Complaint #4 GoldSpin Casino

Goldspin withholds my winnings and does not respond to emails

By Bandito25

1 year ago

Good morning, AskGamblers team

I am contacting you regarding an unresolved issue with my account. I registered on the platform (Goldspin) on 10/15/2024 and chose to receive the casino welcome bonus. After making my first deposit, I started playing Crazy Time and successfully completed the bonus wagering requirements at 100%, achieving a balance of (6,000€).

After completing the bonus and ensuring with customer support that any winnings belonged to me, I was informed that I could withdraw my potential winnings after the full percentage of the bonus was met. This was indeed the case, and my balance was (6,000€) in real funds obtained through the welcome bonus, fully completed.

However, when I verified my account and requested the withdrawal of funds to my credit card, the amount of €6,000 was deducted from my account on the grounds of an alleged non-compliance with the bonus terms.

"This is the first and last email I received from the casino to date."

(You can find the full email in the archive, image.)

GOLDSPIN MAIL 10/18/2024

*As stated in our terms and conditions (section 23.6), you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section.*

*Additionally, section 23.17 of our terms and conditions explains that if you choose to request a withdrawal of your deposit before meeting the bonus wagering requirements, the bonus amount and associated winnings will be voided. The remaining funds, if any, will be paid out to you. In your case, 5960€ were voided, and the last two deposits were returned.*

I want to clarify that no bonus was canceled, and I did not request any withdrawal before completing the bonus.

I tried to contact customer support, but soon after, my account was blocked without a valid reason or even a warning email, despite my having requested more information on the matter. I have sent at least 20 emails to customer support asking for further explanations, but the casino has never provided a concrete response, and as of today, Thursday, November 7th, I have not received any response from the casino.

I must emphasize that I have complied with all the terms and conditions of the site (Goldspin). If non-compliance had indeed occurred, the funds should not have been transferred to the real balance nor made available for withdrawal.

Unfortunately, the casino has become unreachable for me via email and chat.

Thank you very much for your attention and patience. I look forward to your prompt response.

Best regards,

Evidence screenshot : https://we.tl/t-NsIEdTFW9f

Let me know if there’s anything else I can help with!

Disputed Casino GoldSpin Casino

Reason Bonus terms violation

Amount $5960

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Based on the latest player's post and confirmation of the breached bonus Term, the AskGamblers Complaint Team has no other choice but to reject the complaint.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Bandito25

• 1 reviews

1 year ago

Dear Sirs,

I am writing to formally state my position regarding the issue of the bonus granted to me, specifically clarifying that it concerns the *Welcome Casino Bonus* and not the weekly bonus, as I fulfilled the requirements for this bonus on the same day I registered. I would also like to note that my balance was manually deducted accordingly.

I acknowledge that I placed bets exceeding the five-euro limit, simply because the site allows this without any restrictions, unlike other operators in the sector that implement such measures. I find it contradictory that, while your terms specify a maximum bet limit of 5 euros for bonuses, no technical limits are in place to prevent users from exceeding this threshold, thus inadvertently leading consumers to violate this rule.

Furthermore, I must highlight the lack of transparency in your customer service: despite several attempts to contact you over the past month, I have yet to receive any response. As a consumer, I believe that this situation could have been handled in a more appropriate and professional manner, providing greater clarity and accessibility to customer service.

In light of the above, I kindly ask that you re-evaluate the situation and provide a clear response, noting that the *Welcome Bonus* has been fully completed with funds available for withdrawal.

I trust in a prompt and satisfactory resolution.

Sincerely,

AskGamblers

• Support Team

1 year ago

Dear GoldSpin Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

GoldSpin Casino

• Representative

1 year ago

Hello,

Thank you for the opportunity to have a proper response on this matter!Here are the specific details of the case:

Firstly, the customer opted-in for the Weekly Casino Bonus which is up to 250 EUR with a wager requirement of x35 for deposit and bonus. With the completed deposit of 20 EUR made on October 17th, the customer received a 10EUR bonus, resulting in a total of 1050 EUR wager required. It is important to mention that during the gameplay with an active bonus, the maximum bet is 5 EUR as per our Terms & Conditions Section 23.9. ("23.9. Any issued bonuses are by default limited to a maximum bet during wagering: EUR 5 / CAD 7.5 / PLN 25 / NOK 50 / NZD 9 / BRL 25 / CHF 5 / CZK 120 / JPY 780, unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)")

More than that, on the same day, at 02:16:21 UTC Time, the player canceled his bonus from the "My Bonuses" section before finalizing the wager requirements for the bonus that was taken, which led us to other key points from our Terms & Conditions:

Section 23.6: A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

Section 23.17: The Player can request a withdrawal of their deposit before meeting the requirements for bonus wagering. In this case, the amount of the bonus and winnings are void, and the remaining funds, if any, are paid to the player.

During the verification process of the payments team, they discovered that the customer breached this specific section, and the customer made bets higher than 5 EUR. Due to the multiple breaches outlined in our Conditions, 5960€ were voided and the last two deposits were returned to the customer and played after that.

We understand that this may disappointing and we aim to create a user-friendly experience, however, due to our dedication to fair-play gameplay, our administrative team decided to close your account permanently.

We hope that this resolves the issue fairly and if you have any other questions, please feel free to reach us via e-mail.

Best regards,

GoldSpin Casino

GoldSpin Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $1,130

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

GoldSpin Casino Complaints

See all complaints for this casino

Doesn't payout on time

Hello Askgamblers
I am not recieving my two payouts of 250€ and 400€. I have not used any bonuses and two days in a row i have been told by customer service that my account is verified after sending in almost 40 (!) documents.

I have only recieved a mail that my identity and adress verification was ok.

Screenshot from bank, my card and my IBAN of course shows that all is in my name and that it is the same account number.

The casino is great with all my favorite games but i am reluctant to deposit more money. Please can you help me get my payout. Thank you very much,

Resolved

€650

My withdraw is late now

I made a 340 euro withdrawal 4 days ago.

Unfortunately, it was still pending.

The casino says withdrawal is settled 72 hours. This period has now gone. I have no news from Casino when my withdrawal is settled. My account was verified earlier. I have made earlier deposits and withdraws complete.

Can you AskGamblers help me solve this case?

I dont have anything against Goldspin casino. I only ask for my withdrawal in time.

Resolved

$340

I requested a withdrawal of 500 CAD on June 3rd

Hello,

I am submitting a formal complaint regarding GoldSpin Casino (https://www.goldspin77555.com).

My account is fully verified.

I requested a withdrawal of 500 CAD on June 3rd.

I initially used a bonus on my first deposit, which I canceled when there was only $0.06 left.

I made a second and a third deposit without any bonuses, as shown in the attached pictures.

I have wagered over 100 times my deposit amount.

The casino states that withdrawals are processed within a maximum of 72 hours.

This deadline has now been exceeded by 70 hours, and I have yet to receive any confirmation or payment.

I have contacted the support team multiple times but received no clear response or resolution.

I kindly request that my withdrawal be processed immediately as per the casino’s terms and conditions.

I am ready to provide any necessary evidence, including screenshots of my verified account, withdrawal request, betting history, and communications with support.

Thank you for your assistance in resolving this matter promptly.

Best regards,

Resolved

$3,797

2 withdrawals declined

Hello, AskGamblers!

I have been playing GoldSpin Casino for some time. Everything has been fine until now. My account has been verified, and they sent me confirmation.

And I have delivered 4 bank documents deposit, sure they are right. Their sister casinos have accepted the same kind of documents.

They told me no reason to cancel my 2 withdraws today total of 1200e.

600e per day is maximum.

11/21/20241:37 PMWithdrawal- €600Canceled

Can you help me with this AskGamblers?

I have all kinds of documents. My total funds are 1414e. I want to withdraw them all. I made 600e withdraw again. (maximum).1/21/2024 1:54 PM Withdrawa - €600Pending . 24 hour limit. Very difficult to make several outpayments all the time.

The casino was ok I have no problems. But I need my withdrawal first and really need help with this because I don't know how can i have my payouts. I can not understand the situation.

Resolved

€1,200

Withdrawal delayed without cause

My withdrawal is delayed. I have been given no reason as to why it's delayed. I am fully verified and I have withdrawn from this casino before. I have inquired many times and every time the agents say the withdrawal will be processed "soon". Clearly this was a lie. I have attached my latest chat with the agent which was unhelpful.

The withdrawal was requested on November the 5th. Per the terms and conditions it should have been processed yesterday at the latest. The amount in dispute is $510,88.

Resolved

$511