Golisimo Casino - Igrački račun je zatvoren i isplata dobitka je blokirana.

Hi, after playing at this casino and winning around €740 on the slots, a few days later my withdrawals were blocked for no reason.

I asked for information and after a good week of waiting they replied saying that identity verification was needed.

I immediately uploaded all the required documents and after another 4 days they verified me, but the withdrawals remained blocked.

After another 3 days, they finally reinstated my blood tests.

Today I requested a withdrawal and after a few minutes it was cancelled and my account was blocked.

At this point I'm starting to think that this casino doesn't want to pay out my winnings.

I asked about the block and they simply said it was an administrative decision, but they couldn't tell me anything about withdrawing my winnings.

I'm no longer interested in playing with them since they've proven to be unreliable, but I want to be able to withdraw my balance.

I hope you can intervene.

Thank you

Salve, dopo aver giocato su questo casino e aver vinto circa 740€ alle slot, dopo qualche giorno mi sono stati bloccati i prelievi senza motivo.

Ho chiesto per informazioni e dopo ben 1 settimana di attesa mi hanno risposto dicendo che serviva la verifica dell'identità.

Ho caricato subito tutti i documenti richiesti e dopo altri 4 giorni mi hanno verificato, ma i prelievi rimanevano bloccati.

Dopo altri 3 giorni, finalmente, mi hanno riabilitato i prelievi.

Oggi ho richiesto il prelievo e dopo qualche mi è stato annullato e il mio conto è stato bloccato.

A questo punto mi viene da pensare che questo casino non voglia pagare le mie vincite.

Ho chiesto informazioni sul blocco e si sono limitati a dire che è stata una scelta amministrativa, ma non mi hanno saputo dire niente sul prelievo delle mie vincite.

Non mi interessa piu giocare con loro visto che si sono dimostrati inaffidabili, però voglio poter prelevare il mio saldo.

Spero possiate intervenire voi.

Grazie

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Dear nan74,

Thank you very much for submitting your complaint. I’m sorry to hear about the repeated issues with your withdrawals and the account being blocked again after verification.

To better understand your situation and assess the case properly, I would like to ask you a few additional questions:

• Were your winnings (€740) accumulated purely from real money, or was any bonus involved at any stage?
• Did the casino provide any explanation at all for the withdrawal cancellation and account block, even a general one (e.g. "security reasons" or "terms violation")?
• Have you made any successful withdrawals from this casino in the past?
• Are you currently able to log in to your account, or is access fully restricted?

If you have any communication with the casino (emails, chat transcripts, or screenshots of your account status, verification approval, or withdrawal cancellation), please feel free to upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Dear nan74,

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.

Hello Petronela.

• I got most of my winnings (€440) with my real balance, only €300 came from winnings made by completing the casino welcome bonus.
• the casino thinks I violated their terms and conditions
• no, they always cancelled my withdrawals, even though I uploaded all the requested documents and they approved them all
• I can't access the casino anymore, my account is blocked

Ciao Petronela.

• la maggior parte delle vincite (440€) le ho avute con il mio saldo reale, solo 300€ derivano da vincite fatte completamento il bonus di benvenuto casino
• il casino pensa che io abbia violato i loro termini e condizioni
• no, mi hanno sempre annullato i prelievi, nonostante abbia caricato tutti i documenti richiesti e me li avessero approvati tutti
• non posso accedere piu al casino, l'account è bloccato

Hi nan74,

Thank you for your reply and for the clarification provided.

To better understand the situation, I would like to ask you a couple of additional questions:

• Which specific games did you play when accumulating your winnings?
• Do you have any confirmation of successful KYC verification (for example, an email or a message from the casino confirming that your account was fully verified)?

Thank you in advance for your reply.

HI,

• I played mostly slot machines to accumulate my winnings
• After some time from uploading the documents, a message appeared in the verification section informing me that my account was verified and that there was no need to upload further documents, so I assume they were approved

This casino seems really unreliable and unprofessional at all, I hope I can get my money back but they don't even reply to emails

Ciao,

• ho giocato prettamente alle slot machine per accumulare le mie vincite
• dopo un po' di tempo dal caricamento dei documenti, nella sezione verifica è comparsa una dicitura che mi informava che il mio account era verificato e che non serviva caricare ulteriori documenti, quindi suppongo siano stati approvati

Questo casino sembra veramente inaffidabile e per nulla professionale, mi auguro di poter recuperare i miei soldi ma non rispondono neanche alle mail

Dear nan74,

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, Jana (jana.k@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.

