Goldspin Casino - Los retiros de los jugadores se están retrasando.

Hello, I unfortunately have to file another complaint. Goldspin Casino is constantly delaying withdrawals, making it impossible for me to withdraw my winnings within the applicable limits.

I am a VIP Level 2 and according to Goldspin Casino's Terms and Conditions, the following withdrawal limits apply to me:

Per day: 700€

Per week: 3500€

Per month: 14000€

In July, Goldspin paid only €6,300, and so far in August it has only paid €2,800.

As you can see, what Goldspin actually pays out is far less than what I should receive according to the applicable terms and conditions.

Furthermore, as soon as a withdrawal is processed after several days, all other pending withdrawals are canceled at the same time and I have to start all over again to request new withdrawals and sometimes wait a whole week until one is processed again.

I would like to ask for your help in getting Goldspin Casino to pay me according to the applicable limits.

My balance is currently €30,280 and I still have two outstanding withdrawals of €700 each.

Hallo, ich muss leider eine weitere Beschwerde eröffnen. Goldspin Casino verzögert die Auszahlungen dauerhaft und macht es mir unmöglich mein gewonnenes Geld gemäß den geltenden Limits auszuzahlen.

Ich bin VIP Level 2 und laut Goldspin Casino AGBs gelten für mich folgende Auszahlungslimits:

Pro Tag: 700€

Pro Woche: 3500€

Pro Monat: 14000€

Im Juli hat Goldspin lediglich 6300€ bezahlt und im August sind es bisher sogar nur 2800€.

Wie Sie sehen ist das was Goldspin tatsächlich auszahlt weitaus weniger als ich laut geltenden AGBs erhalten sollte.

Des weiteren sobald nach mehreren Tagen Mal eine Auszahlung bearbeitet wird, werden gleichzeitig alle weiteren ausstehenden Auszahlungen immer storniert und ich muss von vorne beginnen neue Auszahlungen zu beantragen und wieder teilweise 1 ganze Woche warten bis dann wieder Mal eine bearbeitet wird.

Ich möchte um Ihre Hilfe bitten, Goldspin Casino zu bewegen mich gemäß geltenden Limits zu bezahlen.

Mein Guthaben ist derzeit 30280€ und ich habe noch zwei ausstehende Auszahlungen von je 700€.

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.

• Could you please clarify when exactly you received the last successful withdrawal?
• Do you currently have any pending withdrawals in your account? If so, kindly send me a screenshot of your withdrawal history.
• Which payment method do you use to withdraw your winnings?

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

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Hello, the last successful payout was paid on August 16th and was requested on August 9th.

Unfortunately, it is only possible to display the last 7 days in the history.

The real problem is that Goldspin doesn't adhere to the limits stated in the terms and conditions and pays out significantly less and more slowly. At Goldspin's pace, it will take about a year to fully withdraw my winnings, even though the stated limit of €14,000 per month should only take a little over two months.

Hallo, die letzte erfolgreiche Auszahlung wurde am 16.08. bezahlt und war am 09.08. beantragt worden.

Es ist leider nur möglich die letzten 7 Tage im Verlauf anzuzeigen.

Das Wahre Problem liegt darin dass Goldspin sich nicht an die in den AGBs geschriebenen Limits hält und deutlich weniger und langsamer auszahlt. In dem Tempo von Goldspin wird es ungefähr 1 Jahr dauern meine Gewinne vollständig auszuzahlen, obwohl es laut angegebenen Limits von 14000€ pro Monat, nur etwas mehr als 2 Monate dauern sollte.

Hello, only one withdrawal of €700 was processed last week. My weekly withdrawal limit is €3,500, and my balance is still €30,900.

If Goldspin continues to pay out only €700 per week, you can imagine how long I'll have to wait for my money. This is unacceptable with a withdrawal limit of €3,500 per week and €14,000 per month.

Hallo, es wurde letzte Woche nur eine Auszahlung von 700€ ausgeführt. Mein wöchentliches Auszahlungslimit beträgt 3500€. Und mein Guthaben ist immer noch 30900€.

Wenn Goldspin weiterhin nur 700€ pro Woche auszahlt können Sie sich selbst ausrechnen wie lange ich auf mein Geld warten muss. Das ist inakzeptabel bei einem Auszahlungslimit von 3500€ pro Woche und 14000€ pro Monat.

Have you contacted the casino customer support to ask about the delay in processing your withdrawal requests? If so, kindly share the communication with me at veronika.f@casino.guru.

