Goldspin Casino - El jugador cree que el reintegro se ha retrasado.

Good afternoon, i created an account at goldspin casino in january, it was difficult to do all the verifications they asked me to do, but i managed to do it, i played, i made withdrawals without any major problems, at the beginning of may i played again, i had winnings, i asked support if everything was ok with my account and they said yes, i have all the transcripts of all the conversations i had and also several reply emails, to my amazement on saturday the 10th of this month I received a refusal to withdraw, the reason, I needed to send documents again to validate, the validation was quick, on the same saturday after the order to start withdrawing I did so, 5 working days later and several conversations in the chat and by email I am still waiting for the first withdrawal, they always say everything is ok and that they asked for the highest priority for this but without success.

Boa tarde, criei conta no casino goldspin em janeiro, foi complicado fazer as verificações todas que me solicitaram mas lá consegui, joguei fiz levantamentos sem problemas de maior, no início de maio voltei a jogar, tive ganhos, perguntei no apoio se estava tudo ok com a minha conta e disseram que sim, tenho todas as transcrições das conversas todas que tive e também vários emails de respostasl, para meu espanto no sábado dia 10 deste mês recebo a recusa dos levantamentos, motivo, precisava de enviar novamente documentos para validar, lá foi rápido a validação, no mesmo sábado após ordem para começar a fazer levantamentos assim o fiz, 5 dias úteis depois e várias conversas no chat e por email continuo á espera do primeiro levantamento, dizem sempre estar tudo ok e que pediram máximo prioridade para tal mas sem sucesso.

Dear PauloRomeroA,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I have the KYC validated, all the deposit requirements met, I have several transcripts of conversations and emails to prove it, do I have to wait 14 days?

Thank you

Tenho o KYC validado todos os requisitos dos depósitos cumpridos, tenho vários transcrições das conversas e emails a comprovar o mesmo, terei que aguardar 14 dias?

Obrigado

On Saturday 17th I received the first payment and all the others were refused because they reached the daily limit, even though all the withdrawals had different dates. I was informed that I have to wait 24 hours between requests even if they haven't been reviewed, so I'm doing that, I'll let you know if that's the case.

Sábado dia 17 recebi o primeiro pagamento e todos os outros foram recusados por atingir limites diários apesar de todos os levantamentos terem datas diferentes, fui informado que tenho que aguardar 24 horas entre pedidos mesmo que não tenham sido revisados, assim o estou a fazer, irei informar se assim irá ser.

Dear PauloRomeroA, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much have you been able to successfully withdraw so far?

Do you currently have any pending withdrawals waiting to be processed?

Have you already provided the casino with all the documents they requested during the most recent verification process?

Have you received any confirmation from the casino that your verification is now fully completed and everything is in order?

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

Dear PauloRomeroA, after your documents were approved yesterday, have you requested any new withdrawals according to the limits they gave you?

I made a new request for €600 which is the daily limit, by email they say they can make one a day regardless of whether it is still under review, by chat they told me I could make one a day, then with a 24 hour difference and then make it only when each withdrawal is completed, I have done it in several ways and in 4 only one completed the others refused for reaching daily limits being on different days, they can't say how it works for sure, what is certain is that the terms are not respected. Now greatspin appears in their email.

Fiz um novo pedido de 600€ que é o limite diário, por email dizem poder fazer um por dia independentemente de estar ainda em revisão, por chat já me disseram que podia fazer por um por dia, depois com diferença de 24h e depois fazer só quando estiver concluído cada levantamento, já o fiz de várias formas e em 4 só um concluído os outros recusados por atingir limites diários sendo em dias diferentes, não conseguem dizer como funciona com toda a certeza, o que é certo é que os termos não são respeitados. Agora aparece greatspin no email deles.

Dear PauloRomeroA, please wait the full 24 hours from the last withdrawal request you made. We need to see whether it will still be canceled even though you followed the instructions given to you.

Thank you for your help, I will keep you informed. Best regards

Obrigado pela vossa ajuda, irei informando. Cumprimentos

Always the same response from them and always without progress or success.

Sempre a resposta igual da parte deles e sempre sem evolução e sucesso.

Last communication with the casino.

Good morning, after receiving this email so far I have not had any successful withdrawals, only one refused, I asked in the chat and was told that I needed to bet € 5 on slots to meet the requirements, I bet another € 300 in the meantime, but it doesn't make sense since it was a balance of winnings between the 7th and the 10th, the withdrawals were refused due to account verification again, but I did it and with an amount much higher than requested, what happens is that since the 8th I have only had one successful withdrawal and all the others have been refused. I would appreciate an explanation since you mention prioritizing in this email and in other emails.

Best regards

Última comunicação com o casino.

Bom dia , após a receção deste email até ao momento não tive nenhum levantamento com sucesso, apenas um recusado, questionei no chat e foi me dito que faltava apostar 5€ em slots para cumprir requisitos, apostei mais 300€ entretanto, mas não faz sentido uma vez que era saldo de ganhos entre dia 7 e 10 , os levantamentos foram foi recusados por verificação de conta novamente, mas pronto cumpri e com valor muito mais acima do pedido, o que acontece é que desde dia 8 apenas tive um levantamento com sucesso e só recusados todos os outros. Agradeço uma explicação uma vez que mencionam priorizar neste email e noutros emails.

Cumprimentos

Dear PauloRomeroA, could you please confirm whether your current withdrawal requests are still in "pending" status?

Also, when exactly did the casino inform you about the wagering requirement (e.g. needing to bet €5 on slots)?

Good morning, I was informed on Sunday when they refused one of the 4 withdrawals, the earnings from these withdrawals had already been met 15 days earlier, however yesterday they completed another withdrawal and refused another 3 due to daily limits, I was informed by them that I could make withdrawals of €600 every 24 hours regardless of their completion, the same was not true.☹️

Bom dia, informou no Domingo quando recusaram um dos 4 saques, os ganhos desses levantamentos já tinham sido cumpridos 15 dias antes, entretanto ontem concluiram outro levantamento e recusaram outros 3 por limites diários, fui informado por eles que podia fazer saques de 600€ de 24h em 24h independentemente da conclusão dos mesmos, o mesmo não foi verdade.☹️

They've been paying, but always with great difficulty. Since the 7th I've only been able to make 2 withdrawals, the rest are refused for the reasons I've written.

Têm pago, mas sempre com muita dificuldade, desde dia 7 apenas consegui 2 levantamentos, o resto é recusado por as razões que tenho escrito.

Thank you very much, PauloRomeroA, for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you for your attention. 🙏

Obrigado pela atenção. 🙏

Dear PauloRomeroA,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal issues. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldspin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Casino Representative,

We kindly ask for clarification regarding the repeated rejection of the player's withdrawal requests. Could you please explain the reason behind these issues?

Additionally, would it be more effective if the player limited their withdrawal attempts to every other day? Based on the screenshots provided, it appears that daily attempts have not been successful.

We would appreciate it if you could advise on the most reliable approach for the player to successfully receive their funds, and share any specific suggestions or steps that may help facilitate the process.

Thank you in advance for your support and guidance.



Good afternoon, I have received an answer from the casino to my question, could you suggest changing the terms and conditions as they will never be met with the answer given by the casino, and I would like to mention once again that since the 8th I have only been able to make 2 withdrawals and today I have already exceeded the 72 working hours to process another withdrawal.

Best regards

Boa tarde, envio resposta do casino á minha questão, poderia ser sugerido a alteração dos termos e condições uma vez que nunca serão cumpridos com a resposta dada por parte do casino, e aproveito mais uma vez referir que desde dia 8 consegui apenas 2 levantamentos e no dia de hoje já foi excedido as 72 horas úteis de processamento de outro levantamento.

Cumprimentos

Dear PauloRomeroA,

I just wanted to kindly clarify something based on your screenshots and my understanding of how the system works.

From what I’ve seen in similar situations, players usually have the option to cancel a withdrawal before it is processed, while the casino has the ability to reject a withdrawal under certain conditions. Looking at your screenshots, it appears that the withdrawals in question are marked as "cancelled" rather than "rejected."

Would it be possible that the cancellations may have happened unintentionally on your side, before the processing was completed? I just want to make sure everything is clear and properly understood.

I completely understand that you would prefer to receive your money as quickly as possible—many players feel the same way. However, sometimes (and quite often), the process can take a bit longer than expected.

As outlined in casinos terms, section 8.6, the maximum processing time for a withdrawal request is up to 7 business days. It's important to note that this timeline can vary, as the Company does not have full control over the entire process—the final steps are handled by the respective payment method providers.

(8.6. The maximum processing time for a withdrawal request is up to 7 business days. Note that the Company has no full control of this process as the processing is carried out by the payment method providers.)

Thank you for your patience and understanding.

Good morning, all the cancellations were made by the casino, I have all the emails saying they were refused and also in the screenshots in our conversation the casino explains why they were refused. The casino says canceled but the emails say declined.

Regards

Bom dia, todos os cancelamentos foram feitos pelo casino, tenho os emails todos dos mesmos a dizerem recusados e também nas capturas de tela que se encontram na nossa conversa o casino explica o porquê da recusa. No casino aparece cancelado mas nos emails vem recusado.

Cumprimentos

Dear PauloRomeroA,

Hopefully, the withdrawals will be processed without any issues. The timing between them appears to be appropriate, so at this point, it's just a matter of being patient. Sometimes, processing can take a bit longer than stated in their terms, especially during periods of high withdrawal volume.

Good morning, I went back to the chat today and was told what I sent in the screenshot. Best regards

Bom dia, voltei hoje ao chat e foi me dito o que enviei em screenshot. Cumprimentos

Update.

Reported that the survey on the 26th has been completed. 🙂

Actualização.

Informado que foi concluído o levantamento de dia 26. 🙂

Sarah: Hello, thank you for contacting us!]Sarah: Glad to see you, dear Paul! How can I help you today? 😊

Glad to see you, dear Paul! How can I help you today? 😊Paulo: Good afternoon, why have 3 withdrawals been refused? Only one was completed. Thank you.

Good afternoon, what was the reason for refusing 3 withdrawals, only one was completed. Thank you The visitor envied you the file:Sarah: The maximum daily/weekly amounts allowed for withdrawals are as follows: Level 1 and Level 2: daily EUR 700 / weekly EUR 3,500 / monthly EUR 14,000

The standard daily/weekly maximum amounts allowed for withdrawals are as follows: Level 1 and Level 2: daily EUR 700 / weekly EUR 3,500 / monthly EUR 14000]Paulo: I have requests 48 hours apart

I have requests 48 hours apart Paul: At level 1, as you can see in the screenshot, the requests have differences of more than 26 hours and some of 48 hours, as your colleagues asked me.

Tou at level 1, as you can see in the screenshot, the requests have differences of more than 26 hours and some 48h as your colleagues told me to do. Sarah: I completely understand your concern, and you're absolutely right to ask. 🙏 Your daily limit is indeed €600, however, this refers to the amount that can be processed by our payments team per day - not just the moment the order is placed.

I completely understand your concern, and you're absolutely right to ask. 🙏 Your daily limit is €600, but this refers to the amount that can be processed by our Payments Team per day - not just the moment the request is made. Sarah: As withdrawals are processed in a queue, I kindly recommend that you make your withdrawal requests one at a time. As soon as one is processed, you can send the next for a smoother and faster experience on our platform.

As withdrawals are processed in a queue, I recommend that you make your withdrawal requests one at a time. Once one has been processed, you can send the next one for a smoother and faster experience on our platform. Sarah: Thank you very much for your patience and understanding!

Thank you very much for your patience and understanding! Paul: How do I make a daily withdrawal of €700, it only allows one per week, my limit is €700, if you can confirm, since I'm on level 1 and I was told it was €700, I've seen that only making a withdrawal every 8 days will work.

Since I make a daily withdrawal of €700, it only gives one per week, my limit is €700, if you can confirm since I'm at level 1 and was told it was €700, I've already seen that only making a withdrawal every 8 days will work Sarah: I can understand your concern, but the daily limit is calculated on the day the withdrawal is processed.

