Complaint #26 GoldWin Casino

8 deposit charged to my bank but only 3 received

By Kaitlyn G.

4 years ago

On the 23rd August I was charged from my bank account for 8 deposit to my players account but I only made 3 deposits to my players account and only played 3 deposits so the other 4 deposits I was charged for but never received are needing to be refunded a total of $129.11 nzd.

I have contacted them and keep being told that they will be in contact.

But how long am I expected to wait to get back what was never agreed to be taken. At 1st I thought only 6 deposits were made but after looking in to my statement thoroughly there was 8 and only received 3.

Disputed Casino GoldWin Casino

Reason Double charge/Refund

Amount $129.11

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

K8ty666

• New Zealand • 1 reviews

4 years ago

It's resolved I guess thnx

AskGamblers

• Support Team

4 years ago

Dear @K8ty666,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

GoldWin Casino

• Representative

4 years ago

Hi,

Thank you for reverting this matter to us.

Our Payments Teams has verified all your transactions and they could not find any successful transaction amounting 33.36 USD. It shows only that you deposited 33.00 NZD on August 2nd but it failed both on our side and the payment service provider.

If there is anything else that we may assist you with, kindly let us know.

For any additional information our support team is available 24/7 either via Live Chat or email.

All the best,
Eugenié Lacroix

GoldWin Casino Complaint Stats

Resolved 18 / 20

Avg. Amount $904

Avg. Complaint Duration 7 days

Avg. Response Time 1 day

GoldWin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 13 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

GoldWin Casino Complaints

See all complaints for this casino

Ignored completely

Withdrawal from the 28th is still pending. They dragged out verification for days, asking for the same documents over and over. Now fully verified at last, they still will not pay my €200 winnings. All emails ignored, 60+. Live chat is exceptionally rude and knows nothing. They just keep trying to fob me off. I've identical scenario with sister site mrwest. At my wits' end trying to deal with them.

Resolved

€200

Casino didn't credit Deposit

Hello :(

i need this small Case to bring to the Casinos Attention, because this small Issue was not resolved after 7 Days and my Deposits are not credited and also not charged back to my Deposit Method Jeton Wallet.
I contact two Times Casino Live Chat and he told that it will "investigate" but nothing happens, no Response. Of Course, i already provide Transaction Receipts from Banking App.

I have maybe 40 Deposits with this Casino and this Time it seems that there Connection to Payment Service seems broken because never have this Issues before and also not in other Casinos on this Days. After Deposit i get not the deposit finished message, instead it say it will credited soon and i was logged off automatic. In this Case, Deposit was 90 Euro and charged to my Jeton Bank Wallet Account.
The same Issue is on the Sister Casino BetMaximus with a 50 EUR Deposit.

I choose on Deposit bonus spins (wager free).
Very sad, i need to open this Case now here and it will hopefully now resolved soon without to involve Bank - i didnt know, why the Casino was not resolve it until now :/ I already ask for a Refund if its not possible to credit the promised Bonus Spins at this Time.

Thanks
David

Unresolved

€90

Verification abuse

Hello AskGambler crew!

On 03/10/2025 I tried to withdraw my winnings of $2033.00 as I was previously verified, but was asked for more documentation. After each time that I have sent whatever they asked, I was asked for more documentation until now where I am now being asked repeatedly for the same documents that I have met all criteria for.

This has been going on for about a month now and I seem to be hitting a brick wall. Live chat said they are not responsible for verification so I am not receiving any help through that channel. My most recent upload of the documents was rejected without a following e-mail to explain why as they normally do.

When I hit brick walls I can always count on ASKGAMBLERS to get to the bottom of it.

Please reach out to me if any details are required in order to continue this complaint.

Thank you!

Resolved

$2,033

Delayed withdraw of 2000 euros

Hi!

I have been waiting for my withdrawal on 2000 euros for 5 bank days and still haven’t got anything. I’m verified as well. When I asked the live support she told me that the maximum is 5 bank days and now when I ask the live support they keep telling me that it depends on the finance team workload and queue.

