Goldzino Casino - Povlačenje igrača je odloženo.

Hi, I've been trying to withdraw my money from this casino since December 5th. My withdrawals were canceled twice even though I had already done the standard KYC. They asked me for several additional documents such as proof of deposit for my deposits and proof of address.

I promptly sent the documents and in fact all the documents they requested were approved:

Now my umpteenth withdrawal request made on December 14th when all the documents had already been sent and approved continues not to be paid by the casino:

Both in chat and via email they tell me to wait, but at this point I feel forced to write to you since the delay is starting to become significant.

I hope you can help me, thanks

Salve, è dal 5 Dicembre che cerco di prelevare i miei soldi da questo casino, mi sono stati annullati i prelievi 2 volte nonostante avessi già fatto il kyc standard, mi hanno chiesto diversi documenti addizionali come la prova di deposito per i miei depositi e la prova di indirizzo.

Ho prontamente inviato i documenti e infatti sono stati approvati tutti i documenti da loro richiesti:

Adesso la mia ennesima richiesta di prelievo fatta il 14 Dicembre quando tutti i documenti erano già stati inviati e approvati continua a non venir pagata da parte del casino:

Sia in chat che via email mi dicono di aspettare, ma a questo punto mi vedo costretto a scrivere a voi dato che il ritardo inizia a farsi consistente.

Spero possiate aiutarmi, grazie

Important notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 within 14 days since requesting the withdrawal, or if your withdrawal request is cancelled again, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Update: Goldzino has cancelled my withdrawal again even though my account is verified and doesn't require any additional documents.

C'è un aggiornamento, Goldzino mi ha annullato di nuovo il prelievo nonostante il mio conto sia verificato e non richieda nessun ulteriore documento:

Further update:

After trying to withdraw again, they have now disabled my account and I can no longer log in.

I kindly ask you to help me make sense of this mess and get my money back.

Ulteriore aggiornamento:

dopo aver provato nuovamente a prelevare, adesso mi hanno disabilitato l'account e non riesco più ad accedere.

Vi chiedo gentilmente di aiutarmi a far ragionare questo casino e a recuperare i miei soldi.

Hello Spaffle,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Spaffle

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, Kubo (jakub.m@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.

Kind regards,

Veronika

Dear Spaffle,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Goldzino Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Goldzino Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello!

We would like to inform you that the refund was successfully processed from our side on 5th of January via cryptocurrency. As the standard processing time is up to 3 hours, the funds should have already been credited to the player’s account. In case the funds have not been received, we kindly ask that the player contacts us so we may provide further assistance.

Furthermore, the player’s account has been closed in accordance with our Terms and Conditions. Clause 10.3 states:

The Company reserves the right to close your User Account and to refund to you funds from the balance of the User Account, subject to the deduction of relevant withdrawal charges, at the Company’s absolute discretion and without any obligation to state a reason or give prior notice.

Thank you for your understanding.

Best regards,

Goldzino Casino

After a very long wait, Goldzino refunded my money.

Thank you Casino Guru for your assistance.

Dopo una lunghissima attesa, Goldzino ha rimborsato i miei soldi.

Grazie Casino Guru per l'assistenza.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Spaffle,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo