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Golden Star Casino - Withdrawal Nightmare

RESOLVED
Complaint Info
Disputed casino Golden Star Casino
Reason Delayed payment
Amount $ 1400
Posted on August 5, 2020

Hi there
I have been playing at this casino for quite sometime and without any decent withdrawal up until now. I didn’t have any issues for the small amounts withdrawn (ie. $50 through to $300). But I finally had a win of $1400 yay but have had nothing but problems. It’s been terrible. I used the normal withdrawal method (Visa card) as I have always done with them (same card also) and same card at all other casinos (never any issues). So I withdraw the $1400 and it gets ‘canceled’. Yes I ensured the play through requirements were met as always. I asked why it was cancelled and was told it was an ‘issue’ with my bank and to contact my bank. I did and my bank advised there was no issue on their end and I had never heard of this ‘bank issue’ before. So, I tried again, it was ‘cancelled’ again. I’m told the same thing and told to use another withdrawal method. I try a smaller amount of $400 on my usual Visa card and it also was ‘canceled’. A million messages later and no one is making sense and my frustration is through the roof as I ask for a manager but no one will help. They tell me to now use a bank withdrawal instead. Ok, by this stage I just want it done. I go through the process of giving my bank details plus required screen shot of proof of bank account (statement). I get a message to say my withdrawal again canceled. Now indeed my frustration has hit the roof. I was told that my statement screenshot wasn’t accepted by the finance department yet I did everything correct and as asked. I complained and asked to speak with a manager. The live chat rep then said she ‘convinced’ the finance department to accept my submitted document and that the withdrawal has been approved and processed. It hasn’t. It still sits as pending days later and I ask why is it still sitting as ‘pending’ and not ‘approved’ when I was told it was approved and I got told that they were ‘waiting to hear from my bank’. I have never heard of this either and I’m at my absolute wits end. It’s been a terrible experience with a casino I have been a long time loyal player with. It’s not right nor fair to do. Please help. Thank you kindly

Posted on August 7, 2020

Dear KYKY73 and Askgamblers Team,


My name is Truman. I am a representative of Golden Star Casino.

We have provided Askgamblers support team with evidence that we have done our best to make the withdrawal successful. Unfortunately, not everything depends only on us.

Here are some details about this case. We hope that will shed light on the situation.

Firstly, KYKY73 made five cashout requests in general. The first and third cancellations occurred from the side of the payment system, not the casino. The second cashout was canceled by the player himself. The fourth request was declined by us. We did it in order to ask for a Bank Statement, by which we could make sure that KYKY73 is indeed withdrawing to the right bank account. The safety of every player's funds is our priority.

Secondly, as for the fifth cashout, which, according to KYKY73's words, has not yet been processed, it is successful. The funds should have already been credited into a bank account.

Summing up all the details, we see that the complaint does not assess the quality of the casino. Askgamblers is a forum that evaluates casino performance, not payment systems and their problems.

Thank you for understanding!


Kind regards,
Golden Star Casino team

AskGamblers
Posted on August 7, 2020

Dear @kyky73,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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.

Thanks in advance for your cooperation.

Posted on August 7, 2020

I must say it was an unprofessional, dishonest and disappointing response from the casino. They finally ‘approved’ my withdrawal at the same time they responded to the complaint (see attached) and I have now just received it in my account. I was told the whole week and by many staff members it was all done. Had I not have filed a complaint, I would not have been paid. What a terrible experience all round. I will be closing my account. Thank you so very much Askgamblers, I really do appreciate it.
Kind regards
Kylie

AskGamblers
Posted on August 7, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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