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Good day

On Friday March 11, 2022 I won 30,000 euros. I played with no bonus and free spins. After my big win I set a cool-off period of three days. My account was successfully verified the same day and the first two withdrawals (€4000 + €1000) were approved. I got the money transferred to my account on Wednesday March 16th.

Since I can have 5,000 euros paid out daily and 10,000 euros per week, I applied for a further 5,000 euros on March 12, which as of today (March 18) have not yet been approved. Several e-mails to the support were not answered or ignored. The live chat is not available for me (for whatever reason).

Today I played again and won another 6000 euros. The amount available is now 31,000 euros, of which - as I said - 5,000 have been pending for payment since March 12, 2022. I have now set a slightly longer cool-off period.

I have a bad and nauseous feeling...

Best regards

Dario

Guten Tag

Am Freitag, den 11. März 2022 habe ich 30'000 Euro gewonnen. Ich habe ohne Bonus und Freispielen gespielt. Nach meinem grossen Gewinn habe ich eine cool-off-periode von drei Tagen gesetzt. Mein Konto wurde gleichentags erfolgreich verifiziert und die ersten beiden Auszahlungen (4000 Euro + 1000 Euro) wurden genehmigt. Das Geld habe ich am Mittwoch, den 16. März auf mein Konto überwiesen bekommen.

Da ich täglich 5'000 Euro und pro Woche 10'000 Euro auszahlen lassen kann, habe ich am 12. März weitere 5'000 Euro beantragt, die Stand heute (18. März), noch nicht genehmigt wurden. Mehrere E-Mails an den Support wurden nicht beantwortet respektive ignoriert. Der live-chat ist für mich nicht verfügbar (weshalb auch immer).

Heute habe ich wieder gespielt und nochmals 6000 Euro gewonnen. Der verfügbare Betrag beträgt nun 31'000 Euro, wovon - wie gesagt - 5000 seit dem 12. März 2022 zur Auszahlung pendent sind. Ich habe nun eine etwas längere cool-off-periode gesetzt.

Ich habe ein ungutes und flaues Gefühl...

Herzliche Grüsse

Dario

Dear Mister_Schweiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Since you have won a large amount of money, there is a chance that the casino has to perform a routine gameplay check to see if you obtained your winnings legaly.

I will set the timer for additional 7 days. If you don’t receive another withdrawal by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Thank you for your response.

I have not yet received the money or the payments are still "pending".

Support has been putting me off with the same sentences for more than 10 days: "that your request is still in process by our senior department" etc. and 5 days ago you informed me by email that "the finance department is currently processing my payments".

I won 36'000 euros and the first 5000 euros were approved and transferred more than two weeks ago. Apparently it wasn't a problem "back then" and didn't require days of checking. But now the prize is apparently being checked thoroughly, although they have already paid me money from this same prize.

I'm just afraid of not getting my money.

Vielen Dank für Ihre Antwort.

Ich habe das Geld noch nicht erhalten respektive sind die Auszahlungen immer noch "ausstehend".

Der Support vertröstet mich seit mehr als 10 Tagen mit denselben Sätzen: "that your request is still in process by our senior department" etc und vor 5 Tagen haben Sie mir per Mail mitgeteilt, dass "gerade jetzt das Finanzdepartement meine Auszahlungen bearbeitet".

Ich habe 36'000 Euro gewonnen und die ersten 5000 Euro wurden vor mehr als zwei Wochen genehmigt und überwiesen. Anscheinend war es "damals" kein Problem und es bedurfte keiner tagelangen Überprüfung. Nun aber wird der Gewinn anscheinend auf Herz und Nieren überprüft, obschon sie mir von ebendiesem Gewinn bereits Geld auszahlten.

Ich habe schlicht Angst, mein Geld nicht zu erhalten.

I fully understand your frustration, Mister_Schweiz. However, I will set the timer for additional 4 days giving the casino two full weeks to process the payment and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good day

Yesterday I received an email that another 4000 euros were accepted and transferred. My account balance is now 27,000 euros.

Today my account was blocked or deactivated! I can not log in anymore. I have not received an explanation.

My fear was justified: I ask you to react politely and not to set any more timers.

Thank you very much.

Guten Tag

Gestern habe ich eine E-Mail erhalten, dass weitere 4000 Euro akzeptiert und überwiesen wurden. Mein Kontostand beträgt nun 27'000 Euro.

