Goldspin Casino - A retirada do jogador está atrasada devido a repetidas solicitações de verificação.

I’m having the same issue as everyone else seems to have with this casino - account verification. I verified my account prior to making a withdrawal request. Their website uses Idenfy which I completed successfully and I uploaded proof of payment and proof of address. Once I attempted to make a withdrawal a week ago, they’ve asked me for new documents every day. So far I’ve provided:

Current drivers license (front and back)

Old drivers license with previous address (front and back)

Electricity Bill

Gas Bill

Bank statement with current address

Bank statement with previous address

Card confirmation statement

Account confirmation statement

Individual transaction statements for each deposit

Screenshots of the virtual card used

Screenshots of the transactions in my app

Tonight they asked me for proof of current address (electricity or gas bill) yet again. When I provided it, they stated it’s been rejected due to it being edited. It clearly has not been edited - I downloaded it straight from my electricity provider and sent it to them.

Every day there is a new reason why my documents aren’t good enough. Or a request for the same documents I’ve already provided over and over. I’ve played at multiple casinos and followed multiple verification processes and this is by far the worst experience.

I don’t mind completing verification processes. I do mind them intentionally ignoring every question I have and instead copying and pasting the same replies/requests even when they don’t make sense.

Pretty sure this is a scam casino and I’ll never see this money. Absolute bullshit.

Dear RubyRach16,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hi,

My first withdrawal request was on 04/09/2025. My account was already showing as verified when I made this request but it was cancelled repeatedly as they keep asking for more and more documents.

After sending 15+ documents, they finally confirmed my account has been verified but now I am still waiting on the withdrawal which was requested on the 08/09/2025.

Their terms and conditions state withdrawals are processed in 72 hours. It’s now been 120 hours. Whenever I ask for an update they just copy and paste the same answer that they are working "diligently" on it and I will receive an email with an update…but I never do.

I now have a significant amount of money I want to withdraw from this casino but I don’t think I’ll ever get it.

Im disappointed with Casino Guru for having Goldspin rated so highly. I thought I could trust this site but clearly I can’t.

It’s now been 7 days since my withdrawal request and I still haven’t received any money.

Such a scam.

Hello RubyRach16,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear RubyRach16,

thank you for your reply and patience.

Could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case?

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear RubyRach16,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru