Golisimo Casino - Zahtev igrača za povlačenje je otkazan.

Hi Casini Guru,

I am opening a complaint against Golisimo casino .

I have problems withdrawing money to my bank . I had requested a withdrawal last week and it got declined . When I asked the operator they gave me multiple excuses . Saying there could be an error with the bank or the payment provider blah blah . They fail to give any sort of proof when asked . I then contacted my bank and was told there was no incoming transactions and everything is working fine . I knew this was a lie from the casino because I have no problem withdrawing from other casinos.

then again I was told to resubmit withdrawals and it will be closely monitored and made priority. So I made 3 seperate withdrawals of $1000, $1000 and $500.

on the 4th day which is today I received and email saying my first withdrawal of $1000 has been cancelled. So I went back to the operator and asked for an explanation. To no surprise I got the same copy paste message I got last week . Bank error , provider error blah blah . I then again asked for proof and I mentioned that I had contacted my bank last week and they confirmed there were no incoming payments made . When I asked for further proof of error they sent me a generic message and ended the chat.

I need help from the representative of Casino Guru to help me with getting my withdrawals settled . After I did some research on the casino I found out that I am not the only one with this issue . This casino uses the cancellation withdrawal as a strategy so the player keeps playing with the winnings.

so again I ask for help from casino guru representatives to step in and help me out on this situation.

thanks

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golisimo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are any of the payout requests you made pending in your account?
• Have you used the same payment method for deposits and payouts?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue and justification for the cancellation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Are any of the payout requests you made pending in your account?

yes there are 3 withdrawals pending at the moment for a total of $2500

Have you used the same payment method for deposits and payouts? Yes

Have you accumulated your winnings with the help of a bonus? No bonus used

I have emailed you the conversation history and the emails I have received from them regarding cancellation.

Just an addition to my previous reply I contacted the casino again as all my withdrawals were cancelled . After speaking to an agent I was told they had entered the name incorrectly "first name as last name and last name as first name" I don’t know how this is possible because I requested a visa withdrawal. I was asked to resubmit withdrawal and agent confirmed there won’t be any problems going further. I have been told all sorts of excuses by this casino .

Thanks for your replies and the update regarding the casino's response.

Have your payouts been processed since the misunderstanding with your name?

Please let me know.

Dear Smista,

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,
Tomas
Casino.Guru