Goldwin Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello Casino Gurus!

I am having a really tough time getting my passport picture verified so I can withdraw my winnings.

I have sent a total of 3 different pictures of my passport and they are always getting rejected due to the term " meta data " not intact.

I have no idea what that means, so I went on live chat support as a final resort since the e-mails I get from them aren't helpful.

Chat said meta data is unedited photos which makes no sense to me because I am taking a picture with my phone and sending it to my e-mail so I can upload it on the casino on my device without editing it yet they keep asking me for more photos.

The information is already sensitive enough I feel like I'm being defrauded by asking for my passport 4 different times now.

If you can provide an e-mail to send all versions of the passport pictures i'm sending them for reference as the attachments section will not let me.

I'm not tech savvy, I just enjoy slots and i'm quite annoyed that when I finally win I am being made a fool because apparently I don't know how to take a photo and upload it like I have for soo many applications.

I hope this complaint helps

Dear Caramel79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your passport seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

we can cancel this complaint. I received a random e-mail from their finance department this morning changing their mind and verified me.

Dear Caramel79,

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, 

Kristina

Casino.Guru