GoldWin Casino Support and Complaints Thread

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Over 2000 Games + Live Casino, exciting tournaments, switft payouts, top ranking gaming providers .Exclusive High rollers welcome packages, Different daily promotions, Jackpots, free bonuses Sundays....to name a few

The icing on the cake is our splendid, highly trained support heroes who are working 24/7 via chat, phone/email just to make your gaming experience an unforgettable one.

Let's begin this wild ride together and have a great time! 

Bring in the questions, suggestions and we'll be glad to respond.

Welcome to the LCB forum, GoldWin Casino Representative! Thank you for being available to assist our members! 

Welcome to the best forum GoldWin casino rep. Thanks for signing up. 

Hi GoldWin Casino Representative! Welcome to our forum!

Welcome to the LCB forum!

Welcome to our forum GoldWin Casino Representative! Glad to have you here 

Hi GoldWin,

Welcome to the LCB forum! 

Hi GoldWin Casino Representative! Welcome to the LCB forum! 

Welcome to LCB , Goldwin Casino :)

Welcome to our forum GoldWin Casino 

Welcome to our community 

Welcome on board! 

Hello. My withdrawal at Goldwin casino is pending since 19,12,2021. In terms processing time is 1-2 days. My account is verified and in past I made withdrawal and got it very fast. Why now my withdrawal not processed? 

Hello olegs,

Could you please send me your casino username to private message inbox and we'll notify the Casino Representative.

Hello olegs,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Please keep an eye on this thread for updates.

Hi. Today withdrawal is approved. 11 days to get it.

Thanks for letting us know olegs!

Dear staff and community, I want to share my experience with GoldWin casino. I try in short. They offer really nice bonuses, but they fail at the most crucial part - WITHDRAWALS. They simply do not pay! My withdrawal is currently waiting to be processed for 10 days. 8 days after I requested it, I received email from them... wait for it... where they claim that "for technical reasons" MY WITHDRAWAL FAILED and I must request another, which will be "processed AS SOON AS POSSIBLE". Of course it was not; currently it's 3 days after i requested the withdrawal the second time, so I assume this will take much more time. However - it is also VERY likely that I will receive NOTHING and they are just a BIG SCAM. Why? Because of their disrespect and because they ignore us absolutely! I have send first email ~3 days after requesting withdrawal, - received some templated answer - OK. After a week, i sent them email again - no response. Then I sent them an email each 1-2 days, polite, just asking about withdrawal status. THEY ANSWERED NONE OF THEM. Not even single one. Please note that responses to my verification were almost instant;  withdrawal not responded at all. The live supp backs financial dept, claiming that my requests are "in queue and processed one by one". This is nothing else than a big lie. Result: I recommend you to play here ONLY if you plan only lose, and NOT to win anything :) because it doesn't seem you could reach your winnings at all.

Hello antilop4,

Could you please private message me your casino username and we'll get in touch with the Casino Representative.

Hello antilop4,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear Antilop,

Greetings from WestCasino!

We would like to assure you that our company's main goal is to keep our players satisfied and for this reason we are doing all our best to improve the quality of our services.

However, we are well aware that sometimes, unforeseen situations may arise, regardless of casino’s direct control.

Being a mismatch regarding your details, our Finance Department asked you to provide us few additional information. Please keep in mind that our Finance team doesn't currently work during weekends or legal holidays.

All withdrawals are processed in accordance with the casino’s terms and conditions, which you have accepted and acknowledged when you registered your account with us.

Payments with e-wallets are instant, meaning that you receive the funds immediately after the amount is paid by the casino. As for the withdrawal review time, this depends on how many other requests are in front of yours in the queue.

When you choose bank transfer as a withdrawal method you need to also keep in mind that the processing time frame is directly dependent on the acquiring bank. Usually, an international refund takes between within 2-10 working days.

For any additional information you can contact our customer support team at any time either via Live Chat or email. Our dedicated Support Team is committed to providing continued 24/7 to our customers. 

Wishing you all the best,
Customer Support Team

Have been trying to verify my account with GOLDWIN CASINO now for 6 day's, haven't been updated for anything from anyone. Could you please help.

Do you got any answer already or no reaction till now?

Hello Jherewini19,

If you would like us to assist you with your issue and contact the casino on your behalf, please send us your casino username via private message.

Hello Jherewini19,

We have not received your casino username in PM. Please let us know if you would need any assistance from us.

During my first game play I get very lucky.
I won 9000 euro. I wagered over 26000 euro to win this amount. After I withdrew 2000 euro, 5 days later I was informed by the account manager that my account was inactive and should start to play again!

I quote " I am dropping by today to inform you that due to lack of activity on your account, our system has detected it as inactive, therefore it is pretty unlikely for your future withdrawals to be prioritized and paid at a faster rate. I will try to pull some strings for you to have them paid faster, however, I will also need your help so I can increase my chances of receiving a positive response from our financial department. All you have to do is restart your activity so your stats can increase, and your account can benefit of more advantages from our side. "

I start to play intimidatingly and in the middle of my game activity with my OWN money which non bonus related I get another email that my funds are confiscated. I quote "Please be informed that the winnings on your account have been voided on initiation of Withdrawal, according to our Terms and conditions " I read the terms they deem as a bonus seeker and not specify what I have done wrong I quote "Goldwin reserves the right to label a player as a "Bonus Seeker" if Goldwin , at its absolute discretion, believes that the player has abused the promotion " This a freehold for the casino to basically say "we can do what we want" In the court of law this would be a "illusory promise " I feel victimized by this casino and these action gives online casinos a bad name.

7.32
GoldWin reserves the right to label a player as a "Bonus Seeker" if GoldWin Casino, at its absolute discretion, believes that the player has abused the promotions. Instances include, but are not limited to the following:
* A player only uses bonuses to play on the account;
* The bonus amount is greater than the total amount deposited by the player;
* A player plays with, or attempts to play with, more than one bonus in 24 hours;
* A player plays with bonuses while withdrawing amounts from the deposits that have given access to those bonuses; or
* A player repeatedly used a promotion;
* A player deposits specifically the same amount as the maximum bonus cap, for the sole purpose of claiming the maximum value of the bonus;
* A player completely stops his gaming activity after completing the exact wagering requirements of a bonus.

Hope the representive can explain these terms.

Hello Conormcgregor12,

If you would like us to contact the casino on your behalf and inquire about your case please send us your casino username via private message.

Hello Conormcgregor12,

Thank you for sending your casino username via PM. We'll contact the Casino on your behalf and refer to your complaint. Please keep an eye on this thread for any updates.

Hello all,

I have checked and the player's concern has already been thoroughly addressed as he previously filed his complaint on multiple other forums and with our regulator.

During the investigation with the regular we have provided all the evidence backing up the decision of the casino.

Following this complaint the regulator has ruled in favor of the casino, the decision being handled within the terms and conditions of the site - terms which the player has accepted upon registration.

With regards,

Eugenié Lacroix

Hello Conormcgregor12,

Could you please confirm the information we've got from the Casino Representative? 

* A player deposits specifically the same amount as the maximum bonus cap, for the sole purpose of claiming the maximum value of the bonus;
* A player completely stops his gaming activity after completing the exact wagering requirements of a bonus.

Regardless of that, this is a completely unfair terms., this term would never hold up in court.
You are actively advertising a bonus value and encouraging your players to sign up and deposit a certain amount, then you are burying terms on your site which says that depositing that amount is not allowed.
The term is unfair, bizarre, sneaky, and dishonest.

2. “ A player completely stops his gaming activity after completing the exact wagering requirements of a bonus.”
This term wasn't there before either.
Regardless of that, I never broke this term. I played more than the EXACT wagering requirement, as you can see from my gameplay history.

Regarding the complaint with Curaçao eGaming, the whole thing was pointless, as they have an obvious conflict of interest, and will always side with the operators that pay their fees. This is why we have mediation websites like the one we are on now.  It still under appeal so not finished.

Hopefully this thread will give enough exposure to your business methods and unfair terms, and you will do the right thing and pay me my money.

Think the standards of the LCB community are much higher. 

Hello Conormcgregor12,

Since you accepted the casino's T&C  upon registering and the rules mentioned above are stated in the casino's T&C, we can't do much to help you here. The player's sole responsibility is to get familiar with the rules before he starts playing at the Casino. We will mark this complaint as closed. 

Hi I have had a withdrawal pending at goldwin casino since December 24th 2022 I keep just keep getting the run around by live chat I'm also verified there 

Hello Bigjaxon81,

Could you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

(username removed by moderator Berks)

Hey Bigjaxon81,

Thanks for sharing your credentials with us. We will notify Casino Representative about your issue. Keep an eye on this thread for any updates.

