Complaint #37 Golden Star Casino

Giving me a hard time withdrawing $450

By Jacinta W.

7 years ago

I’m new to Golden Star. I joined after they had such a good score from ask gamblers.
I verified my card and all was going well. Then I made a withdrawal of $250. It did not get processed in the 12-24 hour period as the terms stated. I was told this was because it was the weekend. So I kept playing. I then made another withdrawal of $200.

Now I’m being told I cannot withdraw via visa due to some technical issue and that I must use a different method and of course deposit by that method first.

I have no trust and don’t want to throw any more money away.

Really I just want my money.

Pls help

Disputed Casino Golden Star Casino

Reason Declined payment

Amount $450

Discussion

AskGamblers

• Support Team

7 years ago

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.

Cinty101

• Victoria

7 years ago

I have just checked my bank. I have received a payment of $387.50.

Thank you but disappointed that I withdrew $450 and only received $387.50.

This can now be closed

Golden Star Casino

• Representative

7 years ago

Hello, Cinty101 !

We are really sorry for the delay. The thing is that this payment of 450 AUD was actually transferred to your bank account by our financial

department a week ago. However, bank transfers could take up to 5 bank working days to be completed. In this case, you should have already

received your winnings by now.

There is also some kind of bug in our admin area with the confirming of this payment. That's why, it's still shown as "pending".

I will attach the screenshot, so you can see that this payment was done and signed. Moreover, there you can see that we chose the standart

transmission as a payment method and the execution date is 19.10.2018 . It means, that you should get your money counted on your accouny by

that date.

Thank you for understanding!

Sincerely,

Golden Star casino team

Cinty101

• Victoria

7 years ago

I have not heard from Golden Star since the email I copied above.

My withdrawal still shows as pending.

Golden Star Casino Complaint Stats

Resolved 27 / 27

Avg. Amount $3,125

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Golden Star Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 18 out of 18 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Golden Star Casino Complaints

See all complaints for this casino

Unnecessary delay in cash out

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Refund delayed declined

Dear AskGamblers Team! I'm writing a complaint because i have troubles getting my money from Golden Star casino! I stumbled upon the website, and decided to sign up. Before signing up I have asked their live chat whether if I'm allowed to place bets from Finland , which they have confirmed therefore I've signed up. Once the deposit went through however I couldn't place any bets. I contacted their customer service via Live Chat and they were not able to resolve this issue. Next I wanted to withdraw my money however I was denied, due my profile was not verified yet. I verified it and after verification they have told me that I can't withdraw my money unless i wager 3x times the deposited amount. Therefore they've directed me to send an email to their customer service from which i've later received that due to geo-restrictions I am unable to wager my money. So at this point I couldn't withdraw my money due to the fact that I was unable to wager because of their geo-restrictions. After that the customer team asked me to provide my bank account details which I did. They've told me that the issues has been forwarded to their payment provider however they could not tell me a definitive timeline how long would it take to review my case. Furthermore I've read the casino's Terms and Conditions and I could not find a paragraph where it says players from Finland are not allowed to participate. Secondly I was mislead by their live chat as they have told me that I can place a bet from Finland, which they've admitted in their apologising email. Lastly if this is the case why am I able to open their website from Finland if they have geo-restrictions? So therefore I think it is completely unreasonable for them to hold my deposited 200 euros as I was mislead by them, furthermore I can not fulfil their wagering requirements due to geo-restrictions, so my money is stuck with them. I would like to ask Golden Star Casino to provide an immediate payback of my deposited funds as they are holding my money wrongfully. 4 days have been passed and there is still no information from them.

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Crypto deposit not credited to account

Dear Askgamblers-Team,

I made a cryptocurrency deposit to Golden Star Casino using Binance more than 14 days ago. Since then, I have been unable to access my deposit for playing, nor have I received a refund. Despite multiple follow-ups with the casino’s customer support, I have only received vague responses stating that they are waiting for a response from their payment provider. They have not provided a concrete timeline or a clear solution.

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Thank you for your support in advance.

Best regards,
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Goldenstar reduced my balance unjustifiably

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This complaint will be solved at my end when gs gives that little over 1000€ back and lets me withdraw it.

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Payment delayed because of technical issue

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Withdrawal 1900 Euro Not Processed

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I am really confused about the Dama N.V. casinos, which Golden Star seems to be a part of. Some are excellent and payout within hours, while others - like this one - do not seem to care a bit about their customers.

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Delay in transferring profit withdrawal

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Attached and showing you the date of the profit withdrawal process on April 26, 2023

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Delayed Paymant of 5k Euros winnings

Hello there Ask Gamblers :)

I play at Golden star Casino since months and my profile is fully verified.

On 13.04.2023 I made a withdrawal request of Euro 5000 and since then the withdrawal is pending. Already contacted the casino and the only answer I get is to wait cause they have for the moment much winners and they need time to pay out. but in the own Terms and Conditions of the casino is standing that the pending time of one withdrawal is from 0-24 h and in my case is taking much much longer. I did not had any bonus to wager or anything else. I have Chosen this casino because the promote very fast withdrawals and this is always a big plus for me, but in my case there is no fast withdrawal just waiting and waiting to get my winnings.

Thanks and hope to find here a solution

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Queen of ice massive win glitch

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It only paid $1000. from my calculations that should have paid close to a jackpot win (around $15,000. I was playing at $25 a spin!!! I was completely devastated. I contacted the VIP casino manager and she replied stating 'As I can see, all your bets were calculated correctly.'

I've continued to ask for help but they still haven't offered a resolution almost a week after the incident! something isn't right here. No response from their 'provider' either. The longer this goes on the more I fear they are just going to brush it under the table. I should have been paid out from those wins and I wasn't.

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Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

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