Dear nan74,

I sincerely apologize for the inconvenience you are experiencing with your blocked account. I will reach out to the casino promptly to address this matter. In the meantime, I would like to invite a representative from Golisimo Casino to join this conversation to help resolve this complaint.

Dear Golisimo Casino,

Could you please clarify the reasons behind the player's account being blocked? Additionally, if you could provide any relevant evidence regarding this situation, it would be greatly appreciated. You may share your statement and any supporting documentation here, or you can send it to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nan74,

I would like to express my gratitude for your patience as we explore alternative avenues to communicate with the casino and work toward a positive resolution for this case. Thank you for your understanding.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana

In response to the request of nan74, we have decided to reopen this complaint. Our aim is to provide this case with another opportunity for resolution, facilitating a satisfactory conclusion for both parties involved.

Dear nan74,

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.

Since I uploaded all the documents requested by the casino multiple times (and in both cases, the documents were approved), and since there was no violation of the casino's terms, I believe the casino should refund my remaining balance in full.

Avendo caricato tutti documenti richiesti dal casino piu volte (e in entrambi i casi, i documenti sono stati approvati) e dato che non c'è stata nessuna violazione dei termini del casino, ritengo che il casino debba rimborsare il mio saldo residuo per intero.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as part of fraud group.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed.
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, using software or hardware to automate, distort or influence the outcome of bets.
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized.

9.3 : We reserve the right from time to time to conduct a game play review/review the customer's betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account.

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation;
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites;
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;

Based on the above, the account was closed, and the winnings have been deducted.

We hope this helps clarify the matter for you.

Kind regards,

Golisimo Casino Team

Dear Golisimo Casino,

I hope this message finds you in good health. I would like to follow up on your earlier communication regarding the player's breach of your Terms and Conditions. Could you please provide relevant evidence, such as screenshots or any other supporting documents, to jana.k@casino.guru? This will enable us to assess the information from both you and the player thoroughly and arrive at a definitive conclusion. Your continued support and collaboration on this matter are greatly appreciated.

Dear Jana,

Rest assured, we have forwarded your request to the relevant team. Once there is an update, we will notify you immediately.

Kind regards,

Golisimo Casino Team

In the event that the casino decides not to pay out my winnings, I still believe that my deposits made at the casino should be refunded.

Nel caso in cui il casino decida di non pagare le mie vincite, ritengo comunque che i miei depositi effettuati nel casino dovrebbero essere rimborsati.

Dear Player,

Thank you for your patience while your case was under review.

Following a thorough management review of your account and inquiry, we have agreed to refund your total deposits amounting to €266 as a full and final resolution to this matter.

To process this payment, please reply directly to this email with the following bank account details:

Full Name: (including any middle names)

Email Address:

Bank Account Owner Name:

IBAN / Account Number:

Bank Name:

Bank Location: (Country)

SWIFT / BIC:

Once we receive this information, we will forward your details to our Finance Department for processing.

If you have any additional questions, please do not hesitate to contact us.

Best regards,

Golisimo Casino Team

Dear Golisimo Casino,

I would like to kindly request your attention to the details posted by the player in the complaint thread. Furthermore, we would appreciate it if you could keep us informed regarding the release of funds for the player. Your continued support and cooperation mean a great deal to us.

Dear Player,

We are pleased to inform you that your refund has been scheduled for processing on September 22.

Please note that, depending on your payment method and bank's processing times, it may take 3 to 5 business days from the processing date for the funds to reflect in your account.

As the payment has been scheduled, we now consider this matter resolved.

We appreciate your patience and cooperation throughout this process.

Best regards,

Golisimo Casino Team

Dear Golisimo Casino,

Thank you for your recent update.

Dear nan74,

In light of the message above from the casino, I would greatly appreciate it if you could keep us updated regarding the receipt of the funds. Your continued support and cooperation mean a lot to us.

I confirm that I have received the payment, thank you Golisimo and casino guru.

Confermo di aver ricevuto il pagamento, grazie Golisimo e casino guru.

Dear nan74,

We are delighted to learn that your issue has been successfully resolved. We will proceed to mark your complaint as ‘resolved’ in our system. Your cooperation and confirmation are greatly appreciated. Should you encounter any issues with this or any other casino in the future, please do not hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As a reminder, we do not charge for our services, nor do we accept gratuities. However, we would be truly grateful if you could take a moment to share your experience with our services on Trustpilot by visiting https://www.trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be invaluable. Your feedback may support others who are considering reaching out to us for help with online casino-related concerns.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru