Goldhorns Casino - O levantamento dos prémios dos jogadores está atrasado.

Hello i deposit 20 euro a week ago it took 3 days for the casino to accept the deposit..Play some slots but dint want to play anymore because the deposit was saturday 3 days later and 75 on the account wanted to withdrawal send in passport front and back bankstatment utility bill day time of deposit of the casino.now they want a selfie.Took a few im Honest its not the best pictures but to reject my withdrawal for this the casino is not contructive at al can you help me i wil send you the same documents i send them.

Thank you sorry for the english

Best regards Martin

Dear 19neveer,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Im unable to verify so is casino guru helping me why let me wait 9 days if im unable to verify?

Dear 19neveer,

Thank you for reaching out. Please note that if your complaint was categorized with this specific timer, it suggests that the issue was initially submitted as a delayed payment. If your concern differs from this, kindly ensure future complaints are submitted accurately, as the categorization depends on the information you provide.

Regarding your issue, could you please clarify the following:

• Since when has the verification process been ongoing?
• Which documents have already been accepted?
• Which documents are still pending processing?

Looking forward to your response.

Best regards,

Nick

Hello Nick my mistake it is a delay payment de casino brings the money back to the account i cant withdrawal.

The casino wil not verify my account the document i have send im sending to al casinos never any problems.

I have ask for 7 day break from the casino so i wil not play the funds to me it just looks like stalling payment.

Passport front and back

Bank statement utility bil bank account number

Deposit to the casino bank from my bank acount number my name.

And 4 selfies yes they look terrible but you can see its me holding my passport. edit also like to ad that im not going to take other selfies again im to sick to do it.

thank you Martin

So was reading the casino terms 5.1 and after 10 days the casino can confiscate my casino wins and close the account Imposibble selfies wil do the trick cant see the picture clear one finger out of frame for 75 euro wow.

Casino Guru time frame 9 days lol contact the casino 2 weeks no way im getting the funds hope you reading before deposit.

Dear 19neveer,

Would it be possible to forward the full communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

So why is nobody asking the casino to respond here on what is going on ?

I have ask the casino if i could get my deposit back 20 euro they have agreed on this and close the account.

but you could ask why are they not paying the 75 and close the account its my money?

I cant send the confersation between me and the casino but you responding late then asking me questions again 9 days later.i have now give my bank number to the casino by mail to at atleast get back my deposit wil also close my CASINO GURU account here.

Dear 19neveer,

Thank you for reaching out. As you have requested a refund rather than a withdrawal, it is possible that the casino has confiscated your winnings due to unfinished wagering requirements on your deposited funds in accordance with their AML (Anti-Money Laundering) policy. This could explain why you are receiving a refund only.

Please note that we contact the casino only after gathering sufficient evidence to support the case, rather than immediately.

Could you kindly confirm if you have received your deposit back from the casino at this point?

Thank you for your understanding.

Best regards,

Nick

hahaha Wel thank you There is no money laundering Nick its 75 euro but i understand keep al options open.

I wil wait for a reply back in 2 weeks you just want to close the complaint i understand.

Dear 19neveer,

Can you please explain why can't you forward the communication between you and the casino to the e-mail given above?

You must understand that we need to gather evidence and if you are not cooperating, there is nothing we can do.

Regards,

Nick

Close the complaint and my account

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.