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4 withdrawals of € 1,000 requested between June 1 and 5, which are accepted on the casino website, but I have not received the money yet. They tell me that they have sent it and that I have to wait, but it has been more than two weeks

Solicitadas 4 retiradas de 1.000€ entre los días 1 y 5 de junio, las cuales están aceptadas en la web del casino, pero todavía no he recibido el dinero. Me dicen que lo han enviado y que tengo que esperar, pero han pasado más de dos semanas

Dear Javier,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Do I understand correctly that your payments have been processed and sent to you but never reached your bank account? Could you please advise if you have withdrawn any winnings from this casino in the past?

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. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela,

Indeed, the withdrawal appears on the web as accepted and processed from about June 8-9.

In the past I have already received some money from this casino, in fact the last one was on June 5, it took about a week since the acceptance of the withdrawal, but this time it is a long time.

Therefore, identification problem cannot be.

Thanks

Hola petronela,

Efectivamente, el retiro aparece en la web como aceptado y procesado desde más o menos el 8-9 de junio.

En el pasado ya he recibido algún dinero de este casino, de hecho el último fue el 5 de junio, se demoraron aproximadamente una semana desde la aceptación del retiro, pero en esta ocasión está siendo mucho tiempo.

Por tanto, problema de identificación no puede ser.

Gracias

Thank you very much, Javier, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello.

Unfortunately, we faced such a problem that some players have a refusal to pay funds to credit cards-bank accounts. We, in turn, want to withdraw funds to the player without any problems, but we receive a refusal from the player's bank-payment system.

We are ready to provide screenshots where our attempts to withdraw funds with a further refusal will be clearly visible.

We are trying to resolve this situation, we apologize to the player, but there is little that depends specifically on us.

I do not understand how they were able to send me some money in the past and now there are problems. I could provide another account number in my name, but making a transfer to a bank account shouldn't be complicated.

No entiendo cómo pudieron hacerme ya algunos envíos de dinero en el pasado y ahora hay problemas. Podría facilitar otro número de cuenta a mi nombre, pero hacer una transferencia a una cuenta bancaria no debería ser complicado.

You yourself emphasized that we used to pay you to your card without any problems, which means that there is no problem on our part to do this, but the problem is that sometimes banks-payment systems refuse to receive funds. Unfortunately, this does not depend on us at all. The same situation happened to you. At the moment we are solving this problem with your payment system.

Would it help if you provide another account number of mine? Maybe in that bank there are less problems to make the transfer?

Ayudaría si facilita otro número de cuenta mío? Quizá en ese banco haya menos problemas para hacer la transferencia?

As I was informed, your question will be resolved in the near future, I really hope that it will happen quickly.

Dear GoodWin Casino,

Is there any specific date when can the player expect it?

Hello

Unfortunately, there are still problems with the transfer to the card / bank account of this player, we get a refusal.

At the moment, if a player wants to get money right away, there is one option - cryptocurrency. If the player has a wallet in cryptocurrency, he can leave it and we will make a transfer there.

As for the transfer to a card / bank account, unfortunately I cannot give a clear answer when it will be available for this player.

Good Morning,

One month after the withdrawal request, I am still waiting for my money .... when will there be any news about it?

Buenos días,

Un mes después de la solicitud del retiro, sigo esperando mi dinero.... cuándo va a haber novedades al respecto?

Dear Javier,

The casino offered you a different way to withdrawal your money if you wish to have them faster as there seems to be a problem with the previous payment method. They offered you to withdraw through cryptocurecny. Could you please advise if you have any crypto wallet or if you agree to withdraw your money with this method or you would rather wait untill the old payment will be fixed and working correctly? Please let us and the casino know and in case you wish to withdraw throuh crypto - provide your crypto wallet to the casino aswell.

Good Morning,

I don't have a cryptocurrency wallet, but when the casino mentioned that this would be faster, I contacted oksi (goodwin's manager) to tell him that he could create one for me to get this over with as soon as possible, but he said it didn't matter that now they were waiting for recover the money from your payment system and this would not speed up the process ..... so I discarded that option

Buenos días,

No tengo billetera de criptomonedas, pero cuando el casino mencionó que esa forma sería más rápida, contacté con oksi (manager de goodwin) para decirle que podía crearme una para acabar con esto cuanto antes, pero me dijo que daba igual que ahora estaban esperando a recuperar el dinero de su sistema de pagos y esto no agilizaría el proceso.....por tanto deseché esa opción

Dear Javier,

Based on what you said it seems like the casino is most likely willing to pay so I would recommend only to wait until the other payment method is fixed and you will be able to receive your money.

