I made a deposit and won a satisfying amount which I wanted to withdraw. I chose to withdraw 10EUR using crypto (I deposited using my LTC wallet and wanted to withdraw to my LTC wallet as well). I have been waiting for quite some time now. I have also tried to contact them via their chat facility - there is nobody there. I haven’t received any reply to several emails I have sent. I managed to contact someone via their Telegram and was assured that my withdrawal request of 200EUR was passed to their financial department. The casino seems to be dead. Their licence seems to be expired. I do think it is a scam. Could you help me, please? I wouldn’t like to lose my money.

Dear slppl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested and what's the amount (€10 or €200)? Was your account successfully verified in the past?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Lastly, I have checked the License Validator on the website, and the license seems to be valid (see below).

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, slppl, for your replies. Could you please advise if your account has been successfully verified in the past?

It has never been verified as they have never requested any documents from me. I can even send them a photo of my cat if they wish.

Thank you very much, slppl, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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.

Hello slppl,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite GoodWin Casino to the conversation and to participate in the resolution of this complaint.

Thanks a lot Adam. I really appreciate your help. Hopefully they will pay me one day.

I have just received my winnings. The case can be closed.

Dear slppl,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.