GoldWin Casino Complaints

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.

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!

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 .

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.

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.

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

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.

Good day dear AskGamblers team,

I am writing to you today because I feel cheated and lied to by goldwin Casino.

On Tuesday, 05.07.2022 I have registered at goldwin.com Casino. There I made some deposits and after some time I was able to request a withdrawal in the amount of 1500€.

Immediately after that I contacted the live chat and asked to which email I should send the verification documents, there I was told directly the email address and I sent the documents.

Then I wanted to set limits on the website, but did not find this option. So I contacted the live chat of goldwin.com again on Tuesday 05/07/2022 around 23:58. I asked the live chat representative to set a monthly deposit limit of 10€ and a monthly wagering limit of 10€.

At first the employee asked me if I am sure I want to set limits, because then the verification and withdrawal would take longer, so with an account without limits.

So I confirmed again that I would like to have the limits set immediately and also told the employee in the live chat that otherwise I would be afraid to gamble away my withdrawal again and lose my money. I also told the live chat operator that I have uncontrolled gambling behavior and therefore I would like to have the limits set immediately.

Suddenly, the employee told me that it was only possible to set the limits by sending an email to the support. I found this very strange, but then I got the email and wrote an email with the request to set the limits. I then also stressed that he should please make sure that this should happen quickly and then went to sleep.

The next day the Wednesday 06.07.2022 was still no limit set and also in the course of the afternoon was still no limit, I could continue to use the game offer and play, although I have previously explicitly informed that I am afraid to gamble my money and want to set limits to reduce my gaming behavior. I informed them that I have uncontrolled gambling behavior, but the live chat even tried to talk me out of setting limits.

Now what I feared happened and I cancelled my withdrawal, was able to gamble away the money and continue making deposits, which I did.

It then even happened that a deposit I made could not be made and I had to contact your live chat again. This wanted to check the situation and give me feedback. Until today there was no feedback, but I was told that case is checked with the highest priority. This was a €120 deposit that was debited from my account, but never credited to my player account. All other deposits before that went through without a hitch.

However, one thing was clear, I had to write your support an email, so that the limit can not be set, otherwise either the transaction of the deposit would fail, or I with the Wagerlimit the money can not convert and it would thus remain on my account.

So here they tried with all means to exploit the gaming behavior of me as a player, so that I can not set limits and right after I told you I was afraid to cancel the withdrawal again, it was suddenly not possible to set limits via live chat.

On 07/07/2022 I wrote to Live Chat regarding my verification and was upset that I could not set limits. I was then confirmed by the live chat that setting limits via live chat is the common way and of course it is possible to set limits here. The live chat employee then also told me that your colleague must have made a mistake. A mistake that cost me 2695,61€, which is the sum of all the losses I had after I set a limit and informed the casino that I wanted to reduce my gambling behavior and was afraid of gambling away the money. Funnily enough, no limit could be set until I said that I am afraid to cancel my withdrawal and will play again. So I accuse the casino here of negligently and actively taking advantage of my gambling behavior and playing me false information to keep me playing and also cancel my withdrawal.

I also accuse the casino of negligently dealing with my gambling problem and taking advantage of my uncontrolled gambling behavior. In doing so, the casino is in violation of all gambling addiction prevention measures.

The email with the request for limit setting remained unanswered for more than 16h, this was intentionally ignored for a long time. When I had to cancel the limit again because of the failed deposit, I was answered immediately. I also received a response directly when I requested a refund of the loss amount. So here the limit setting was intentionally not processed, because the casino probably saw that I had a problem with gambling and wanted to take advantage of that.

So I am now demanding from goldwin casino a processing of the 400€ I still have in withdrawal, the return of the 120€ that is still outstanding and a refund in the amount of 2175,61€ I suffered by ignoring my limit request and forwarding misinformation, which equals a total amount of 2695,61€.

Dear AskGamblers team, please have the casino send you all live chat conversations. There you can clearly read how I asked for limits and was denied them by the casino.

I am also attaching an excerpt from the live chat where I was confirmed that limit setting is possible in the live chat, that the employee confirmed to me that the live chat made a mistake the day before and also a chat history that I had to suspend limit setting via email after my bitter loss, otherwise my outstanding payment of €120 cannot be processed.

I have already tried to contact the casino itself, but there I was only told that there are no refunds and unfortunately the support has not been forthcoming. A request regarding the live chat conversation with me remained unanswered.

I am really hoping for your help here as I have clearly been wronged and my fear of being cancelled has been exploited. I was clearly lied to here by the casino and false facts were played to me.

Please help me. Otherwise, I will be forced to take legal action.

Thank you very much

Dear Askgamblers staff and community,

I want to share my experience with this casino that, unfortunately, happens to be quite ridiculous, but on the other side, the casino slowly uncovers the fact that despite it acts like a truly reputable casino, they delay and postpone players' withdrawals, often for very long time. It is really frustrating and disappointing for each player.

The disputed amount in my case is 1200 eur.

Long story short, currently I am already waiting for 2 weeks for my withdrawal. This long time alone is very bad and sad, not mentioning that they haven't responded to my emails. Not even once! They simply ignore my attempts to find out any status or estimate of the withdrawal (I did not spam - I sent like 3-5 emails that were all ignored - in polite manner, not even 2 on any single day, every one was polite and nice. In my opinion, there is no excuse for this kind of behaviour from their side).

The only communication from finance dept happened at the beginning of the case, when I was asked to verify myself, which I did successfully (while I was assured that I get my money ASAP).

7 days later I received an email where they claimed, that my withdrawal failed due to "technical reasons" with payment provider.

(...exactly same reason like another player in another complaint here. By the way, I never had problems with Skrill; nor any merchant that sent me money ever had any..). I have been told that I should request my withdrawal again and it will be processed ASAP.

Now it is almost a week ago. No money arrived so far.

I am definitely not going to revert the withdrawal, may the casino delay it any longer.

It stays very, very unfair and dishonest practice in my eyes. I would like to ask the casino to send the payment to me; and/or wish I ask you, Askgamblers team, to assist me receiving the delayed withdrawal.

Thank you in advance!

Best regards

I am still awaiting funds to be paid in my bank account, full verification had been sorted, emails attached to state approved, 900 euros from 4/3/22. I wolf of expected this to be in my bank account, latest today. I have contacted support who advise to be patient and it will be paid shortly. Not really fair to take so long when everything my side is verified, I haven’t used any bonus amounts whatsoever, so should be all good to go, I have further withdrawals waiting to be authorized, no further emails as yet to confirm, please assist me in receiving my winnings, thank you.

Greetings!

During my first game play at Goldwin Casino I got 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 y 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 an "illusory promise " I feel victimized by this casino and these action gives online casinos a bad name.

I am hoping for some advice from this casino forum any advice is appreciated.

Dear Sir or Madam! I appeal to you for help in resolving the current situation with Goldwin Casino. On December 07, 2021, I bet my funds on withdrawals. More than 2 months have passed since then, and the casino has given me the opportunity to receive only 450 Euros, withholding 1528.00 Euros.

Also, please note that the casino website contains information in the public domain, according to which:

“GoldWin guarantees that all requests are processed within 1-2 days, even faster. However, the date of receipt of money depends solely on banks and payment systems, as well as on the chosen method of withdrawing funds.” I don't understand why there is such a long delay in withdrawing my funds.

I believe that the casino is grossly violating my rights to receive funds within the time periods specified in the public access on the site. To understand the situation, I am sending you a correspondence with the casino.

I ask you to help me get my funds in the amount of 1528.00. Thank you in advance.

On 23.1.22 at 06.47 AM I sent verification to GoldWin to be approved. At other casinos it takes a maximum of 48 hours. I have written several emails about whether they were missing any information, but have heard nothing.

I made a withdraw and thought it would probably go through, but after a few days, I canceled it as nothing happened. So I got an email from support that I could not get the payment as it was canceled.

Now I am in the same situation again. I have 2 winnings, ie 2 pending payouts. I have written to support and finance 7 times since 12.1.22. Has received 1 email return from support:

"Thank you for contacting us.

Big congrats on your winnings, hope to see many more

We have reviewed your account and everything looks good, and your withdrawal will be processed as soon as possible, but please keep in mind that our Finance team is not at work during the weekend.

Rest assured, when the withdrawal is processed, you will receive an email."

I'm tired of this casino. The 2 times I have tried to get my winnings paid out, I have waited for over 48 hours and this time I simply do not cancel.

It's been a week now my withdraw is still pending. I have already verified my account with the caisno. I’ve contacted the support team and live chat many times to ask why there was such a delay. I'm always told that that I will be paid when it is time for me to be paid and there are many other waiting for the payment too so I need to wait more.

I have been getting this for the past 2 weeks. I start to doubt the legitimity of this casino and if they have any intentions to payout my winning.

My account has been verified and it's been a week now my withdraw is still pending. I've contacted the finance team and live chat numerous times to ask what the holdup is for. I'm always being told that finance team doesn't work at this hour and it doesn't matter I've tried various hours they are never working. I get really late email replies from finance that they are working hard and il be notified once it's processed. I have been getting this for the past week. I don't feel this casino is legit and they have intentions to payout my winning.