GoodWin Casino - Hráč se snaží nevyhrát své výhry kvůli nedokončenému ověření KYC.

Have never had problems with paying with a visa card, and when they have finally won and want paid out, they state that you must use the same card as for a deposit, but funnily enough, their visa suddenly does not work if they have been paid out and they reject my payment. They also state that transfers only take 24 hours and that they do not need confirmation of documents in the form of a picture etc. As long as again use the same card, but still they will suddenly have you send a picture of your passport etc. To be able to get paid

Har aldrig haft problemer med at indbetalt med visa kort, og da endelig har vundet og ønsker udbetalt oplyser de at man skal bruge samme kort som til indskud, men sjovt nok virker deres visa pludselig ikke hvis skal have udbetalt og de afviser min udbetaling. De oplyser desuden at overførelser kun tager 24 timer samt at de ikke behøver bekræftigelse af dokumenter i form af billede mm. Så længe igen bruger samme kort, men alligevel vil de lige pludselig have man sender billede af sit pas mm. For at kunne få udbetalt

Dear Natascha,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Please provide the necessary documents in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Additionally, please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence.

Let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Hi I in no way agree that it should be could be right to have to send these picture information as they just write that it is not required if you just use the same card for both deposit and withdrawal and further more write that it is first required by over 500 eur

Hej jeg er på ingen måder enige i at det skal være kunne være rigtigt at skulle sende disse billede oplysninger da de netop skriver at det ikke kræves hvis man blot bruger det samme kort til både indbetaling og udbetaling samt ydeligere mere skriver at det først kræves ved over 500 eur

It must also be said that the problem is not that they want my account Confirmed in relation to with picture etc. but that they now claim that they can not pay out my winnings through my visa card which I have otherwise always used and can still use to deposit! They want me to set up an account in some foreign Banks app which has first and foremost received very bad reviews and is accused of fraud and which costs money to open an account in

And then Then deposit again with them to connect the new card so I could get my winnings paid out!

Det skal desuden siges at problemet ikke er at de vil have min konto Bekræftiget I forhold til med billede osv. men at de nu påstår at ikke kan udbetale min gevinst i gennem mit visa kort som jeg ellers altid har brugt og stadig kan bruge til at indbetale ! De vil have jeg skal oprette en konto i nogen udlandske Banks app som først og fremmest har fået meget dårlige anmeldelser og anklages for svindel og som koster penge at åbne konto i

Og så Derefter indbetale igen hos dem for at tilkoble det nye kort for så kunne få min gevinst udbetalt !

Thank you very much, Natascha, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

So

Tak

Hi Natascha,

I'm taking over your complaint. I will contact the casino and see if I can help.

Hi Peter Thank you very much for that, I am very grateful for that, as I myself have tried countless times to write to them without them answering or returning. I can see they write on their website that they offer transfers with both mobile pay and regular bank transfers! And I have therefore also tried to write to them and they can not pay out my money via that option, now that they claim that they can not still offer payment to my visa card, which otherwise has always paid in with and funnily enough still can pay in with ! But again they do not answer.

Hej Peter Tusinde tak det er jeg meget taknemlig over, da jeg nemlig selv har prøver utallige gange at skrive til dem uden de svare eller vender tilbage. Jeg kan se de skriver på deres hjemmeside at de tilbyder overførelser med både mobil pay og almindelige bank overførelser ! Og jeg har derfor også prøvet at skrive til dem og de så ikke kan udbetale mine penge via den mulighed, når nu de påstår at ikke alligevel kan tilbyde udbetaling til mit visa kort, som ellers altid har indbetalt med og sjovt nok stadig kan indbetale med ! Men de svare igen ikke.

We would like to ask the GoodWin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you hope they will answer you on why they claim can not pay via to my visa when still as I said can pay with it. Have started playing my winnings up then set on unfortunately is never money I will get paid back. But await you now before playing further up.

Tak håber de vil svare jer på hvorfor de påstår ikke kan udbetale via til mit visa når stadig som sagt kan indbetale med det. Er begyndt at spille min gevinst op da er indstillet på desværre aldrig er penge jeg vil få tilbage betalt. Men afventer jer nu inden spiller videre op.

Hello.

Firstly I want to apologize for the long answer, I really didn't notice this topic.

Regarding this case:

1) We requested verification of the account from this player, since the player's account had more than 500 euros, which means that we have the right to require verification from the player. In general, we have the right to demand verification of the account at any time, if we deem it necessary, this is indicated in the rules.

2) For some reason, the player did not want to go through verification (which is already strange, isn't it?) And began to wonder if the account had less than 500 euros, would verification be needed? After that, the player began to lose the balance so that it became less than 500 euros and did not pass verification (strange).