Heute wurde mein Konto gesperrt respektive deaktivert! Ich kann mich nicht mehr einloggen. Eine Begründung habe ich nicht erhalten.

Meine Angst war berechtigt: Ich bitte Sie nun freundlich zu reagieren und keine weiteren Timer zu setzen.

Besten Dank.

Thank you very much Mister_Schweiz for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Mister_Schweiz,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GoodMan Casino to join the conversation and aid in the resolution of this complaint.

Dear GoodMan Casino, can you please clarify the situation with the player's account/withdrawals?

Dear Mister_Schweiz,

We would like to kindly inform you that we are currently managing the situation that has arisen. We still need to gather additional information in order to be able to fully answer all your questions.

Meanwhile, we advise stay in contact your VIP Manager Joe so that he can also keep you updated in this matter. If you have some other questions, you can contact us via email at support@goodmancasino.com.

Your patience in this matter is greatly appreciated!

Dear CasinoGuru Team,

We will let you know the cause of the withdrawal delay as well as player's account closure as soon as we have figured every intricacy out. Be rest assured that we are doing our best to resolve the case in quick and qualitative manner.

Thank you for your understanding and cooperation!

Hello Goodman Casino,

Thank you for your response. I will extend the timer to allow more time to gather the information and we will await further update from you.

Good day

Thank you very much for your message. They advised me to keep in touch with my VIP manager Joe. I have written to him 3 times in the last 7 days and have not received a reply. I've been waiting for my money for a while now. Unfortunately I have not received any useful information other than copy-paste messages. I therefore ask you to downgrade the reputation of the casino as soon as the timer runs out. Thank you very much.

Guten Tag

Besten Dank für Ihre Nachricht. Sie haben mir empfohlen mit meinem VIP-Manger Joe in Kontakt zu bleiben. Ich habe ihm in den letzten 7 Tagen dreimal geschrieben und keine Antwort erhalten. Ich warte nun seit geraumer Zeit auf mein Geld. Leider habe ich ausser copy-paste-Nachrichten keine brauchbare Information erhalten. Ich bitte deshalb die Reputation des Casinos herunterzustufen, sobald der Timer abgelaufen ist. Besten Dank.

Dear Mister_Schweiz and Casino Guru Team,

Thanks for the opportunity to make the case crystally clear for everyone. We would like to inform you that player's account has been closed on a sister brand due to Responsible Gaming policy.

If player's account closure reason is Responsible Gaming, it should be closed over all sister casinos, working under the same licence, at the same time. This is the only one reason why player's account has been closed at Goodman Casino - if a player has one account closed due to Responsible Gaming, all the other accounts, under the same licence, are closed too. 

We would also like to reassure Mister_Schweiz and CasinoGuru that the player will undoubtefully receive his balance.

The last payment was approved yesterday, on April 4th and is already on its way. Next transaction is already on the horizon, so there are no reasons to worry.

However, Mister_Schweiz, we kindly ask you to note that your account is permanently closed without any option to be reopened in the future. 

We hope that this clarifies the situation for all parties involved and the case will be resolved accordingly. 

Feel free to let us know if any questions are left unanswered.

Sincerely,

Goodman Casino Team

Thank you very much Goodman Casino Team for clarifying the situation.

Dear Mister_Schweiz,

It is common practice for a casino group to close all of a player's accounts across their brands if one of them has been closed due to responsible gambling reasons. This is done for the safety of the player.

Does this sound accurate? Have you had an account at a sister casino closed for such reasons, either by request or by decision of the casino?

Good day.

Thanks for the messages: It is true that I requested a ban from a casino. That's OK. However, that is not the title of the complaint. My complaint is titled "Players withdrawal has been delayed" and not "Player's account has been terminated". I made a complaint because there are problems with the withdrawals. I also made the complaint before the account was closed, as you can see. Over two weeks ago I complained that I had not received my money. Today is April 6th and I still haven't received my money. So, in my opinion, the complaint has not been resolved.

Hello Mister_Schweiz,

Thank you for the response. To clarify, I wasn't suggesting that the complaint was resolved, merely making sure that the information is correct and that the account has been closed for a fair reason, as you stated you had received no explanation previously.

With regards to your withdrawal, the casino has stated that you will receive your balance and we will keep this complaint open until we have confirmation from you that this has happened.

Dear Goodman Casino Team,

Can you please provide a timeframe in which the player can expect their payments to be completed?

Good day.

As you can see, it is very difficult to communicate with the casino. We will not receive an answer to a simple question from you for 5 days. So it is with the support. Again and again you write to me, I have to contact my VIP manager with my concerns. I've done this three times in the last few weeks, but never received an answer.

Dear Casino Guru Team,

We would like to inform you that it is a bit complicated to predict the exact time frame a player gets funds credited to his bank account. There is a certain delay from the moment player's withdrawal request is approved until a player gets it.

Classic bank transfer is the only payment method available if player's account is closed due to Responsible Gaming Policy and could take up to 7 days. Other payment methods couldn't be used due to Responsible Gaming account closure. We have to follow a strict internal procedure every time we debit funds from someone's balance to process the next bank transfer - therefore, it does take some time.

We do our best to process and complete a cashout to Mister_Schweiz more or less 1-2 times a week.

There is no reason to worry, as the player keeps getting his balance on a weekly basis with completely zero risk of losing it since the account is closed.

Another player's withdrawal has been approved earlier today.

Please let us know if there are any problems or misunderstandings that are unsettled - we will more than happy to clarify the situation!

Best regards,

Goodman Casino VIP Team

Dear Goodman casino,

Thank you for the explanation.

Dear Mister_Schweiz,

Have you received any payments to date? What is the outstanding amount?

I received the last payments on March 24th and April 6th. The amount of 23,000 euros is still open.

Warm greetings

Die letzten Zahlungen habe ich am 24. März und am 6. April erhalten. Noch offen ist der Betrag in Höhe von 23'000 Euro.

Liebe Grüsse

Why did goodmancasino include the following statement in its statement? I do not understand you:

"Another player's withdrawal was approved earlier today"

Weshalb fügte das goodmancasino in seiner Erklärung folgende Erklärung an? Ich verstehe sie nicht:

"Der Rückzug eines anderen Spielers wurde heute früher genehmigt"

Dear Mister_Schweiz,

Has there been any further progress with your payment?

Kind regards,

Adam

The payouts are coming slowly, but they are coming. (but not 1-2 times a week as promised). I assume you agree that goodmancasino is difficult to communicate with. I suggest you leave the complaint open until I receive all the money.

Thank you very much.

Die Auszahlungen kommen langsam, aber sie kommen. (aber nicht wie versprochen 1-2 Mal pro Woche). Ich nehme an, Sie gehen mit mir einig, dass die Kommunikation mit goodmancasino schwierig ist. Ich schlage vor, Sie lassen die Beschwerde noch offen bis ich das gesamte Geld erhalten habe.

Herzlichen Dank.

Hello Mister_Schweiz,

I am glad that you are still making some progress. I will of course leave the complaint open until you confirm payment in full. Please do continue to keep us updated.

Hello Mister_Schweiz,

Have you received any further payments to date?

Dear Mister_Schweiz,

Could I ask you to please provide an update regarding your payments? Please be aware if we do not hear from you within the set timeframe, the complaint will become rejected.

Kind regards,

Adam

Good day. The payments come in regularly. I think that in 2-3 weeks the total will be in my account. I will get in touch as soon as there are any discrepancies or I have received the total amount. Thank you very much. 

Hello Mister_Schweiz,

Thank you for your response. I will set the timer for 14 days and await further update from you.

Hello Mister_Schweiz,

Can I ask you to please provide a further update on the progress of your payments?

Kind regards,

Adam

Hello Mister_Schweiz,

Are you still making progress with your payments? Please provide an update regarding the outstanding amount.

Please be aware if we do not hear from you within the set timeframe, the complaint will become rejected.

Dear Mister_Schweiz and Casino Guru Team,

We're getting back to you about the payments.

As promised, the remaining game balance has been finally paid out in full on a weekly basis, as promised. Please, be informed that the last player's cashouts were successfully approved on May 24th and May 25th and are already on their way.

We hope that this confirmation will help to mark the ongoing case as resolved. 

Thanks to both parties involved for patience and collaboration in this matter!

If you require any additional information, please, feel free to ask.

Sincerely,

Goodman Casino Team

Thank you for the update, Goodman Casino Team.

Dear Mr_Schweiz,

Please let us know when the outstanding payments have been received.

Kind regards,

Adam

Dear Mr_Schweiz,

That is great news, I am glad to hear that the issue has now been fully 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.

Kind regards,

Adam