Hello

I will repeat again, if you are ready to create a crypto wallet and provide your wallet there, we are ready to withdraw money there.

If this is inconvenient for you, unfortunately, you will have to wait some time until we can resolve the issue with your payment system bank regarding the withdrawal of money to the card.

We will expect your answer on this matter.

Hello,

If the collection for crypto is really going to be very fast, I am willing to do it. To do my best, I would like to know in which cryptocurrency they would pay me and if there is a specific portfolio with which they usually operate, binance, coinbase ...?

Hola,

Si realmente el cobro por cripto va a ser muy rápido, estoy dispuesto a hacerlo. Para hacerlo lo mejor posible, me gustaría saber en qué criptomoneda me pagarían y si hay alguna cartera en concreto cona que operen habitualmente, binance, coinbase...?

Dear GoodWin Casino,

Could you please specify which cryptocurrency will be possible to withdraw?

Also dear Javier,

I would recommend you to chose the platform depending on your country and it's regulations as these aplication apply different fee and taxation for different country.

As we wrote above, unfortunately this is the only option for you to quickly get funds (cryptocurrency).

You can create an account on any platform convenient for you, this is the player's choice.

It is advisable to indicate the bitcoin wallet, we are ready to pay funds there.

Hello, I have created a crypto wallet, but now I need to know who to contact to give the details of the wallet to receive the money

Hola, he creado una cartera de crypto, pero ahora necesito saber con quién comunicarme para dar los detalles de la cartera para recibir el dinero

Dear Javier,

Feel free to contact the support of the casino through e-mail or live chat, or if it's relevant for the casino as a valid crypto address, you can post it even here - it will be visible only for the player, us and the casino. Please let us know if there will be any update in the case.

Hello,

I have already provided my cryptowallet address to the casino and insisted that they notify me when they make the payment to be aware that I receive it as soon as possible.

I hope so because I have created this cryptowallet for the sole purpose of receiving this money

Hola,

Ya he proporcionado la dirección de my cryptowallet al casino e insistido en que me avisen cuando realicen el pago para estar pendiente de que lo recibo cuanto antes.

Espero que así sea porque he creado está cryptowallet con el fin único de recibir este dinero

Dear Javier,

Please let us know when your money arrives. I'll be extending the timer for 7 days for now.

Hello, today I received bitcoins worth € 2000. There is another € 2000 to receive, I have asked about them and they tell me from casino finances that they only owed me that € 2000. I have sent you a screenshot of the accepted withdrawals for you to review because there are € 2,000 to pay me.

Hola, hoy he recibido bitcoins por valor de 2000€. Faltan otros 2000€ por recibir, he preguntado por ellos y me dicen desde finanzas del casino que solo me debían esos 2000€. Les he mandado pantallazo con las retiradas aceptadas para que lo revisen porque faltan 2000€ por pagarme.

Hello, today I received bitcoins worth € 2000. There is another € 2000 to receive, I have asked about them and they tell me from casino finances that they only owed me that € 2000. I have sent you a screenshot of the accepted withdrawals for you to review because there are € 2,000 to pay me.

Hola, hoy he recibido bitcoins por valor de 2000€. Faltan otros 2000€ por recibir, he preguntado por ellos y me dicen desde finanzas del casino que solo me debían esos 2000€. Les he mandado pantallazo con las retiradas aceptadas para que lo revisen porque faltan 2000€ por pagarme.

Dear GoodWin Casino,

Could you please let us know why did the player received only 2000€? Is there any specific reason why was his withdrawals limited?

Good afternoon, sorry for the delay in answering.

As I was just informed, you have just been paid the balance just now, the money should have already reached you, I hope everything is ok.

Hello,

Sure enough, I just finally received my last € 2,000 in bitcoins. Thanks casinoguru for the intermediation.

Hola,

Efectivamente, acabo de recibir por fin mis últimos 2.000€ en bitcoins. Gracias casinoguru por la intermediación.

Dear Javier,

Thank you for letting us know that your remaining balance arrived, we gladly hear that. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you out.

Best regards,

Nick

Casino.guru