Since I withdrew my winnings I’ve been searching up some reviews and it doesn’t look good. People keep saying that they are delaying withdrawals and that it is a scam.

I’m worried since this is “important” money for me. Please help

Resolved

€2,000

Delayed lightning fast withdrawal

Yet another victim to the deceptive lies this casino employs to lure you in and gain financially from these tactics.

After recieving about 10 emails in a week which were titled "lightning fast withdrawal guarentee" and other similar claims plastered all through the emails, I made a few deposits and as you rarely do, I won a little bit of my money back.

I was already fully verified prior to making a withdrawal claim and spoke to their robot like "support" team who assured me that as I was fully verified successfully, they would undoubtedly be processing my withdrawal with the lightning fast speed I had been promised.

I'm not sure which planet has lightning that can travel as slow as a sloth running a marathon, but they must be operating from there to make such blatantly false claims .... I would compare the slowness of their withdrawals is equivalent to the slowness of the customer supports intelligence levels.

What started off as lightning fast , quickly became 5 business days at the absolute longest, has now become as soon as is possible which if that's the case would have been processed well over a week and a half ago/ 7 full business days .

Absolutely pathetic excuse for a casino. with the staff to match it perfectly. I really find it sad to see people sell their souls to steal from innocent people, I'm sure it will catch up with them .

Resolved

$900

So many promises yet nothing

Seriously Goldwin I am disappointed!

So many promises yet nothing.

Its the fifth day and I am still waiting for my payment of 916€

I would appreciate it was processed.

You guys don’t only take the fun away but also make us regret ever putting our money here.

Resolved

€916

Goldwin Casino - Keeps delaying withdrawal

After playing several enjoyable play sessions I decide to make a withdrawal of $1000 .
So I submitted Id etc , after several days got verified.
I was then asked to submit a bank statement, which I did.
Then after a few days my withdrawal was canceled by them and I was asked to resubmit my withdrawal with my full name in name form.
So I have and I am still waiting. It now just feels like a constant stall cycle..

Resolved

$1,000

Waiting for withdrawal of 1400 since June 12th

I withdrew my money on 16/06/2023

My withdrawal is still pending after more than 5 days.

On 12/06/2023. 2 of my withdrawals of 1000 and 300 were canceled for the reason I need to withdraw all in one transaction which is weird for me.

Nothing is bonus related so u do not know why taking that long because I'm verified and I got paid before.

Resolved

$1,400

Goldwin violates their own terms and conditions

Hello, a dear team of AskGamblers.

I need your help and want to update you on the new cheekiness on the part of Goldwin.com.

I won a CASH PRIZE of 3600 euros for 2nd place in the tournament (Wealth Masters). When I checked with my VIP manager, she informed me that the money from the tournament is treated as a NO DEPOSIT BONUS and has to be wagered 50X and the maximum withdrawal amount at NO_DEPOSIT_BONUS is €100. It does not say anywhere in the tournament T&Cs or regular T&Cs that these are bonus funds. So they wanted me to confirm in the chat that I was willing to accept the "MONEY" as a bonus before they credited me with my "WIN". With this confirmation, the “casino” wanted to bypass its own terms and conditions.

Of course, I didn't confirm that I was willing to accept my prize money from the tournament as a bonus with a maximum payout of 100 euros.

This is cheating at the highest level.

Best regards

Unresolved

€3,600

Waiting for my 1000 EUR withdrawal

Hello dear askgamblers team and Goldwin team.

I started a payout via jeton on Sunday, August 21, 2022. Unfortunately, this has not yet been carried out.

Unfortunately I only get a standard answer in the chat.

My account has been verified for 2 months and I'm on the vip level, but unfortunately my vip support isn't available either.

I deposited a lot 2 months ago and now I intend to pay out a small amount.

Maybe I can get more information here, except for the standard answer.

I apologize for the spelling mistakes, this text was translated with google.

I wish you all a good day

Resolved

€1,000