Golden Galaxy Casino - Payment delayed for more than a 2 weeks

RESOLVED
posted on June 13, 2014.

Hello,

my name is Tomas Bursa. I've started to play at Golden Galaxy casino using their no-deposit bonus.
At first I have tried to withdraw the money without the deposit and casino replied:

"Dear Tomas,
We are really sorry for the inconvenience.
We are glad to inform you that the documents were received and approved.

Please note that the maximum that can be withdrawn from the free no deposit bonus is $125.
Also, in order to process it a minim deposit of $20 is necessary."

Than I made the first 20 USD verification deposit using my credit card and made a withdrawal of 125 USD.

That was on 30/05/2014 using their MasterCard withdrawal option.

Since that day no one contacted my, I have tried waiting long hours on their customer support chat and sent them multiple e-mails, still with no reply.

I know that the amount is not as high, but this is for me a principial matter and I want it solved.

With best regards

Tomas Bursa

posted on June 16, 2014.

I will look into your query and revert back later today im sorry for the delay

posted on June 17, 2014.

Hi Tomas

I am sorry for the delay in getting back to you on ask gamblers i was travelling and unfortunately not able to get online too frequently,
That being said i have looked into your query again and have the below mentioned details from my boss

The player who is waiting on withdrawal, the bank he uses has an american intermediary bank which bounced his payment, we now have to pay him via moneybookers.
last i heard this was being funded and his payment processed

So according to my feedback it has been resolved, please verify this for me so i can close the matter on my end, or further follow up for you?

Many thanks for your patience, i will wait to hear from you

Regards
Liz

posted on June 17, 2014.

I still see my payment as pending withdrawal.
I have a Skrill account but no-one asked me for any details, so I don't know what's currently going on.

Could you tell me, what should I do know?

Sincerely

Tomáš Bursa

posted on June 17, 2014.

Hi Tomas

Since my email this morning to you i have received further feedback from my casino manager Marina, she has sent you 3 emails requesting your follow up details apparently to complete this payment, if you dont mind i will forward her email with the suggested attempts to contact you to your email address, maybe they have/had the incorrect details, this way you can send through the required details and you can be paid.

Im really sorry again for the inconvenience and apparent mis communication, but we really would like to resolve this sooner than later so if you bare with me and check your email in the next 5 minutes you will see we have attempted to settle with you..

From there you can send me the Skrill details and i will have you paid

Thanks again
Best
Liz

posted on June 17, 2014.

I have just sent you in reply via e-mail my Skrill credentials.

Tomas Bursa

posted on June 17, 2014.

After checking all folders of my e-mail I can state that I didn't receive any respond until e-mail from Liz Holland today. It could have been result of a technical issue.

posted on June 18, 2014.

Thanks Tomas i have received your email and will take care of your payment, i will push for an urgent resolve

Anything else please dont hesitate to contact me
Best
Liz

AskGamblers
posted on June 21, 2014.

Dear @Tomas.Bursa2,
Did you got your funds? Can we close your complaint?

posted on June 21, 2014.

I was assured that my payment will be processed ASAP (on 18/6), but payment via Skril as stated was not received yet. I will see on Monday (closest business day).

posted on June 23, 2014.

Hi Tomas

I will check in with Marina and find out what has happened re your payment, i will revert back as soon as i hear back.

Thanks
Liz

AskGamblers
posted on June 24, 2014.

Dear @Tomas.Bursa2,
Did you received your funds?

posted on June 25, 2014.

Hi Tomas

Your payment was made, please confirm whether you have received it so we can close this thread and move forward.

Many Thanks, if you need anything else please dont hesitate to contact me

Regards
Liz