Complaint #32 Golden Star Casino

Unfair confiscation of winnings

By Ramoneth F.

7 years ago

Message on forum

On the 24th of July at Golden Star Casino, I made 3 deposits, one of 100, one of 140 and one of 200. After playing a few slot games I won €2589. I was pretty happy and tried to cash it out, but it got declined as they requested documents from me. I uploaded including a selfie with the casino name and the date written on it.

The next day I received an email my account had been blocked because they recognised me as a bonus abuser and they would need more verification. I don't even know what that means, but I figured I'll give them anything they needed to show them they were wrong.

Golden Star asked me to schedule a Skype call. I really wasn’t happy with this at all. I think it’s a breach of privacy and inappropriate for an online casino to demand. Still I complied with them. I scheduled a Skype call with them and took it on the 31st of July. Golden Star saw me on my webcam. They verified my details, my past deposits, deposit method. Pretty much everything. Then they asked me what games I played and how big my bets were. I answered them that I played Book of Dead, Break Away and Loaded at £5 a bet. I was wrong. I played Adventure Palace, Break Away and Loaded at £5 a bet. They then flippantly told me that I was wrong and my account did not pass the verification so they would keep all my winnings, open my account and leave my last deposit inside so that I can go withdraw it. Once I withdraw my deposit they would close my account.

I’m someone who likes to gamble and enjoy playing slots regularly. I find it ridiculous that I’m expected to keep track of every last detail of a slot I played over a week ago. I still managed to get all their questions right except one small detail. But because I don’t have a photographic memory they think it’s fair to take everything that I won from them. Nowhere in their terms does it say that I have to ace a memory test to not get my win taken. To make matters worse they were 25 minutes late to the Skype interrogation that they’d insisted on and made me wait a long time between their questions. I’ve gambled a lot and never come across any casino that performs online Skype interrogations on its customers while holding their money at gunpoint. How can they claim that they were unable to verify my account when they were speaking to me in person while looking at me and me answering everything they asked me, with the exception of the name of 1 of the games I played. I find it an insane way for any business to treat its customers. I hope that the casino can understand this and if I’m unable to come to some kind of resolution here I can at least warn as many people as possible how they can expect to be treated at Golden Star Casino.

Disputed Casino Golden Star Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

7 years ago

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Golden Star Casino where it is clearly displayed that player committed a bonus abuse. Player by these actions violated general bonus term #1.3

All bonus offers are strictly limited to one per: a person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.).

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body."

momoflor1

• Canada

7 years ago

Hey there, did you get a chance to review everything?

Golden Star Casino

• Representative

7 years ago

All proofs were sent to AskGamblers. Waiting for their reply

momoflor1

• Canada

7 years ago

So you’re telling me that my shifty eyes warrant not paying me? And you don’t think that your Skype interrogation makes me feel nervous? I don’t know you or what kind of people you are. And as for my £ typo Euros are not my native currency and there is no Euro key on my keyboard. So I have to press 3 buttons to make a €. Again this is not evidence of any wrongdoing at all.

You say “I am absolutely sure that the real player would have been confused and he would have offered us at least a few options for the answer,” … but this is just not accurate at all. You asked me a very specific question and I tried to give you equally specific answers. I failed and only managed to get the bet size and 2 out of 3 of the games right. I didn’t know that I would have to memorise all of this prior to the interrogation. I also wasn’t sure what exactly was at stake if I made just one error. Book of Dead is a slot that I like to play often and it is advertised in big images all over your website so I blurted it out. Doesn’t make me guilty of anything.

You then go on to say I stopped the video call. That is because based on your attitude, the added pressure of having to show myself on Skype in front of strange men, being questioned and then after everything being told blankly that you won’t pay me, I was completely lost for words. I’m not a confrontational person and really just didn’t know how to respond.

And now you tell me that there is another account at your casino with the same behavior and the same coordinates. I don’t believe that you have my coordinates. And if by same behavior you mean that someone deposited at your casino with a similar method, played some slots and was careful not to break the maximum bet allowed in your terms that could very well be. All I know for sure is that they didn’t do it from my coordinates. Maybe they did it from Montreal or Canada but how am I supposed to control that? And what proof is that of any of your accusations?

I will grant AG permission for you to send them this video. I am also happy to send them a photo of my ID so that they can see that it is really me speaking to you in the video.

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.

Resolved

$7,500