Goldiwin Casino - Povlačenja igrača kasne i suočavaju se sa problemima.

An issue with unexplained withdrawal issues as well as previous withdrawal method being removed from withdrawal options. Timeline below.

Previous withdrawal history: 3x withdrawals with no issues. On the third withdrawal underwent advanced KYC by providing a notarized version of my passport. This was accepted and the third withdrawal proceeded without any issue.

March 29th: initiated fourth withdrawal.

May 1st: my withdrawal was rejected. No email from the payments team or any other team regarding reason for failure.

May 1st: I contacted chat support at which point they provided copy paste answers that my withdrawal was canceled because withdrawals are canceled if players are using the funds or if rollover was not met. Neither of which is true for my account, previous withdrawals without issue. Haven't placed bets in over two months.

May 1st: initiated another withdrawal attempt.

On May 5th: it read as processing.

May 6th: I received an email asking if I would like to proceed with a fee (due to withdrawals being within 30 day rolling period). I responded within 24 hours as with my previous two withdrawals. Usually after this the payouts team would process my withdrawal with the 8% fee. I had checked in several times between this time and May 12th to the payments team, zero reply.

May 12th: my withdrawal is somehow marked as "failed". But not rejected. No email from the payments team or support team. My previous check in for updates were met with "we do not have any updates on your case. Strangely, the Interac e-transfer option has also been removed from my withdrawal options (same processor that I used to deposit and for my previous three withdrawals). This option still remains an option for deposit strangely, enough they just turned it off for withdrawal.

May 12th: I check in with chat and the only answer they could come up with is that withdrawal options change from time to time.

Seeking your assistance to figure out what is going on and to see if we can make the last two withdrawals I have left for my remaining funds go smoothly. Any help would be appreciated.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Goldiwin Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, 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, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification? 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,

Attila