Goldspin Casino - La retirada del jugador se ha retrasado.

I've been trying to make a withdrawal for over two months. I've made over 20 withdrawal attempts, and I've had to chat with the chat every time. Support keeps asking me for new documentation, and I've had over five emails go unanswered. I've never had a problem making a withdrawal, and they're scammers. I've uploaded all the documents I can get, and they more than certify what they're asking for, yet they still refuse.

Llevo mas de dos meses intentando hacer el retiro. Mas de 20 intentos de retiro y hablando con el chat en cada intento. El soporte no hace mas que pedirme nueva documentacion y llevo mas de 5 emails sin respuesta. Nunca me habia costado hacer un retiro son unos estafadores. He subido todos los documentos que puedo conseguir y certifican de sobra lo que piden, aun asi me lo rechazan.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Goldspin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear anuriguen58,

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.

Hi there,

This would be my first withdrawal on this platform, and the last time I sent documents was last week, when I've already given up. There's no way. All my earnings were without a bonus. I've provided my ID, bank statements, online banking statements, and also my traditional banking statements to verify my address. I sent them statements and deposit screenshots, even a payroll because they wouldn't accept any of my documents anymore. It's desperate, and every time I talk to them, they ask for more and more documents that they can't obtain. When I get them, just like they asked for the bank statement, they tell me to send another one. I've been trying to withdraw for over two months, uploading different documents, and nothing. They're making fun of me.

Hola buenas,

Seria el primer retiro en esta plataforma y lanultima vez que envie documentos fue la semana pasada que ya he desistido. No hay manera. Todas las ganancias fueron sin bono. He proporcionado DNI, extractos de cuenta, estados de cuenta de banca online y tanbien debuna banca tradicional para verificar mi direccion. Extravtos y capturas de los depositos incluso una nomina les envie porque ya no me aceptaban ningun documento. Es una desesperacion y cada vez que hablo con ellos me piden mas y mas documentos que no se pueden clnseguir, cuando los consigo como me pidieron el estado de cuenta, me dicen que mande otro mas. Llevo mas de dos meses intentando el retiro y subiendo documentos distintos y nada. Me estan tomando el pelo.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I've already sent you the email. If you need any new or additional information, don't hesitate to ask.

Thanks in advance.

Buenas katarina,

Ya te he enviado el email. Cualquier nueva informacion o informacion adicional que necesites no dudes en pedirmelo.

Gracias de antemano.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello anuriguen58,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Goldspin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello,

Thank you for the opportunity to respond to this matter.

We understand that timely access to your winnings is a fundamental aspect of your experience, and we are dedicated to managing such matters with the highest level of care and professionalism.

The KYC process is an important step in ensuring the security of your winnings and facilitating a smooth withdrawal process. By verifying your identity and account details, we safeguard your funds from unauthorized access. Your security remains our top priority, and we appreciate your cooperation in helping us maintain a safe platform.

That being said, we would like to inform you that your verification process remains incomplete. To proceed, we have already sent you an email outlining the required documents. Once the requested documents are submitted correctly and verified by our relevant team, you will be able to proceed with the withdrawal of your winnings.

Should you have any further questions or concerns, please do not hesitate to contact our support team via chat or email.

We believe these actions demonstrate our dedication and openness to a user-friendly experience.

Thank you for your understanding and cooperation.

Best regards,

Goldspin Team 

Dear anuriguen58,

I understand this situation has been frustrating. However, to move forward, I kindly ask you to review the casino’s latest request and submit the required documents.

If you experience any issues during the process, please let me know.

Best regards,

Attila G.

Hello,

Yes, I do have a problem. The card I used to make the deposits is canceled, and they're asking for photos of both sides of the card. It's an online card, and I don't have it physically. I had to cancel the card because they were trying to charge me.

I've already sent the payment receipts, which include all the information they need to verify the payments. No casino has asked for photos of my card. On the other hand, they're asking for my birth certificate, and I've already sent my ID and a bank statement from a traditional bank that includes my address to prove my address. They're asking me for a lot of useless information that doesn't provide any new information, and a lot of personal information. This doesn't seem normal to me since they have all the necessary information and more. I demand that they proceed with the payment with the information they have. They're making fun of me. I can't send invoices in my name since I'm 25 years old and don't pay any bills at home. I'm fed up with this situation. No online casino has asked me for so much information. I've made withdrawals of €1,500 at others without any problems.

