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Golden Star Casino - Delaying payout of €30,000 winnings

RESOLVED
Complaint Info
Disputed casino Golden Star Casino
Reason Delayed payment
Amount € 30000
Posted on July 10, 2020

I have registered and played at the Golden Star on Monday Evening and was very lucky on the Breakaway slot.
My total winnings are 30.000 Euros. When i first wanted to withdraw my first 5000 Euros (daily limit) it got rejected because they needed another document, which i provided. Now my Profil should be verified.
But they do not work on my withdrawal. Everytime i ask for it, i am told to wait and that they have to double check. I do not know what this is, but they working against their Terms of Condition. It is said in the TCs: The period of processing requests for withdrawals is from 0 t 24 hours.
We are now over the 24 hours and i want an answer where my money is.

Posted on July 10, 2020

Dear askgambler team,

I am happy to tell you, that finally verification got approved and the first two withdrawals of each 5000 Euro has landed on my Skrill account.
Unfortunately there are two more weeks for the rest to withdraw because of the weekly limits.

AskGamblers
Posted on July 10, 2020

Dear @zidi455,

The AskGamblers Complaint Team is kindly asking you to update your complaint and let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong with your outstanding payment/s.

Thanks in advance for your cooperation.

Posted on July 12, 2020

Everything’s ok for now!!

I am just waiting for next week for the next withdrawals, but for now I have got two withdrawals so everything is fine now

Posted on July 12, 2020

Dear ZIDI455 and ASKGAMBLERS team,

The first withdrawal request, as well as the second one were cancelled, as your account was not verified. As soon as you provided us with all the documents, requested for a verification process, the withdrawal was approved during 6 hours, while, according to our rules, this process may take up to 24 hours.

Right now, 2 withdrawals for 5 000 EUR each were approved. You will get the funds, left on your gaming balance, in accordance to the limits(5 000 per day, 10 000 per week and 30 000 per month).

Thank you for understanding! Hope, you will be more satisfied with our service.

With warmest regards,
Golden Star Casino team

AskGamblers
Posted on July 13, 2020

Dear @zidi455,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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