Hello Veronica,

I have contacted the live chat several times but I always get the same standard statements that it has been forwarded etc.

I didn't take any screenshots of the chat history, but if necessary I can go back into the live chat and take screenshots.

I checked how much Goldspin paid me this month, and there were 6 payouts of €700 each, so a total of €4,200.

However, my VIP Level 2 limits are €3,500 per week and €14,000 per month. Each month, I'm paid significantly less than I'm entitled to, and you can calculate how long it will take to receive all of my money at this rate.

I hope you can persuade Goldspin Casino to abide by its own terms and conditions, as I did as a player.

Hallo Veronika,

Ich habe mehrfach den Live Chat kontaktiert aber es kommen immer die gleichen Standard Aussagen dass es weitergeleitet wurde u.s.w.

Ich habe keine Screenshots gemacht vom Chatverlauf, falls notwendig kann ich nochmals in den Live Chat gehen und dann Screenshots machen.

Ich habe nachgeschaut wie viel Goldspin mir diesen Monat bezahlt hat und es sind 6 Auszahlungen zu je 700€ gewesen, also 4200€ gesamt.

Meine VIP Level 2 Limits betragen jedoch 3500€ pro Woche, und 14000€ pro Monat. Jeden Monat wird mir ein deutlich niedrigerer Betrag bezahlt als mir zusteht und Sie können sich selbst errechnen wie lange es dauert in diesem Tempo mein gesamtes Geld zu erhalten.

Ich hoffe Sie können Goldspin Casino dazu bewegen sich an die eigenen AGBs zu halten wie ich es als Spieler auch getan habe.

Hello again, Goldspin just canceled all withdrawals again after several days of waiting, and now they want a selfie with my ID and the casino website in the background. I would like to clearly state that my account was already extensively and fully verified on May 22, 2025.

Goldspin is pulling the same show here as with my Betovo complaint.

Every effort is made to delay payouts as long as possible.

Hallo nochmal, Goldspin hat gerade wieder alle Auszahlungen nach mehreren Tagen Wartezeit storniert und jetzt wollen sie ein Selfie mit meinem Ausweis und der Casino Website im Hintergrund. Ich möchte deutlich anmerken dass mein Account bereits am 22.05.25 umfangreich und vollständig verifiziert wurde.

Es ist die gleiche Show die Goldspin hier abzieht wie bereits bei meiner Betovo Beschwerde.

Alles wird versucht um die Auszahlungen so lange wie möglich zu verzögern.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear BoehserOnkel,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Goldspin Casino representative to join this conversation and participate in resolving this complaint.

Dear Goldspin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello,

Thank you for giving us the opportunity to further clarify this matter.

We understand that the Verification Process may sometimes appear complex; however, please rest assured that it is designed to ensure the highest security standards.

While your account has been successfully verified, please note that, as stated in our Terms & Conditions, verification is an ongoing process. This means that additional documents or information may be requested at any time to maintain the security and integrity of our platform.

We are pleased to confirm that your account is currently verified. Should any further documents be required, you will be promptly informed.

Regarding your withdrawal requests, please note that the maximum amount that can be processed at one time is 700 EUR. For a smoother experience, we kindly advise submitting one request at a time, ensuring it adheres to this limit.

We truly appreciate your cooperation and understanding throughout this process.

Best regards,

GoldSpin Team 

Dear Goldspin Casino,

Thank you for your response.

I have reviewed the terms and conditions, which specify the following withdrawal limits:

• Daily: €700
• Weekly: €3,500
• Monthly: €14,000

We kindly ask that you adhere to these limits for both ongoing and future withdrawals. Your cooperation is greatly appreciated.

I look forward to your reply.

Hello, Goldspin just processed a withdrawal of €700 and canceled all other pending withdrawals. It's always the same process, and it's impossible for me to reach the limits I'm entitled to. I would also like to note that this is the only withdrawal Goldspin has processed this week. The weekly limit is €3,500.

Hallo, gerade hat Goldspin eine Auszahlung ausgeführt zu 700€ und wieder alle weiteren ausstehenden Auszahlungen storniert. Es ist immer der gleiche Prozess und unmöglich die mir zustehenden Limits zu erreichen. Ich möchte ebenfalls anmerken dass dies die einzige Auszahlung ist die Goldspin diese Woche ausgeführt hat. Das wöchentliche Limit beträgt 3500€.

