Golisimo Casino - La cuenta del jugador está cerrada y el retiro de ganancias está bloqueado.

Hi, after playing at this casino and winning around €740 on the slots, a few days later my withdrawals were blocked for no reason.

I asked for information and after a good week of waiting they replied saying that identity verification was needed.

I immediately uploaded all the required documents and after another 4 days they verified me, but the withdrawals remained blocked.

After another 3 days, they finally reinstated my blood tests.

Today I requested a withdrawal and after a few minutes it was cancelled and my account was blocked.

At this point I'm starting to think that this casino doesn't want to pay out my winnings.

I asked about the block and they simply said it was an administrative decision, but they couldn't tell me anything about withdrawing my winnings.

I'm no longer interested in playing with them since they've proven to be unreliable, but I want to be able to withdraw my balance.

I hope you can intervene.

Thank you

Salve, dopo aver giocato su questo casino e aver vinto circa 740€ alle slot, dopo qualche giorno mi sono stati bloccati i prelievi senza motivo.

Ho chiesto per informazioni e dopo ben 1 settimana di attesa mi hanno risposto dicendo che serviva la verifica dell'identità.

Ho caricato subito tutti i documenti richiesti e dopo altri 4 giorni mi hanno verificato, ma i prelievi rimanevano bloccati.

Dopo altri 3 giorni, finalmente, mi hanno riabilitato i prelievi.

Oggi ho richiesto il prelievo e dopo qualche mi è stato annullato e il mio conto è stato bloccato.

A questo punto mi viene da pensare che questo casino non voglia pagare le mie vincite.

Ho chiesto informazioni sul blocco e si sono limitati a dire che è stata una scelta amministrativa, ma non mi hanno saputo dire niente sul prelievo delle mie vincite.

Non mi interessa piu giocare con loro visto che si sono dimostrati inaffidabili, però voglio poter prelevare il mio saldo.

Spero possiate intervenire voi.

Grazie

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Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues with your withdrawals and the account being blocked again after verification.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings (€740) accumulated purely from real money, or was any bonus involved at any stage?
• Did the casino provide any explanation at all for the withdrawal cancellation and account block, even a general one (e.g. "security reasons" or "terms violation")?
• Have you made any successful withdrawals from this casino in the past?
• Are you currently able to log in to your account, or is access fully restricted?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your account status, verification approval, or withdrawal cancellation), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear nan74,

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.

Hello Petronela.

• I got most of my winnings (€440) with my real balance, only €300 came from winnings made by completing the casino welcome bonus.
• the casino thinks I violated their terms and conditions
• no, they always cancelled my withdrawals, even though I uploaded all the requested documents and they approved them all
• I can't access the casino anymore, my account is blocked

Ciao Petronela.

• la maggior parte delle vincite (440€) le ho avute con il mio saldo reale, solo 300€ derivano da vincite fatte completamento il bonus di benvenuto casino
• il casino pensa che io abbia violato i loro termini e condizioni
• no, mi hanno sempre annullato i prelievi, nonostante abbia caricato tutti i documenti richiesti e me li avessero approvati tutti
• non posso accedere piu al casino, l'account è bloccato

Hi nan74,

Thank you for your reply and for the clarification provided.

To better understand the situation, I would like to ask you a couple of additional questions:

• Which specific games did you play when accumulating your winnings?
• Do you have any confirmation of successful KYC verification (for example, an email or a message from the casino confirming that your account was fully verified)?

Thank you in advance for your reply.

HI,

• I played mostly slot machines to accumulate my winnings
• After some time from uploading the documents, a message appeared in the verification section informing me that my account was verified and that there was no need to upload further documents, so I assume they were approved

This casino seems really unreliable and unprofessional at all, I hope I can get my money back but they don't even reply to emails

Ciao,

• ho giocato prettamente alle slot machine per accumulare le mie vincite
• dopo un po' di tempo dal caricamento dei documenti, nella sezione verifica è comparsa una dicitura che mi informava che il mio account era verificato e che non serviva caricare ulteriori documenti, quindi suppongo siano stati approvati

Questo casino sembra veramente inaffidabile e per nulla professionale, mi auguro di poter recuperare i miei soldi ma non rispondono neanche alle mail

Dear nan74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear nan74,

I sincerely apologize for the inconvenience you are experiencing with your blocked account. I will reach out to the casino promptly to address this matter. In the meantime, I would like to invite a representative from Golisimo Casino to join this conversation to help resolve this complaint.

Dear Golisimo Casino,

Could you please clarify the reasons behind the player's account being blocked? Additionally, if you could provide any relevant evidence regarding this situation, it would be greatly appreciated. You may share your statement and any supporting documentation here, or you can send it to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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.

Dear nan74,

I would like to express my gratitude for your patience as we explore alternative avenues to communicate with the casino and work toward a positive resolution for this case. Thank you for your understanding.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana

In response to the request of nan74, we have decided to reopen this complaint. Our aim is to provide this case with another opportunity for resolution, facilitating a satisfactory conclusion for both parties involved.

Dear nan74,

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.

Since I uploaded all the documents requested by the casino multiple times (and in both cases, the documents were approved), and since there was no violation of the casino's terms, I believe the casino should refund my remaining balance in full.

Avendo caricato tutti documenti richiesti dal casino piu volte (e in entrambi i casi, i documenti sono stati approvati) e dato che non c'è stata nessuna violazione dei termini del casino, ritengo che il casino debba rimborsare il mio saldo residuo per intero.