Homa buenas,

si que tengo problema. La tarjeta con la que hice los depositos está cancelada, y me piden fotos de la tarjeta por los dos lados. Es una tarjeta online y no la tengo fisicamente. Tuve que cancelar la tarjeta ya que me estaban intentando hacer cobros en la misma.

ya envié los comprobantes de los pagos donde sale toda la información que necesitan para verificar los pagos. En ningun casino me han pedido fotos de la tarjeta. Por otronlado me piden mi certificado de nacimiento y ya he enviado mi dni y un estado de cuenta de un banco tradicional donde sale la direccion para demostrar mi direccion. Me estan pididendo muchisimos datos inutiles que no aportan nueva informacion, y muchos datos personales. No me aprece normal ya que tienen toda la info necesaria e incluso mas. Exijo que procedan a hacer el pago con los datos que tienen. Me estan tomando el pelo. No puedo enviar facturas a mi nombre ya que tengo 25 años y no pago ninguna factura en mi casa. Estoy harto de esta situacion. En ningun casino online me han pedido tantos datos, he hecho retiros de 1500€ en otros sin problemas.

Dear anuriguen58,

If the casino’s only remaining requirement concerns your cancelled card, your bank should be able to issue a Bank Letter Confirming Card Closure. I recommend requesting this document and sending it to the casino, as it should serve as sufficient proof of your previous ownership of the card.

Best regards,

Attila G.

Hello good,

Look at what the casino is asking me to see if it seems normal to you. Now they've changed their minds and are asking for other things. I'm going to paste the message as is to see if this is normal because it doesn't seem normal to me.

Hello,

We hope this email finds you well.

We understand that the verification process can feel overwhelming at times, and we want to assure you that we're here to support you every step of the way.

To help you successfully complete verification, which is a mandatory requirement, we offer more flexible options for submitting your documents.

For the address, you can provide any of the following:

1. Proof of address in parents' names + Birth certificate

For further clarification regarding the proof of address associated with your casino account, we kindly ask that you upload your birth certificate, along with a utility bill issued to one of the persons legally listed as your parents on the birth certificate:

- Birth certificate

- Utility bill issued to one of your parents, linked to the address associated with your casino account.

2. Selfie+ID in front of the address

To proceed with the verification process, we kindly ask that you provide a photo of yourself holding your ID in front of your address. Please ensure the following:

- Your face must be fully visible without obstructions

- All information in the document must be clearly visible;

- The arm holding the ID must be completely in the frame, including the elbow.

- Your photograph must be taken in front of your address (house or building), with the street, house name, or number visible on a sign.

For the card, you can send one of the following options:

Please provide a card confirmation statement from your Revolut account by following these steps:

Open the Revolut app -> Tap your profile picture or initials in the top left corner -> Documents & statements -> General -> Card confirmation document

If the card has been deactivated, we kindly ask that you contact the card issuers and provide documentation indicating that the required card has been deactivated.

You can securely upload your documents in the verification section of your account, and our team will review them as soon as possible.

If you have any questions or need further assistance, please don't hesitate to contact us. We're here to help.

Sincerely,

GoldSpin Casino Support Team

They're constantly asking me for more and more things just to avoid paying the 220 lousy euros they owe me. I've already sent receipts for the card deposits and everything. I've sent my ID and a statement for the account I used to make the payment. I've also sent a traditional bank statement showing my address and many other documents. Even so, they've continued asking me for things and pestering me for three months, and I'm not going to look for all those documents and take selfies so they can pay me, since I don't see it as even remotely normal. If I have to take legal action, I will, since I'm fed up with it, and I don't intend to get tired of it, since it's my money.

Thank you very much in advance.

All the best.

Buenas,

Mirad lo que me piden desde el casino a ver si os parece normal. Ahora han cambiado de opinion y me piden otras cosas. Voy a pegar el ameil directamente como está para ver si esto es normal porque no me lo parece.

Hola, 

Esperamos que este correo te encuentre bien.

Entendemos que el proceso de verificación puede sentirse abrumador a veces, y queremos asegurarte que estamos aquí para apoyarte en cada paso del camino.

Para ayudarte a completar con éxito la verificación, que es un requisito obligatorio, te ofrecemos opciones más flexibles para enviar tus documentos.

Para la dirección, puedes proporcionar cualquiera de las siguientes:

1. Prueba de dirección a nombre de los padres + Certificado de nacimiento 

Para más aclaraciones sobre la prueba de dirección asociada con tu cuenta de casino, te pedimos amablemente que subas tu certificado de nacimiento, junto con una factura de servicios emitida a nombre de una de las personas legalmente listadas como tus padres en el certificado de nacimiento:

- Certificado de nacimiento

- Factura de servicios emitida a uno de tus padres, vinculada a la dirección asociada con tu cuenta de casino. 

2. Selfie+ID frente a la dirección 

Para proceder con el proceso de verificación, te pedimos amablemente que proporciones una fotografía de ti mismo sosteniendo tu identificación frente a tu dirección. Por favor, asegúrate de lo siguiente:

- Tu cara debe ser completamente visible sin obstrucciones

- Toda la información del documento debe ser claramente visible;

- El brazo que sostiene la identificación debe estar completamente en el marco, incluyendo el codo.

- La fotografía de ti mismo debe ser tomada frente a tu dirección (casa o edificio), con la calle, nombre de la casa o número visible en un letrero. 

Para la tarjeta, puedes enviar una de las siguientes opciones:

Por favor, proporciona un estado de confirmación de tarjeta de tu cuenta de Revolut siguiendo estos pasos:

Abre la aplicación Revolut -> Toca tu foto de perfil o iniciales en la esquina superior izquierda -> Documentos & estados -> General -> Documento de confirmación de tarjeta 

Si la tarjeta ha sido desactivada, te pedimos amablemente que te pongas en contacto con los emisores de la tarjeta y proporciones documentos que indiquen que la tarjeta requerida ha sido desactivada. 

Puedes subir tus documentos de forma segura en la sección de verificación de tu cuenta, y nuestro equipo los revisará lo antes posible.

Si tienes alguna pregunta o necesitas más ayuda, no dudes en ponerte en contacto. Estamos aquí para ayudar.

Atentamente,

Equipo de Soporte de GoldSpin Casino

todo el rato me piden mas y mas cosas con tal de no pagar los 220 cochinos euros que me deben. Ya envie los comprobantes de los depositos de la tarjeta y todo. Mande mi dni y estado de cuenta de la cuenta con la que hice el pago. Tambien he enviado un estado de cuenta de banco tradicional donde demuestra mi direccion y muchos documentos mas. Aun asi me siguen pidiendo cosas y mareando desde hace tres meses y no pienso buscas y pedir todos esos documentos y hacerme selfies para que me paguen ya que no lo veo ni medio normal. Si tengo que ir por una via legal lo haré ya que estoy harto, y tampoco pienso cansarme ya que es mi dinero.

Muchas gracias de antemano.

Un saludo.

Dear anuriguen58,

I understand your frustration. However, the casino’s requirements appear to be consistent with standard KYC procedures. In order to proceed with this case, we kindly ask that you upload the required documents.

Please keep us informed of any further developments.

Dear Goldspin Casino,

We kindly request that you proceed with the payments once the player has provided the aforementioned documents.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hi there,

In the KYC verification process, I already entered my ID and photo. They already have enough documents for proof of address, too. I don't think it's normal that I have to upload a birth certificate just because they don't want to pay me. I plan to take legal action if they don't want to pay me because it's a joke. They asked me for a bank statement from a bank that isn't online, and I gave it to them. Then they kept asking me for things that I can't get.

My street doesn't have a sign with a name where I can take a selfie with my ID in hand. On top of that, it doesn't seem halfway normal to me to have to do that. I'm planning to file a legal complaint against the casino, and then they'll really see where I live. I've provided them with all kinds of documents and I don't intend to provide any more. I live on a block of flats in a very small town, and there are no signs. On top of that, each apartment is individual, and you wouldn't be able to see the number or street address if there were a sign. They're asking for impossible things, and I'm fed up with it. Four months ago, I started the withdrawal process. I've made several withdrawals at various casinos, and they've never, ever asked for this information. They should use the information they already have to make the payment, and if they don't want to pay me, they should state it clearly and stop bothering me. They'll see where I live in court. They have my ID, a statement from my online and regular bank account, a photo of my face, and the deposits I've made, both in screenshot form and as official proof. I repeat, I have NEVER been tricked like this at any other casino, even for larger withdrawals. I don't have any bills in my name since I don't pay anything at home, and they asked me for the bank statement I already sent to prove my work address, and it clearly shows my address. It matches my ID, and they still kept asking for my information. If they haven't paid me yet, it's because they don't want to, because the KYC process always shows me as approved. But then they cancel the payment.

I demand that you pay me my money immediately, and if not, I plan to take it to court and collect more than I am owed.