Hello,

Thank you for giving us the opportunity to clarify this matter.

We’re pleased to inform you that your recent withdrawal has been approved.

Due to high request volumes, occasional delays may occur, and we sincerely apologize for any inconvenience. Rest assured that future withdrawals will be reviewed within our standard timeframe.

For a smoother process, we kindly advise making one withdrawal at a time, keeping in mind that the maximum amount that can be processed at once is €700.

Thank you for your patience and understanding.

Best regards,

GoldSpin Team

And again, ridiculous excuses as to why I'm paid so little. They say "occasional delays," but in several months, there hasn't been a single delay, as stipulated in the terms and conditions.

So, since you just said future payouts will be processed according to the terms and conditions, I should now receive €3,500 per week and €14,000 per month without any further complications, right?

I would like to ask Casino Guru to keep the case open until I receive my money, as I have strong doubts that Goldspin will adhere to the stated withdrawal limits.

Und schon wieder lächerliche Ausreden wieso ich so wenig bezahlt bekomme. "Gelegentliche Verzögerungen" sagen sie aber es war in mehreren Monaten kein einziges Mal wie in den AGBs vorgeschrieben.

Also, da Sie gerade sagen zukünftige Auszahlungen werden gemäß AGBs bearbeitet, sollte ich dann ab sofort 3500€ pro Woche und 14000€ pro Monat erhalten ohne weitere Komplikationen richtig?

Ich möchte Casino Guru bitten den Fall geöffnet zu lassen bis ich mein Geld erhalten habe, da ich starke Zweifel daran habe dass Goldspin sich an die genannten Auszahlungslimits halten wird.

Dear Goldspin Casino,

Thank you very much for your cooperation. We have reviewed the withdrawal limits outlined in your terms and conditions and kindly ask that you adhere to these limits. It is important to follow the specified withdrawal limits, as exceeding them may result in a longer processing time for the complete withdrawal.

I'll be awaiting your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, unfortunately Goldspin starts canceling all other outstanding withdrawals as soon as they process a withdrawal, so I have to start the application all over again and it delays the time even further.

Hallo, leider fängt Goldspin wieder an sobald sie eine Auszahlung bearbeiten alle weiteren ausstehenden zu stornieren, sodass ich wieder von vorne anfangen muss mit den beantragen und es die Zeit weiter verzögert.

Hello,

Thank you for reaching out and allowing us to clarify this for you.

Please note that the limits provided represent the maximum amount that can be withdrawn according to the Terms and Conditions. The amount processed may vary depending on the current volume of requests our relevant department is handling, as each withdrawal is carefully reviewed and manually verified.

Rest assured, we are committed to assisting you and will work to process your withdrawal as efficiently and promptly as possible.

Thank you for your understanding and patience.

Best regards,

GoldSpin Team

Hello, please stop making excuses and stick to your own terms and conditions. As a player, I also have to comply, and I find it extremely unfair that I'm paid out significantly less than I'm entitled to according to the terms and conditions. Furthermore, without this public complaint, I would probably only receive €700 per week, which is unbelievable.

Hallo, bitte hören Sie mit den Ausreden auf und halten Sie sich an Ihre eigenen Angaben in den AGBs. Ich muss mich als Spieler auch daran halten und finde es extrem unfair dass ich spürbar weniger ausgezahlt bekomme als mir gemäß AGBs zusteht. Des weiteren würde ich ohne diese öffentliche Beschwerde vermutlich nur 700€ pro Woche erhalten, was unglaublich ist.

Dear Goldspin Casino,

Thank you for your response.

We have reached out to you outside of the complaint thread. Kindly review the message and inform us of the outcome at your earliest convenience.

We look forward to your reply.

Hello,

Thank you for the opportunity to reply to the latest updates.

We fully understand how important winnings are to our customers’ experience, and we want to assure you that all our actions are driven by a customer-first approach. With that in mind, we would like to emphasize that no delays are expected in the upcoming process.

The aforementioned actions demonstrate that we are a user-friendly platform, as of this, Tobias, we kindly ask you to keep making new requests, and those will be reviewed accordingly.

We appreciated your time, input, and cooperation on this matter!

Best regards,

GoldSpin Team

Dear GoldSpin Casino,

Thank you for your response and for your continued cooperation.

Dear BoehserOnkel,

Could you please inform us of the total amount you have withdrawn so far and confirm whether the payment process has been conducted in accordance with the casino’s stated terms and conditions?

I look forward to your response and appreciate your assistance in clarifying these details.

Dear BoehserOnkel,

Thank you for your response and for the information you have provided.

We kindly ask that you keep us informed regarding this matter and notify us of any upcoming withdrawals.

I look forward to your reply.

Hello Stefan, unfortunately it stayed at €2,100 last week.

According to the terms and conditions, I was supposed to receive €3,500 per week, but this has never happened. Goldspin doesn't adhere to its own terms and conditions.

It seems to be an ongoing problem with Goldspin, because without me opening this complaint, my winnings would be paid out even more slowly.

Hallo Stefan, leider ist es bei den 2100€ vergangene Woche geblieben.

Ich sollte gemäß geltenden Bedingungen 3500€ pro Woche erhalten, was bisher nie geschehen ist. Goldspin hält sich nicht an Ihre eigenen AGBs.

Es scheint offensichtlich ein dauerhaftes Problem von Goldspin zu sein, denn ohne dass ich diese Beschwerde geöffnet hätte würden meine Gewinne noch langsamer bezahlt werden.

Dear GoldSpin Team,

Thank you for your previous response and for confirming that no delays are expected in the withdrawal process.

However, based on recent developments, it appears that the withdrawal limits outlined in your Terms and Conditions are not being consistently upheld. As you previously assured us that all actions are customer-focused and compliant with your stated policies, we would appreciate it if you could ensure that the player’s winnings are processed in full accordance with your withdrawal limits.

Failure to comply with these terms may result in adjustments to your standing within our internal evaluation system, which could negatively affect your safety index.

We trust that you will treat this matter with the seriousness it deserves and look forward to your confirmation that the player’s withdrawal has been processed in line with your Terms and Conditions.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Thank you for the opportunity to follow up.

We can confirm that, over the last five business days, withdrawals have been processed and approved daily, totaling €3,500.

Please rest assured that all future withdrawals will continue to be reviewed daily, in accordance with the established daily limits, to ensure a smooth and secure processing experience for our customers.

Thank you for your understanding and patience.

Best regards,

GoldSpin Team

Dear Goldspin Casino,

Thank you for your response and your continued cooperation.

Dear BoehserOnkel,

Could you please confirm whether you have received the weekly withdrawals of 3,500€?

I look forward to your response.

Hello, I can confirm that Goldspin is currently processing my withdrawals in accordance with the applicable limits. I still have €7180 outstanding.

Hallo, ich kann bestätigen dass Goldspin im Moment gemäß geltenden Limits meine Auszahlungen bearbeitet. Ich habe noch 7180€ ausstehend.

Dear BoehserOnkel,

Thank you for your response and confirmation. I would like to kindly ask whether we may consider this complaint resolved, as the casino appears to be processing payments in accordance with its terms and conditions.

Please note that if the casino ceases to fulfill payments in line with its terms and conditions, you will have the option to reopen the complaint at any time.

I look forward to your response.

Hi Stefan, please leave the complaint open if possible until I have received all the necessary information. I don't trust that Goldspin will adhere to the limits if the complaint is closed.

Hallo Stefan, bitte lassen Sie die Beschwerde sofern möglich geöffnet bis ich alles erhalten habe. Ich vertraue nicht darauf dass Goldspin sich an die Limits hält wenn die Beschwerde geschlossen wird.

Dear BoehserOnkel,

Thank you for your response. We will keep the complaint open until the funds have been fully paid out. Please keep us informed regarding the progress of this matter and let us know the remaining balance to be paid.

I look forward to your reply.

Dear BoehserOnkel,

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 Stefan. Now there is only €1600 outstanding.

Hi Stefan. jetzt sind es nur noch 1600€ die ausstehend sind.

Dear BoehserOnkel,

Thank you for the update. Please inform me once you receive the final payments.

I look forward to your response.

Hello, I think everything has been paid. Goldspin has permanently blocked my account and I can no longer check it.

Hallo ich denke dass alles bezahlt wurde. Goldspin hat meinen Account dauerhaft gesperrt und ich kann nicht mehr nachsehen.

Dear BoehserOnkel,

Please be advised that the casino reserves the right to close your account at any time, provided that all funds are returned. If the funds have been fully paid, may we consider this complaint resolved?

I look forward to your response.

The complaint can be closed. Thank you for your help, Casino Guru.

Die Beschwerde kann geschlossen werden. Danke für die Hilfe Casino Guru.

Dear BoehserOnkel,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru