Golden Lady Casino - Refusal to allow withdrawal of $4,914

UNRESOLVED
dleroy46 United States
posted on September 14, 2015.

I won $4,914 on Friday and could not withdraw since it indicated I reached withdrawal limits. I hadn't withdrawn anything. Went on to live chat without a response. On Sat. I reached Frank and he said I had to play $375 more to reach promotion. I did and again I couldn't withdraw. I reached him on live chat and he said something was wrong with the withdrawing and I should contact him in 4 hours. Four hours later no one is available on live chat. Two hours later I reach someone and they say Frank is away. I went on yesterday and was able to access the withdrawal screen but it wouldn't process it. I contacted live chat and someone named Ivan, always Alex or Frank who I believe are the principals, indicates I have 9800 more to play. Then he says no I have 11890 to play. I told him I had reached the promotion and had confirmed that with Frank yesterday and tracked my wagering also. He then tried to say I was in a different promotion but I had saved a copy of the promotion since all of them had been deleted from the cashier screen. I forwarded the promotion to him and then he agreed I had met it. I requested Frank or Alex advise me why I can't withdraw the funds I won and of course he said both were away. I told him I would report these actions that is ridiculous since I had played 35 times and finally won at their casino and can't withdraw. I got off the site. Later on I tried to go back on the site and my account is now blocked. ALL US Players and others should avoid this casino. They will persistently contact you to play and wager but if you do win you won't get paid. I will attempt to contact other agencies so this does not happen to any one else.

AskGamblers
posted on September 18, 2015.

Dear @dleroy46,
Any update considering your complaint? Thank you.

dleroy46 United States
posted on September 19, 2015.

Contacted Golden Lady and Alex said I had one day to meet the promotion and it is gone. I told him I met it in 24 hours which is one day but would of met it in 5 hours if someone was available on chat or the promotion was still on the cashier screen. The next morning at 8:30 a.m. Frank told me I had 365 dollars to play remaining on the promotion and I played it. He said Frank was wrong, chat not available, cashier screen not available, withdrawal indicated I had exceeded limit. So basically Alex is the only one that knows anything and he was on an international trip and just got back. This site is a total SCAM - now I am offered free play with of course a play through and less than I won to drop this. I have contacted an attorney in Cyprus to pursue my winnings and if successful, I will publish the firm's name for others that have lost money due to their excuses and lies. A complaint will also be filed with the licensing board in Cyprus.

AskGamblers
posted on September 25, 2015.

This case has been reopened upon player’s request and we would like to give it one more chance for a successful resolution.