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Golden Star Casino - Failure to verify my documents after weeks

RESOLVED
brittanylh Australia
posted on June 20, 2017.

I am writing because I am having trouble getting my documents verified to be able to withdraw. I requested a withdrawal on the 1st June and submitted my documents the same day.

Between then and now I have sent three emails via their contact page asking how long it takes to verify my documents, if they needed anything further from me and have my withdrawal processed with no reply.

Last week I started a live chat to ask these questions. I was answered with 'we will do it soon' I then asked for an eta and was not answered (I'd go as far as saying ignored) so I closed the chat.

Today my withdrawal was discarded and returned to my account balance.

It's now been 15 business days, I understand the importance of checking documents however I feel like it has been well over a reasonable amount of time and feeling ignored with zero contact from the casino.

I'd just like to know how much longer I need to wait and if there is anything further I can submit to finialise my withdrawal.

AskGamblers
posted on June 21, 2017.

Dear @brittanylh,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

brittanylh Australia
posted on June 21, 2017.

Golden Star Casino have contacted me with a very friendly email explaining that my funds were returned as they could not process to my bank account. I immediately re-requested via Skrill and they have now approved my withdrawal and transferred to my Skrill account. They also offered me 20 free spins as an apology.

AskGamblers
posted on June 21, 2017.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.