Golisimo Casino - Игрок заявляет о задержке выплат.

I would like to make an official complaint about Golisimo Casino regarding my withdrawal request, which has not been paid within the agreed time. I have made two withdrawals on 21.8. 500€ and 23.8. 400€ My withdrawal has been pending for an unreasonable amount of time, and the casino has not given a clear reason for the delay. The customer service responses have been generic, and no concrete timetable has been given.

I have submitted all the requested documents and my account has been verified. However, the withdrawal has not been processed and the casino has not taken any action. I request Casino Guru to look into the matter and contact the casino so that my withdrawal is processed immediately.

Haluan tehdä virallisen valituksen Golisimo Casinosta koskien kotiutuspyyntöäni, jota ei ole maksettu sovitussa ajassa. Olen tehnyt kaksi kotiutusta 21.8. 500€ ja 23.8. 400€ Kotiutukseni on ollut odottamassa jo kohtuuttoman pitkään, eikä kasino ole antanut selkeää syytä viivästymiselle. Asiakaspalvelun vastaukset ovat olleet geneerisiä, eikä konkreettista aikataulua ole annettu.

Olen toimittanut kaikki pyydetyt dokumentit, ja tilini on vahvistettu. Siitä huolimatta kotiutusta ei ole käsitelty, eikä kasino ole edennyt asian kanssa. Pyydän Casino Gurua tutkimaan asian ja ottamaan yhteyttä kasinoon, jotta kotiutukseni käsitellään viipymättä.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear JONKKUH,

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

Hi, I still haven't received the money. When I ask them about it, they always give me the same answer! It's been almost 2 weeks already.. "Thanks for waiting Jonna. Huge congratulations on your amazing winnings!

I know exactly how it feels when you win and how anxious you are to see the money arrive in your account. I completely understand that delays can be frustrating and worrying.

I have checked your withdrawal status for you and it is currently undergoing a routine review by our finance team. These checks are standard practice for us to ensure the complete security of your money transfers.

You can rest assured that everything is in perfect order for you. I will personally ensure that this final step is completed quickly so that we can release the funds to you without unnecessary delays.

Thank you very much for your understanding and for being patient for a little while longer!

Ninni says:

Let's keep our fingers crossed for a quick resolution so you can get your money in your hands soon.

"Could I perhaps have helped with something else in the meantime?"

Hei, rahoja en vieläkään ole saanut. Kun asiaa kysyy heiltä, aina tulee sama vastaus! kohta kulunut jo 2 viikkoa.. "Kiitos kun jaksoit odottaa Jonna. Valtavat onnittelut upeista voitoistasi! 

Tiedän tismalleen, miltä voiton hetkellä tuntuu ja miten kovasti odotat rahojen saapumista omalle tilillesi. Ymmärrän täysin, että viive voi mietityttää ja turhauttaa.

Katsoin kotiutuksesi tilanteen puolestasi, ja se on parhaillaan taloustiimillämme tavallisessa rutiinitarkistuksessa. Nämä tarkistukset ovat meille vakiokäytäntö, jolla varmistamme rahansiirtojen täydellisen turvallisuuden.

Voit olla täysin levollisin mielin, sillä omalta osaltasi kaikki on täydellisessä kunnossa. Pidän henkilökohtaisesti huolen siitä, että tämä viimeinen vaihe saadaan hoidettua nopeasti, jotta pääsemme vapauttamaan varat sinulle ilman turhia viiveitä.

Suuri kiitos ymmärryksestäsi ja siitä, että jaksat odotella vielä hetken!

Ninni sanoo:

Pidetään peukkuja nopean ratkaisun puolesta, jotta saat rahasi pian käsiisi.

Oisinko kenties voinut auttaa jossain muussa asiassa, sillä välin?"

Dear JONKKUH,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, they paid €400 yesterday, September 4th, and still have €500 to pay.

Hei, ovat maksanut eilen 4.9. 400€. vielä edelleen maksamatta 500€.

Thank you for the update. Please keep us updated about the remaining withdrawal.

To better understand on what could be the reason for the withdrawal delay, please allow me to ask a few questions.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account?
• If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Dear JONKKUH,

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.