I can understand your concern, but the daily limit is calculated on the day the withdrawal is processed. Sarah: As withdrawals are processed in a queue, I kindly recommend that you make your withdrawal requests one at a time. As soon as one is processed, you can send the next for a smoother and faster experience on our platform.

As withdrawals are processed in a queue, I recommend that you make your withdrawal requests one at a time. Once one has been processed, you can send the next one for a smoother and faster experience on our platform. Paulo: Is my limit 600 or 700? I'm at level 1?

Is my limit 600 or 700? I'm at level 1 Sarah: You're at level 1 right now on VIP Journey, so your daily limit is 700 EUR.

You're on level 1 right now in VIP Journey, so your daily limit is 700 Paul: Confirmed, so I always do the next one after I finish each one! Thanks and good work. 🙏

Confirmed, so I always do the next one after I finish each one! Thanks and good work. 🙏Sarah: I can see that you initiated a withdrawal today, and it is currently being processed within your account. The standard processing time for the Payments Team is up to 72 working hours (Monday to Friday, excluding weekends and public holidays). I kindly ask you to wait a little longer, as I'm sure the process will be completed very soon for you. Thank you for your patience!

I see that you initiated a withdrawal today, and it is currently being processed in your account. The standard processing time for the Payments Team is up to 72 working hours (Monday to Friday, excluding weekends and public holidays). I kindly ask you to wait a little longer, as I'm sure the process will be completed shortly. Thank you for your patience Sarah: Thank you for your cooperation!

Thank you for your cooperation! Sarah: Have a lovely day ahead!

Have a great day ahead! Paul: Thank you and the same. 🙏

Thank you and the same. Sarah: Your feedback means a lot! If you're happy with the support, a 5-star rating would be amazing. ⭐

Your feedback means a lot!

Sarah: Olá, obrigado por nos contatar!]Sarah: Fico feliz em você ver, querido Paulo! Como posso te ajudar hoje? 😊 

Que bom te ver, querido Paulo! Como posso te ajudar hoje? 😊Paulo: Boa tarde, qual o motivo da recusa de 3 saques? Apenas um foi concluído. Obrigado .

Boa tarde, qual o motivo da recusa de 3 levantamentos, só um foi concluído. Obrigado O visitante invejou-lhe o arquivo:Sarah: Os valores máximos diários/semanais permitidos para retiradas são os seguintes: Nível 1 e Nível 2: diário EUR 700 / semanal EUR 3.500 / mensal EUR 14.000 

Os valores máximos diários/semanais padrão permitidos para retiradas são os seguintes: Nível 1 e Nível 2: diariamente EUR 700 / semanalmente EUR 3.500 / mensalmente EUR 14000]Paulo: Tenho solicitações com 48 horas de diferença 

Tenho pedidos com 48 horas de diferença Paulo: No nível 1, como você pode ver na captura de tela, as requisições têm diferenças de mais de 26 horas e algumas de 48 horas, como seus colegas me pediram. 

Tou no nível 1, como vê na captura de tela, os pedidos têm diferenças de mais de 26 horas e algumas 48h como colegas seus me mandaram fazer. Sarah: Eu entendo completamente sua preocupação, e você está absolutamente certo em perguntar. 🙏 Seu limite diário é de fato €600, no entanto, isso se refere ao valor que pode ser processado pela nossa equipe de pagamentos por dia — não apenas no momento em que o pedido é feito. 

Entendo perfeitamente a sua preocupação, e você tem toda a razão em perguntar. 🙏 Seu limite diário é de € 600, mas isso se refere ao valor que pode ser processado pela nossa Equipe de Pagamentos por dia — não apenas ao momento em que a solicitação é feita. Sarah: Como os saques são processados em uma fila, recomendo gentilmente que você faça seus pedidos de saque de cada vez. Assim que um for processado, você pode enviar o próximo para uma experiência mais suave e rápida em nossa plataforma. 

Como os saques são processados em fila, recomendo que você faça seus pedidos de saque um de cada vez. Assim que um for processado, você poderá enviar o próximo para uma experiência mais tranquila e rápida em nossa plataforma. Sarah: Muito obrigado pela sua paciência e compreensão! 

Muito obrigado pela sua paciência e compreensão! Paulo: Como faço um saque diário de € 700, ele só permite um por semana, meu limite é € 700, se puder confirmar, já que estou no nível 1 e fui informado que era € 700, já vi que só fazendo um saque a cada 8 dias vai funcionar. 

Como faço um levantamento diário de 700€ , apenas dá um por semana, o meu limite é 700€, se puder confirmar uma vez que estou no nível 1 e fui informado que era 700€, já vi que só fazendo um levantamento a cada 8 dias irá funcionar  Sarah: Eu posso entender sua preocupação, mas o limite diário é calculado no dia em que o saque é processado. 

Entendo sua preocupação, mas o limite diário é calculado no dia em que o saque é processado. Sarah: Como os saques são processados em uma fila, recomendo gentilmente que você faça seus pedidos de saque de cada vez. Assim que um for processado, você pode enviar o próximo para uma experiência mais suave e rápida em nossa plataforma. 

Como os saques são processados em fila, recomendo que você faça seus pedidos de saque um de cada vez. Assim que um for processado, você poderá enviar o próximo para uma experiência mais tranquila e rápida em nossa plataforma. O Paulo: Meu limite é 600 ou 700? Estou no nível 1? 

O meu limite é 600 ou 700? Estou no nível 1 Sarah: Você está no nível 1 neste momento na VIP Journey, então seu limite diário é de 700 EUR.

Você está no nível 1 neste momento no VIP Journey, então seu limite diário é de 700 Paulo: Confirmado, então sempre faço o próximo depois de terminar cada um! Obrigado e bom trabalho. 🙏 

Confirmado, então faço sempre o próximo após a conclusão de cada um! Obrigado e bom trabalho. 🙏Sarah: Posso ver que você iniciou um saque hoje, e ele está atualmente em fase de processamento dentro da sua conta. O tempo padrão de processamento pela Equipe de Pagamentos é de até 72 horas úteis (de segunda a sexta-feira, excluindo fins de semana e feriados). Peço gentilmente que você aguarde um pouco mais, pois tenho certeza de que o processo será concluído muito em breve para você. Obrigado pela sua paciência!

Vejo que você iniciou um saque hoje, e ele está em fase de processamento na sua conta. O tempo padrão de processamento pela Equipe de Pagamentos é de até 72 horas úteis (de segunda a sexta, exceto fins de semana e feriados). Peço gentilmente que aguarde um pouco mais, pois tenho certeza de que o processo será concluído em breve. Agradecemos a sua paciência Sarah: Obrigado pela sua cooperação!

Obrigado pela sua cooperação! Sarah: Tenha um dia adorável pela frente! 

Tenha um ótimo dia pela frente!Paulo: Obrigado e o mesmo. 🙏 

Obrigado e igualmente. 🙏 Sarah: Seu feedback significa muito! Se você estiver satisfeito com o suporte, uma avaliação de 5 estrelas seria incrível. ⭐ 

Seu feedback é muito importante!

The casino pays, that's right, the best response I've had, I can only make withdrawals once I've completed what's been requested, so to be fair the casino should change the terms and conditions. The money arrives, but it takes time.

O casino paga, está certo, a melhor resposta que tive, só poderei fazer levantamentos sempre após conclusão do que está pedido, portanto o casino para ser justo deveria alterar os termos e condições. O dinheiro chega mas demora.

Dear PauloRomeroA,

I’m glad to hear that this time, the support team provided clear guidance on what steps to take and what to avoid.

While I understand it may take considerably more time to complete all the withdrawals, it’s reassuring to know that they are eventually processed and the casino does send the funds.

If you prefer, we can go ahead and close the complaint now, since the issue has been identified and clarified. However, if you’d feel more comfortable keeping it open until all your funds have been successfully withdrawn, that’s absolutely fine as well — the choice is entirely yours.

Thank you PauloRomeroA,

I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru