Goldspin Casino - Se ha retrasado el pago de las ganancias del jugador.

After a winning jackpot they asked me for a selfie again...and put all my money back in play.

The casino says it pays out 3,500 euros a week, which is a lie because I've been waiting four working days for 700 euros! I ended up leaving all my jacpot there because they didn't want to pay and did everything they could not to withdraw it. I'm waiting for the only money left after they told me everything had already been checked.

Após um jacpot ganho voltaram a pedir me uma selfie...e puseram me o meu dinheiro todo a jogo novamente.

O casino diz k paga 3500 erros p semana o k é mentira visto estar a espera de 700 euros a 4 dias úteis! Acabei deixando la ficar o jacpot todo pk nao estavam a querer pagar e fizeram de tudo para nao fazer saque. Aguardo o unico dinheiro que la restou apos me dizerem que ja estava tudo verificado

Dear sylviaslb,

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.

Thank you very much for your reply. I'm already waiting for the 5th working day.

Muito obrigada pela resposta.ja estou no 5 dia util a aguardar.

Dear sylviaslb,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Yes, I wrote it here. Thank you

Sim .ja escrevi aqui. Obrigado

Thank you sylviaslb for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear sylviaslb,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Goldspin Casino representative to join this conversation.

Dear Goldspin Casino, could you please provide more information about this case?

Looking forward to your reply.

I've already received the 700 euros and I've put it on the website. thank you

Ja recebi os 700 eur ja pus aqui no site.obrigada

Hello,

Thank you for the opportunity to provide a proper response to this matter.

We recognize 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.

Upon further review, it has been confirmed that the most recent withdrawal of 700 EUR was approved by our team on March 28th. The winnings should already be on their way to your banking account or even in the banking account. 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 Support Team 

Dear sylviaslb,

We're glad to hear that your issue has been resolved. We'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,

Katarina

Casino.Guru