Hola buenas,

En el proceso KYC de verificacion ya meto mi dni y foto. Para comprobante de direccion ya tienen documentos de sobra tambien, no me aprece normal que tenga que subir el certificado de nacimiento solo porque no me quieran pagar. Pienso ir por vias legales si no quieren pagarme porque es una tomadura de pelo. Me pidieron un estado de cuenta de un banco que no sea online, y se lo pase. Despues me siguieron pidiendo cosas para que no pueda conseguirlas.

Mi calle no tiene un cartel con mombre donde me pueda hacer un selfie con el dni en mano. Encima no me parece ni medio normal tener que hacer eso. Pienso denunciar al casino por vias legales y ahi si que van a ver donde vivo. Les he proporcionado todo tipo de documentos y no pienso pasar ninguno mas. Vivo en una calle de casas en un pueblito muy pequeño y no hay carteles. Encima cada vivienda es individual y no se podria ver el mumero y la calle en caso de que hubiese cartel. Piden cosas imposibles y estoy hasta los cojones. Hace cuatro meses empece el proceso de retiro. He hecho varios retiros en varios casinos y nunca jamas me han pedido estos datos. Que utilicen los datos que ya tienen para hacerme el pago y si no me lo quieren hacer que lo digan claramente y dejen de marear. En el juicio ya veran donde vivo. Tienen mi dni, estado de cuenta del vanco online y del normal, foto de mi cara, los ingredos aue he hecho en modo de captura y en modo de justificante oficial. Repito NUNCA en ningun otro casino me han mareado asi incluso para retiros mas grandes. No tengo facturas a mi nombre ya que no pago nada en casa y me pidieron el estado de cuenta que ya envie para demostrar la direccion que es de la laboral y se ve claramente mi direccion. Coincide con la de mi dni y aun asi me siguieron pidiendo datos. Si no me han pagado ya es porque no quieren porque el proceso KYC me sale siempre que esta aprobado. Pero luego ellos cancelan el pago.

Exigo que me paguen mi dinero de una vez y sino pienso llevarlo a los tribunales y pienso cobrar mas de lo que me deben.

In addition, Goldspin is going to file a complaint with the DGOJ (General Directorate of Legal Entities) for non-compliance with regulations and operating without authorization in Spain. If they don't pay me this week, it's going to be a real pain for them. Due to data protection laws, they also can't ask for a photo of me in front of my home holding my ID. It smells more like a scam than anything else. I don't think you want to go down that road.

Ademas de eso goldspin va a recibir una denuncia por mi parte ante la DGOJ por incumplimiento de normativa y operar sin autorización en España. Si no me pagan esta semana les va a salir mal el estar mareando. Por ley de proteccion de datos tampoco pueden pedirme una foto mia frente a mi domicilio sosteniendo el dni. Huele mas a estafa que a otra cosa. No creo que querais ir por ese camino.

Dear anuriguen58,

We consider the casino’s requests reasonable, as they align with standard procedures required for account verification. Unfortunately, if you choose not to complete the verification process, we will have to reject this complaint, as there will be no further steps we can take.

Please let us know whether you wish to proceed with this complaint.

Best regards,

Attila G.

It's unreasonable, since the photo they're asking for isn't legal in Spain, and I can't provide it either. The casino isn't licensed to operate in Spain either, so they could be in trouble if I get a complaint. I demand that they ask me for another way to prove my address in case I have to do it again, since I did it and they approved it. Then they revoked my approval and kept asking me for more information. What they're asking for isn't legal in Spain, nor are they legal, so they should find a way to ask me for my information that isn't subject to complaints.

No es razonable ya que no es legal en españa esa foto que me estan pidiendo y tampoco puedo proporcionarla. El casino tanpoco tiene permiso para operar en españa asique se les puede caer el pelo en caso de denuncia. Exigo que me pidan otra manera de demostrar el domicilio en caso de que tenga que vomver a hacerlo, ya que lo hice y lo aprobaron. Luego me quitaron el aprobado y me siguieron pidiendo cosas. En españa no es legal lo que me piden ni ellos son legales asique que busquen una manera no denunciable para pedirme los datos.

I'm giving them too much information, and they can steal my identity and even scam me. With the ID and bank statement I sent from a traditional bank, they can verify my address, which is supposedly the only thing they're missing.

Les estoy dando demasiados datos y pueden hacerme una suplantacion de identidad e incluso estafarme. Con el dni y el estado de cuenta que envié de un banco tradicional ya verifican mi direccion que se supone que es lo unico que les falta.

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

Dear anuriguen58,

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,

Attila