3) The player needed to unscrew x3 from the deposit in order to withdraw money (our standard rule, which we have on our website)

4) Still, we tried to withdraw funds to the player, but the bank (player's) rejected this payment. This is not our fault, it does sometimes happen to some players from some countries. We, in turn, reported this and asked for an alternative payment option, but the player did not go to the meeting and claims that we are delaying / not paying the funds, although I would like to note that we ourselves wrote to the player that we were asking for any other payment option. because we cannot pay with this card because of the bank, which rejects this transaction.

What questions can we ask when we, in turn, fulfill absolutely all requirements and comply with our rules?

We did not delay with the answers, they immediately explained to you at first about the necessary verification, and then explained why the withdrawal on your card did not work, but you did not want to understand this and only demanded that everything be done on your terms.

Hi thanks for trying, but am I speechless over their answers back which in part is completely untrue!

1) Correct that my balance was initially over 500 eur and therefore when initially contacted them, was informed that this required confirmation of my account! Since I did not want this, I therefore chose to play it down to below and then the problems began !!

2) yes I did not want to send pictures of all my personal information, as I am afraid to do this as after all it is a foreign gaming venue, and I still find it strange that this is suddenly required when you have to have the money paid out, but at no time was required in

then had to deposit !! And furthermore, they write nowhere that this is REQUIRED on their part, on the contrary, I have picture documentation of the opposite. I have also played on lots of other foreign, including Casoo casino where never had problems with payout without ever confirming myself with pictures etc.

3) that I needed to remove x3 on my deposit, I do not understand at all what means! And nothing again they have informed me about or written to me anything about!

4) yes they answered every 20 message I wrote but for me not good enough that they require me to make new debit card and even in places where people warn against these places and when I saw tried anyway it cost me money which I lost!

I will still maintain the right to ask myself wondering that they claim is not their fault and that my visa simply by mysticals should not work until they can pay out for this when still under all this could deposit with it! And get paid for it from other casino sites!

I'm trying to attach here a picture of my claim that they themselves write do not need confirmation.

Hej tak for i prøvet, men er jeg er målløs over deres svar tilbage som tildels er fuldstændig usand !

1) Korrekt at min saldo i første omgang var over 500 eur og derfor da i første omgang kontaktet dem, fik oplyst at dette krævet bekræftigelse af min konto ! Da jeg ikke ønsket dette, valgte jeg derfor at spille den ned til under og så begyndte problemerne !!

2) ja jeg ønsket som sagt ikke at sende billeder af alle mine personlige oplysninger, da jeg er bange for at gøre dette da trods alt er udlands spillested, og jeg finder det stadig mærkeligt at dette pludselig kræves når man skal have pengene udbetalt, men på intet tidspunkt blev krævet i

da skulle indbetale !! Og ydeligere skriver de ingen steder at dette KRÆVES på deres side, tvært imod har jeg billede dokumentation af det modsatte. Jeg har desuden spillet på masser af andre udlandske bl.a. Casoo casino hvor aldrig har haft problemer med udbetaling uden nogensinde at bekræftede mig selv med billeder osv.

3) at jeg havde brug for at fjerne x3 på min indbetaling, forstår jeg slet ikke hvad betyder ! Og intet igen de har oplyst mig om eller skrevet til mig noget om !

4) ja de besvaret hvert 20 besked jeg skrev, men for mig ikke godt nok at de kræver at jeg laver nyt betalingskort og endda på steder hvor folk advare imod disse steder og da jeg så prøvet alligevel kostet det mig penge som jeg mistet !

jeg vil stadigvæk opretholde mig retten til at stille mig undrende over at de påstår ikke er deres skyld, og at mit visa simpelthen af mystiskes ikke skulle virke til de kan udbetale til dette, når stadigvæk under alt dette kunne indbetale med det ! Og få udbetalt til det fra andre casino steder !

jeg prøver her at vedlægge billede af min påstand på at de selv skriver ikke behøver bekræftigelse.

Here is picture from their website

Her er billede fra deres hjemmeside

I will finally write that I have chosen to play the money up and never play in this place again and hope you will warn others against them

Jeg vil til slut skrive at har valgt at spille pengene op og aldrig spille på dette sted igen og håber i vil advare andre imod dem

Thank you GoodWin Casino and Natascha for your replies. Dear Natascha, it is not unusual for casinos to require verification from the players. In fact, it is a common procedure in most of the casinos unless you choose to play in an "anonymous" casino. I'm sorry, but I can't penalize the casino for this. I can only recommend you to read casino's T&Cs before you start playing. That's the most efficient way to avoid problems.

Best regards,

Peter