Hello Bigjaxon81,

Hello Berks,

I have reviewed the account and you indeed had a withdrawal request, placed on January 2nd. 

This withdrawal has already been processed and paid by the casino and you should expect to see the funds in your bank account within 1-7 business days, depending entirely on your bank.

With regards,

Eugenié Lacroix

Hey Bigjaxon81,

As Casino Rep clarified that your money was sent from Casino's end, we will mark this case as Resolved. Congrats on your winnings.

My cashout requests, 2 of them have been pending waiting on approval since early Monday morning January 16, 2023. My account is already verified several months ago, I didnt have any bonuses to play through, plus used the exact same method for withdraw as I did for depositing.  Live chat keeps telling me that their finance team is very backed up at the moment, 5 buisness days to process a couple cashout requests backed up? Maybe live chat should help them out with their "overload" of withdrawl requests. Every excuse has seemed like a lie, and the other reason being they have 5 buisness days to process a request. I cannot find this anywhere, not the t&c, not the cashier page nor the FAQ page, nowhere. 

Why the runaround and why is my cashout requests taking way longer than needed?

Hello WaroftheGods,

Could you please send us your Casino Username via private message so we can get in touch with Casino Representative in order to help you?

Hello WaroftheGods,

Thanks for sharing your credentials. We will notify Casino Representative in order to help you finding the best resolution regarding this issue. Keep you posted.

Hello WaroftheGods,

Hello Berks,

I have reviewed the account and the player has two pending withdrawal requests placed on January 16th.

Withdrawals can take anywhere from a few hours to a maximum of 5 business days to be reviewed, based on the number of requests in queue. Our casino reviews withdrawals in first-in first-out basis and therefore the waiting time depends on the number of requests in queue.

Once there is any update regarding the requests, the player will be informed by email.

With regards,

Eugenié Lacroix

So if mine took a week, maybe more, and you add a few more cashout requests each day, that would mean that anybody that requests a cashout, lets say today, would be waiting a very long time to get there's. The math is there with your first in first out rule. Multiply each added cashout between when I made mine and right now which is 6 buisness days. Lets say you had 10 requests.  Multiply each one of those by the 6 buisness days it takes to process a request and  youve fallen 2 month further behind just in the last week.

Even though I used no bonuses, therefore no wagering requirements to play through, plus my account was already verified. This would be on the very easy end as far as processing a cashout request goes right? But you needed the 5 business days,  or by my count the entire week plus some and still counting as of right now.  Something is just not working so well in that end of things at Goldwin.

Hello WaroftheGods,

On average withdrawals in the casino are reviewed within a few days. The 5 business days is the maximum time it can take for a request to be reviewed.

In your case from what I see today is the 5th business day, so you should expect to see an update by the end of the end.

As mentioned before, each request is handled based on its position in the queue - regardless of whether you have used a bonus or not when playing. 

With regards,

Eugenié Lacroix

Who decides when a proof of address has expired as both emails have stated. All the documents you verified back in April 2022, are still good because I havent moved.  8 months and my proof of address is expired lol i sent in 3 diffrent pieces and ill send more just to make sure.

Excuses are the nails that built the house of failure 

T.L.P

They issued me both my withdrawls so what are the 2 emails for looking for proof of address . Just got 2 emails from Gigadat informing me of them both. So you dont need me to verify my account for the second time in 8 months?

Hello WaroftheGods,

I have checked and indeed your withdrawal requests were already processed by the casino.

I can see that you were also informed with this occasion that your Proof of Address will expire and that you need to submit an updated one.

We are legally required to ensure that all player data is updated and, as such, you may be asked to confirm and send updated documents in some cases.

I suggest you send this as soon as possible, so that your account is ready to go when you will have your next withdrawal.

With regards,
Eugenié Lacroix

My account was ready to go for this withdrawl and I still waited over a week, Im sure it will hit my account in the next few hours, but as of right now, I'm still waiting.

My Drivers License that expires this year on July 13 isnt expired until then, also nothing can be done about it until then either. 

And Im still waiting on my winnings, Etransfer is suppose to be instant, not sure why I still haven't recieved it 36 hours after it was sent. I have auto deposit so it should have gone straight into my account if it were sent properly.

Hello WaroftheGods,

For Interac withdrawals you should receive the notification regarding the payment immediately on the email address associated with your casino account.

As for your id you will only need to submit an updated one after the current one expires.

With regards,
Eugenié Lacroix