Complaint #1 Golden Lady Casino

Locked me out then removed my 15k balance citing bogus rule

By slotslover

11 years ago

Message on forum

Hello, I joined GoldenLady in late July 2014 and received many phone and email solicitations for deposits. I did a deposit but then didn't play for a few days due to bonus rules I did not like. A host called me and said there was a 250% bonus with no max cashout good unlimited times. I deposited a number of times for this bonus (at least 5x), lost on every one, and on Sat Aug 2 got a call soliciting me again for this promotion.
I deposited $50 and hit an amazing spin on pigskin payout for almost 15k. I was thrilled and went home to celebrate. I had not finished my rollover and less than two days later, I went back to complete it.
At this time, I was unable to login, the system citing "bad password or username" or something like that. I went to chat and the operator changed my password and I was allowed to login, but much to my horror, the balance was gone. I asked the chat operator what happened and he told me "the bonus expires in 30 hours, so I'm sorry, your balance has been removed, but you can play again."
This rule is not only absurd, and not in line with industry standards, but also not listed in any of their bonus terms and conditions that appear on their cashier or their website. I have attached here proof of my play history, the rules, and the chats that I have had saved.

I believe this is an attempt to rob me of my giant jackpot winnings and would like AskGamblers to investigate this.

Thank you

Disputed Casino Golden Lady Casino

Reason Bonus terms violation

Amount $15000

Discussion

slotslover

11 years ago

The response the casino gave is not accurate. I said I would take either the balance back or take half to be PAID to me (and this was overly generous on my part). The 30 hour rule is no where in the rules. If you see my initial statement, I included both the rules for that specific bonus as well as their general terms and conditions. There is no mention of any 30 hour rule for that promo. If there were, I gladly would have played it out. I went to the trouble of copying the rules, please look at them above. The casino would have pointed to the rule in the terms if it had existed. The reason I was going to take $7500 or 8000 is that I had approx 7000 to go, so I told them they could imagine I lost every spin (virtually impossible) and could take out the entire remaining rollover and pay the rest. If the 30 hour rule actually exists, can someone please find it for me in the terms that I have copied above? Anyone have any suggestions how I can address this injustice?

Golden Lady Casino

• Representative

11 years ago

I would like to remind you about the time restriction on 250% bonus (30 hours). Player ask us
to give me half of the balance to try again in order to complete the
remaining wagering, we informed the player that is not possible as due to
time restriction.

slotslover

11 years ago

I did get a call from them today trying to convince me of the "30 hour rule" but I was not convinced. The person who called was pleasant and did want to make an agreement, I think. I know that rule did not exist but did say I would settle (don't know why, but I'm afraid I'd get nothing) for half. The caller said how could I get paid when I had not met the rollover. I asked how much was left and he told me 7000. I said, fine, assume I lost every single spin (impossible, 10-20% loss more likely) and I still have $8000, so pay me $8000. I said I would accept $500 per week until I'm paid in full. I think I'm being very fair and even going too far, but it's ok. They said they will call back tomorrow. Let's see.

AskGamblers

• Support Team

11 years ago

Dear @slotslover,
Any update considering your complaint?

Golden Lady Casino Complaint Stats

Resolved 24 / 66

Avg. Amount $1,309

Avg. Complaint Duration 6 days

Avg. Response Time 4 days

Golden Lady Casino Complaints

See all complaints for this casino

Withdrawal of my $1,500 never came

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7 Months and Counting

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On July 2nd I received an email from Golden Lady Casino, and another casino which I have a long overdue pending withdrawal at, that my withdrawal had been canceled and the funds returned to my account balance. I went online and asked the live chat agent what had happened. I was told that there was a glitch in the system and that I can resubmit the withdrawal. I did that without delay.
I regularly inquire about the status of the withdrawal through both live chat and to support via e-mail. The response is always the same: We apologize for the delay, don't worry it is in the queue for payment. Yadda, Yadda, Yadda. I always try to be patient and polite in my correspondences, though I admit at times I might not have been a complete success. It has been 7 months and I am quite frustrated. There is no way to download the chat conversations so I have had to copy and paste them in my notes. I may have missed one or two that the agent closed the chat on before I had the chance to copy them.
I have provided everything that they have asked me for and given them the bitcoin wallet address more times than I can remember. If you can help me to motivate Golden Lady Casino to complete this transaction, I would be forever grateful. I have attached my notes of chats formatted in Word along with my deposit and withdrawal records at that casino. I have many e-mails which I will gather in another Word document and have available.
I appreciate any help you can provide.
Thank You
Richard Shellhammer

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Help with withdraw

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5 months later still no payout

I’ve been waiting for a pay out from this casino for five months. I’ve contacted customer service several times only to be given answers, such as that there is a problem with their financial department and they are experiencing unfortunate delays in processing payments. I’ve been given this excuse for about four months or more now I’ve contacted many customer service representatives with much difficulty I have escalated my case to supervisors several times mainly to one name Cynthia she has given me the same excuses and has offered very little support in getting this payment handled. I am always told to contact support at goldenladycasino or manager at goldenladycasino which I have done many times this ultimately result in nothing I get no email back I get, no answers from anyone. I’ve contacted them over and over again and been on the line many times for hours, trying to resolve these issues that I’m having. I have yet to be compensated I don’t have a huge amount of money there proximately $400 in winnings.

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Golden Lady Caino - My 242 USD have been 21 days delayed

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Never paid for withdrawal request

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Seeking my withdrawal of $1,000

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Unresolved

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Over 6 months later still not paid

On July 22nd, 2022, I requested four different withdraws at Golden Lady Casino. Originally there were two separate wins that would have each been a withdraw but when I attempted the withdraw process, I constantly received a pop-up message saying “payout cancelled by external system validations” which caused more steps to get this completed.

I have chatted with Golden Lady Casino so many times with zero results and never reached payout. I have had the withdraw escalated by every customer agent to only find out escalating does nothing. I have responded to their email as well as create new emails and I have Never Once received a reply answer ever. I have gone through all the emotions anyone would experience chatting here to the point of exhaustion.

The efforts put in just trying to get this $554.00 for the last six months was all a waste as I am in the same position as the day that I started the payout request. They still send the marketing emails which just remind me of this horrible situation which is prevalent in this industry and all the agents say the same thing and when you ask a question it seems the answer given doesn’t not resolve question.

Thank you.

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