Complaint #38 Golden Star Casino

Refused to pay winnings because I failed to remember what game I played one year ago

By Oleksii K.

7 years ago

Message on forum

Hello!

Goldenstar-casino confiscated 742 euro from me with the ridiculous arguments. First, they asked me for a lot of different documents. As if that was not enough - they asked me for the video conference on Skype. It sounded quite humiliating but still I agreed. After they talked to me on video Skype, they asked me if I remember what games I played at their casino. The gameplay they asked about happened ONE YEAR ago. So I could not remember the name of the specific slots. They informed me that since I don’t remember which slots I played at their casino - then they will not pay me. That sounded VERY ridiculous. Many people don’t remember what games they played yesterday, not 12 months ago. Anyway, I succeeded to remember one of the slots I played at their casino and even the bet size. I immediately wrote about this to the casino. Here they started lying right away claiming that I did not play that specific slot. I insisted and asked them for the game history. And guess what happened next? They replied that I indeed played that slot but I also played other slots and since I am not able to give the a full list of the slots I played at their casino one year ago - they WILL NOT pay me my winnings anyway. Can anybody believe it? Asking for the numerous documents, then for the selfie photos, then for the Skype video conference and then refusing to pay me because I cannot remember the full list of the slots that I played ONE YEAR AGO. This is exactly what happened to me at Goldenstar-casino.

Disputed Casino Golden Star Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

Dear @Ovengo77,

Thank you for complying with our request and attaching the discussed screenshot from your Account Interface, section Documents.

Unfortunately, this screenshot confirmed the statements left here on behalf the Golden Star Casino management and namely, that you failed to comply with their verification process in a timely manner. As a result, you have been found in violation of the term/s quoted below:

If the Gambler fails to provide the requested documents within two weeks from the date of the request for withdrawal, the withdrawal of funds is canceled, and the Gambler’s account is disabled. In this case, the Casino has the right to suspect the Gambler in illegal activities, Casino fraud, provision of false information, cheating and other fraudulent activities. The Casino reserves the right to cancel all bets and winnings, or to use the funds on the gaming account of such Gambler for the compensation of its own losses and potential losses of third parties.

Based on the above, AskGamblers Complaints Team believe the Golden Star Casino management acted in accordance with their verification procedures and policies as well as general casino terms and conditions and it was the player who failed to comply with these which resulted in their payment being declined as per the relevant casino rules.

We would also like to remind complainant that in case of a disagreement with our decision player is free to forward the matter in font of the relevant regulatory body.

Case closed.

Golden Star Casino

• Representative

7 years ago

Dear @Askgambler team,

Could you please let us know what is your opinion on this particular case? Thank you.

Golden Star Casino

• Representative

7 years ago

Dear @Ovengo77,

Nobody is asfraid of keeping you account opened. However, there should be hursh rules for the players who abuses bonuses using a specific strategy to get win. And you are one of those for sure, as you also were noticed with abusing at Loki casino as well.
You were given 24 hours to make a screenshot from the Documents section in your casino Account interface. It's been over 60 hours since we reopened it and informed you about that. In this way, we would like to let you know, that you have just failed to do one more request in a timely manner. Nevertheless, your account is still opened till the end of the day, so you can finnaly make that screenshot.

Sincerely,

Golden Star casino team

Ovengo77

• Ukraine

7 years ago

Here I attach the requested screenshot. A necessary addition. First, I have also provided my utility bill and passport copy to the casino. The Selfie request followed it. For some reason, this upload is not reflected in the Cashier. I have some other Direx NV casinos which I played at and downloaded the documents and those casino have exactly the same user interface as Goldenstar casino. I have checked those casinos and the history of downloaded documents is empty there (although , I have definitely downloaded my documents there). Also, my original Selfie file was in .jpg format and on the casinos website it is a .jpeg file and also having a totally different name than the one I have sent to the 1 week before. I could change the name but there was no ANY reason to change the file's extension. The level of control by the casino on this feature should be taken into consideration. With their (casino staff) history of lying and misrepresenting the facts (read my posts above) this is a valid base for all kind of suspicions.
Second, I have posted a screenshot above with the email + selfie sent to the casino on 29.01.18. This explains the date on the Selfie (piece of paper with the casino's name on it).
Third, and the last one - my Identity was confirmed finally and without any doubt by the casino during the Skype Video conference which happened about 2 weeks ago and was initiated by the casino with the sole announced purpose to identify me.

Regards

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 Complaints

See all complaints for this casino

Unnecessary delay in cash out

I don’t know whats wrong with them they clearly mentioned on their website thats interac withdrawal will take 0-48 to complete. I waited 72 hours withdrawals is still pending worth of $3000. I contacted them they are saying we need additional verification although my account is fully verified. Live support is saying we don’t have any timeline for completion of this additional verification. And my other 2 withdrawals are stuck too total worth $6400 CAD

Resolved

$6,400

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.

Resolved

€200

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.

I am seeking assistance to either have my deposit made available for use or receive a full refund promptly.

Thank you for your support in advance.

Best regards,
Nightlover76

Resolved

$61

Goldenstar reduced my balance unjustifiably

Hello, i was playing at golden star casino about two weeks ago. I took a bonus which was advertised by email (screenshot at attachments). I played the bonus fully thruw but when i spun the last wager system took over 1000€ out of my balance. I contacted chat support and they said maximum win limit was reached. There is no such limit anywhere on the terms and conditions. As you can see from the screenshots of livechat , support person could not find that rule either. After that ive been getting answers like "manager has not yet responded" but for two days now looks like support doesnt even know what i am talking about.

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

Resolved

€1,000

Payment delayed because of technical issue

after i spend 2000 euros on Golden star Casino i want to withdrawal 350 euros. Thei ask for verification , all good, i have the transaction in pending from 14 june 2023. and te last answear it was that is a technicall issue and i still didnt get any money in my bank account. thei said maximum 7 days and i get my money . still nothing.

Rejected

Withdrawal 1900 Euro Not Processed

I am waiting for Golden Star Casino to process my withdrawal of 1900 Euro for 5 days now. Another 8,000 Euro were requested to pay out yesterday. Their support is not helping on this and my dedicated "VIP Manager" keeps telling me everyday to be patient. This long wait contradicts their own Terms and Conditions that state all withdrawals are processed within 0-24 hours.

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.

Resolved

€9,900

Delay in transferring profit withdrawal

I have a complaint against Golden Star Casino regarding withdrawals of profits that have not taken place for more than a week now, bearing in mind that all their requirements have been submitted to them since the activation of my account with them.
-
Attached and showing you the date of the profit withdrawal process on April 26, 2023

Rejected

$10,000

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

Resolved

€5,000

Queen of ice massive win glitch

On 25th August I deposited approx $10,000 and played throughout the day, at around 3pm EST I won a feature on queen of ice slots. After the feature finished I continued to play and noticed that some slot wins weren't calculating or registering, I started to record the slots on my iPhone.

As you can see from the evidence I had a stacked wild on the first reel, various spins went by stacked wild on first then all queens. Nothing, then I hit (what I thought was a big win) 4 stacked wilds and center slot was some high winning icons.

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.

Please help get to the bottom of this.

Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

Resolved

$9,800

Withdrawal cancelled every time

No matter what I do my withdrawal keeps getting cancelled. They offer no resolution and won’t provide any help, I’ve tried to withdraw using Interac and they just Decline it. They won’t let me withdraw using coins paid either. I need the resolution to withdraw my winnings. Right now they’re just ignoring my messages and cancelling the withdrawal every time.

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$7,500