and bank card were already verified. It's just a matter of making the deposit.

Zu der Verifizierung wurde es. Nach meinem Gewinn verlangt mein Ausweis, meine Adresse und meine Bankkarte sind schon verifiziert. Es geht allein um die Einzahlung.

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

Dear pancho2025,

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,

Veronika