Goldwin Casino - Затримка зняття коштів

Title: Cancelled withdrawals and pending withdrawal £2,000 and £9,000 balance at risk

Hello,

I hope you are doing well.

I am filing this complaint about Goldwin Casino and the handling of my withdrawals.

On 4 September 2025, I requested a withdrawal of £1,000.

On 9 September 2025, I requested a withdrawal of £800.

On 11 September 2025, I requested a withdrawal of £1,000.

All three withdrawals were within the casino’s stated withdrawal limit of £2,000 per week. My account is fully verified.

On 15 September 2025, I received an email from the casino’s finance team stating:

"Please be advised that your withdrawals have been placed back into your balance, as you need to initiate a single withdrawal request for the full amount. Once you have initiated a new withdrawal request for the entire amount that you want to withdraw it will be processed as soon as possible."

This directly contradicts their own stated withdrawal rules. Nevertheless, in good faith, I submitted a new withdrawal of £2,000 on 15 September 2025 followed by an email requesting an update.

Since then, I have received no meaningful update. In previous replies, support repeatedly told me "you will be informed as soon as your withdrawal will be processed," yet my first withdrawal request from 4 September 2025 is already well past that timeframe.

Today (16th September2025), I contacted support via live chat again, asking about the status of my latest £2,000 withdrawal and referring to the above finance team email. The response I received was:

"Unfortunately this is not possible since this all depends on the workload and the queue the finance team has." the same kind of answer Is was getting after the 5 business days of the first withdraw were exceeded.

At present, my balance stands at around £9,000 (after the pending £2,000 withdrawal). I am extremely concerned that the casino has no intention of processing the withdrawals, and that my funds are at risk.

I am attaching screenshots of:

My original withdrawals and cancellation,

The finance team email instructing me to withdraw the full amount,

The pending £2,000 withdrawal request,

Support chat transcripts.

I kindly ask Casino Guru to review this case and assist me in ensuring that my legitimate withdrawal requests are honored.

Thank you,

Dear player,

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 the 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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Dear Dominika,

Thank you for your reply.

I would like to update on the following :

Goldwin casino will be pleased to hear that the £9000 in my balance is now all used, I guess the stalling techniques they use are working unfortunately.

The £2000 is still pending and no answer by email or contact from Goldwincasino since the 15th of September.

I honestly don't want to use the chat as I already know the answers they will give me.

I have a feeling that they are taking time to find a reason for me to cancel my withdraw and play which I won't do.

Thank you again for your support.

Kind regards,

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Have you tried contacting the casino to double-check whether any further documents or actions might be required from your side regarding the verification process?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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.

Hello Dominika,

Thank you for your quick response. Please see my answers below:

Successful withdrawals before: No, I have not received any successful withdrawals from Goldwin Casino yet and no successful withdrawals was ever completed. My first request was on 4 September 2025 for £1,000. 9th September 2025 and 11th September 2025. All together with a total of £2800 cancelled by the casino on 15 th September 2025.

Bonus: I accumulated my winnings without any active bonus.

Verification: I have completed full KYC verification and all my documents were approved by the casino. No additional requests for documents have been made. as it states on the email from Goldwin casino : ''Thank you for taking the time to send the required documents.

All of them have been approved and your account is now verified.

Best regards,

Finance Team''

Communication: I have attached screenshots of:

My original withdrawals (£1,000 on 4 Sept, £800 on 9 Sept, £1,000 on 11 Sept) and their cancellation without my consent.

The finance team’s email on 15 September, instructing me to withdraw the full amount ("Please be advised that your withdrawals have been placed back into your balance, as you need to initiate a single withdrawal request for the full amount…").

My current pending £2,000 withdrawal (submitted 15 Sept).

The generic support responses ("finance team will contact you after 5 business days" / "depends on workload and queue").

I am forwarding to your email the conversations by email between myself and goldwin casino and other screenshots.

Thank you again for your support.

Kind regards,

Dear player, have you received the withdrawal?

Dear Dominika,

I did not receive the withdrawal. And the £2000 is still on pending.

Here is the last email I have received on 23rd September 2025 after chasing:

''Hello

Thank you for reaching out to us!

We have checked it for you, and your withdrawal is currently pending. Kindly note that depending on the number of requests there are waiting in the queue before yours.

You can check your transaction’s status at any time on your Cashier Page, under Pending Withdrawals section. 

If you need further help, do not hesitate to reach out to us!

Best Regards, 

Sara M. 

Customer Support Team''

I have have sent two more emails on the same day, but I did not get an answer since then.

Thank you again Dominika for your support.

I would like to add that they are trying to delete traces of my transactions history as I can't access the history but still can see the pending one. And fortunately i had the screenshots from earlier dates.

Adding the fact that clicking on responsible gambling, refund policy or other important options send me straight to error 404 saying that the page seems to be broken and inviting you to play again or to go to cashier, which does not make sense at all for an online casino that still operates and accepts deposits from people.

I honestly hope to get my withdrawal soon and leave this behind me for good.

Thank you

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) 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.

Dear Newborn,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Goldwin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Thank you Dominika for everything, and thank you Jana for Joining.

Good morning,

The transactions status shows Successful, but no money was transferred to my account.

The casino doesn't share what name they use to transfer the money or country they use to send the money from to make it hard for the bank to trace the transfer.

For the deposit , they have used the name SONECT based in Zurich.

Hello Jana & Oualid,

Hope you are both well!

I can confirm that the payment was processed successfully on our end on October 01, 2025.

From that date it can take anywhere from a few hours to a maximum of 7 business days for the funds to reach the player's bank account - depending on their bank.

With regards,

Eugénie Lacroix

Dear Newborn,

have you received any of the funds from the casino?

Dear Newborn,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru