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The casino refuses to withdraw the funds to the credit card. I'm supposed to pay out in either Bitcoin, Astropay or Mifinity (I don't have any of them). In the chat they said that I should still make a deposit to reach the 500, - € and then I could pay it out to the bank account. The description for payouts also clearly states Master or Visa card.

Das Casino weigert sich das Geld auf die Kreditkarte auszubezahlen. Ich soll entweder in Bitcoin, Astropay oder Mifinity (ich habe nichts davon) ausbezahlen. Im Chat meinte man das ich noch eine Einzahlung machen soll um die 500,-€ zu erreichen und dann könnte ich es auf das Bankkonto ausbezahlen. Aus der Beschreibung für Auszahlungen steht ganz deutlich auch Master oder Visacard.

Dear Devildancer66,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we’ll contact the casino and ask for their assistance?

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

A bank transfer was offered. But for this I would have to make a deposit of € 350 in order to reach € 500 for a possible transfer. Otherwise, I was offered Bitcoin and Minfinity. But I don't have both.

greeting

Markus

Es wurde eine Banküberweisung angeboten. Dafür müsste ich aber eine Einzahlung von 350,-€ tätigen um die 500,-€ für eine mögliche Überweisung zu erreichen. Ansonsten wurde mir Bitcoin und Minfinity angeboten. Beides habe ich aber nicht.

Gruß

Markus

Which option would be more acceptable for you?

If you have been advised by the casino to use a Bitcoin e-wallet, I would recommend opening a Bitcoin account. It is fast, safe and you can always convert bitcoin to cash and ultimately move it to a bank account. There is a lot of online articles available, where you can learn how it works and decide if it would be convenient for you (e.g https://www.bitcoin.com/get-started/how-to-get-started-with-bitcoin/) Please let me know how you decided and we will agree on how to pursue this case.  

I have now set up a Bitcoin wallet and wanted to transfer my credit and it was rejected again. I should now upload a selfie with an ID card and a note with the date (which I have now also done). I had uploaded a copy of my driver's license, bank card and bank statement beforehand. The casino seems to be delaying withdrawals on purpose! I am curious whether my payment will be rejected again. I will never play a cent again at this casino!

Ich habe jetzt ein Bitcoin Wallet eingerichtet und wollte mein Guthaben übertragen und es wurde wieder abgelehnt. Ich sollte jetzt ein Selfie mit ID Karte und einem Zettel mit Datum hochladen (was ich jetzt auch gemacht habe). Ich hatte vorher schon eine Kopie meines Führerscheins, Bankkarte und Kontoauszug hochgeladen. Das Casino zögert anscheinend mit Absicht die Auszahlungen raus! Ich bin gespannt ob meine Auszahlung wieder abgelehnt wird. In diesem Casino werde ich nie mehr einen Cent spielen!

Thank you very much, Devildancer66, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Devildancer66,

I looked at your complaint and will do my best to help you. I would like to invite Goodman Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Casino Guru Team,

First of all, the player accepted terms and conditions before the registration in our casino. According, to our terms, any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal. The player has to play 86 EUR.

In addition, we informed the player that card payments are temporarily unavailable for making withdrawals so that we recommended the player to use one of the following alternatives:

Mifinity

Bank Transfer

but the player didn't follow our recommendations and made a withdrawal request via CoinsPaid which was cancelled. So, we believe that this complaint should be closed because we work strictly to our terms and conditions which the player accepted before registration.

Thank you!

Warmest regards,

Goodman Casino Team

You never mentioned this implementation and bank transfer is only from € 500! Your employee suggested a Bitcoin wallet to me and I did! After that, I should upload a picture with a "Hello Goodman Casino and Date" sign and ID! I did that too and now I got the feedback that the picture was not good! The suggestion was made by your employee that I should make a deposit so that I can reach the € 500 and then make the bank payout! If I had then deposited the € 350, I would have to play it 3 times ????

Sie haben diese Umsetzung nie angesprochen und Banküberweisung ist erst ab 500,-€! Von Ihrem Mitarbeiter wurde mir ein Bitcoin Wallet vorgeschlagen und das habe ich auch gemacht! Danach sollte ich ein Bild mit einem Schild "Hallo Goodman Casino und Datum" und Ausweis hochladen! Das habe ich auch gemacht und bekam jetzt wieder die Rückmeldung das das Bild nicht gut sei!!! Von ihrem Mitarbeiter wurde auch der Vorschlag gemacht das ich eine Einzahlung machen soll damit ich die 500,-€ erreiche und somit dann die Bankauszahlung machen kann! Wenn ich dann die 350,-€ eingezahlt hätte, müsste ich die dann auch 3 fach spielen????

Dear Devildancer66,

We have checked the conversation with you and no one suggested you to use Bitcoin wallet. These are two methods that we have recommended to you.

Could you, please, provide the screenshot where we suggested the CoinsPaid?

Thank you for understanding!

Kindest regards,

Goodman Casino Team

Here YOU can see the options that were offered to me for payment!

Hier sehen SIE die Möglichkeiten die mir zur Auszahlung angeboten wurden!

And here you can see that € 150 has been shown to be payable! I also played without a bonus!

Und hier sehen Sie das 150,- € auszahlbar angezeigt wurden! Ich hatte ja auch ohne Bonus gespielt!

Do you still need information?

Brauchen Sie noch Infos`?

Hello Viliam , I have now made another payment via Bitcoin at the casino! There is no more feedback from the casino and the withdrawal methods on my account are still the same! I cannot load Mifinity and I will not deposit another € 350 into my account in order to be able to make the € 500 for a withdrawal from the bank!

Hallo Viliam, ich habe jetzt noch einmal eine Auszahlung über Bitcoin bei dem Casino veranlasst! Vom Casino gibt es ja keinerlei Rückmeldung mehr und die Auszahlungsmethoden auf meinem Konto sind immer noch gleich! Mifinity kann ich nicht laden und ich werde nicht noch 350 € auf mein Konto einzahlen um die 500 € für eine Auszahlung per Bank machen zu können!

First of all, the player has accepted the terms and conditions before registering at our casino. According to our terms, each deposit must be wagered three times prior to withdrawal (the player must place three times their deposit amount). The player must play 86 EUR.

where is that ?????

Zuallererst hat der Spieler die Allgemeinen Geschäftsbedingungen vor der Registrierung in unserem Casino akzeptiert. Gemäß unseren Bedingungen muss jede Einzahlung vor der Auszahlung dreimal umgesetzt werden (der Spieler muss das Dreifache seines Einzahlungsbetrags platzieren). Der Spieler muss 86 EUR spielen.

wo bitte steht das?????

Dear Casino Guru Team and Devildancer66,

We would like to inform you that the player didn't follow our recommendations and made a withdrawal request via CoinsPaid which was cancelled again. 

According, to our terms, any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal. 

The player still has to play 86 EUR.

We have already informed the player that card payments are temporarily unavailable for making withdrawals so that we recommended the player to use one of the following alternatives:

-Mifinity

-Bank Transfer

So, we believe that this complaint should be closed because we work strictly to our terms and conditions which the player accepted before registration.

Thank you!

Warmest regards,

Goodman Casino Team

Dear Devildancer66,

the rule regarding wagering your deposit you can find in Terms and conditions, chapter 10. I can fully understand your frustration but sometimes it happens that there are problems with payment providers. In order to receive your winnings, you must play 86 eur (as Casino stated) and use bank transfer if Mifinity doesn't work for you. Are you willing to make a withdrawal by bank transfer(which includes an additional deposit)?

Are you ready to withdraw via bank transfer (which includes an additional deposit)?

For this I would have to deposit € 350! I don't want to do that. I will still play the € 86! If I have played € 86, will I get my winnings paid out to my credit card?

Sind Sie bereit, eine Auszahlung per Banküberweisung vorzunehmen (die eine zusätzliche Einzahlung beinhaltet)?

Dazu müsste ich 350,-€ einzahlen! Das will ich nicht machen. Ich werde die 86 € noch spielen! Wenn ich 86,-€ gespielt habe, bekomme ich dann meinen Gewinn auf Kreditkarte ausbezahlt?

Dear Casino,

please, try to suggest some reasonable solution for both sides. I believe that there should be some way how to pay the player's winnings.

Viliam you can close the case. I have gambled away the credit and will log out of the casino and no longer play there. Accordingly, I will also give a rating for the casino!

Viliam du kannst den Fall schließen. Ich habe das Guthaben verspielt und werde mich aus dem Casino abmelden und dort nicht mehr spielen. Dementsprechend werde ich auch eine Bewertung für das Casino abgeben!

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.