Complaint #44 Golden Lady Casino

Where's my money?

By Luca S.

10 years ago

Hello,

I was playing with a bonus they give me yesterday 25 November :
200 deposit for table games
921% bonus
13x wagering
no max cashout, contribution to playthrough 100%.

I had more or less 4200 euro 12 hours ago, this evening (italy time) i came back home and I opened the software, my balance was still there.

Then i requested a chat , miss Debra came in chat, i asked for the supervisor Alex Norman (who offered and gave me the bonus yesterday), she said he was late today.

So I asked her "Please check my wagering" , she answered after a while "I don't see bonus on your account" , I reply I was playing since yesterday with the bonus i wrote before, she said "Let me check again".
While she was checking, i entered the cashier page, (4250 still there) , clicked on withdraw , then Neteller, i received the message "As for your limits... you can not withdraw" and in that exact moment my balance dropped to zero!

i said this to Debra, she repeated "You have no bonus and no balance", I said if she was joking me, she said "There is no issue in our system" (they always say this,,,) and suggested me to send an email to the support.

I sent the email to them and now I am asking you to help me to solve this great problem.

Thank you
Luca

P.s: In addition to this big issue, i was already in trouble with Golden Lady, my wagering was 26546 (2042 x 13) , i took from history bets page all my bets, the sum is more than 27800 euro, but system refused the withdrawal, this before the reset of my balance; if you want I can send you the excel file, now i attach a screenshot of it.

Disputed Casino Golden Lady Casino

Reason Software glitch

Amount €4200

Discussion

AskGamblers

• Support Team

10 years ago

Any updates regarding the case? Thank you.

fb_1430834250559446

• Italy

10 years ago

Updating:
They answered with a simple mail writing that I was playing with a 24 hours bonus : it is incredible, I never heard about such a kind of bonus from anyone in chat in that Casino, and surely this Alex skipped this point : it is very unfair, wrong, uncorrect, I think; furthermore, I forgot to say that mr Alex replied to me in the morning of 26 november to my email about wagering (as you read I attached an excel file in that email), he wrote : " I will be on chat at 7 pm. I will take a look at your file in the meantime".... Well, this is very negligence on his part, he knew that at 7 pm the bonus would be expired...I leave to you to decide the correct definition of this behavior, I have clear the words.
Please help me.
Thank you

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 Complaint Summary

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

So far, 18 out of 56 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 Lady Casino Complaints

See all complaints for this casino

Withdrawal of my $1,500 never came

Been waiting since mid Sept of 2023 for my $1,500. They just keep telling me that next week next week. Haven't seen a cent. Now they're telling me they're under new management. You would think under new management I would gotten paid by now my $1,500 they owe. The worst part is I had my withdrawals pending and they decided upon themselves to reverse it and put it in my current playing balance. I also had to re submit my documents. I've done everything and still nothing. Just want what is mine.

Unresolved

$1,500

7 Months and Counting

On May 3rd. I made a deposit at Golden Lady Casino. After a day and a half I had built the balance to over a $1000.00, but continued to play. I finally requested a withdrawal of $602.00 on May 5th. I contacted the live chat agent before doing so to make sure that everything was in order since this was my first withdrawal at this casino. I was told that all I needed to do was submit my ID to support via e-mail to verify my account. I did that immediately. Since it was a bitcoin deposit with no bonus attached, there was no wagering requirements, no betting or game restrictions and no cash-out limits.
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

Resolved

$602

Help with withdraw

Goldenladycasino will not pay me money I've won. I get the same lame excuses every time I contact them. They are having technical difficulties and my withdrawal has been expedited please check back on Monday. This has gone on every week since August 2023. I am attaching a screenshot of my payment history and my withdrawal history from Golden Lady Casino. I expect them to pay me the money I won.

Unresolved

$254

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.

Unresolved

$400

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

Submitted a withdrawal on May 9th. My verification was approved before submitting to try to avoid any issues 😔 Spoke to many agents and I’ve been told the “Financial team” is reviewing it, it’s been delayed due to multiple withdrawals even though I only made ONE, my money is in the queue and it should be in SOON. It’s basically turned into a broken record and to make things worse they never update me on the status of my money but have the nerve to keep sending me promotions!!

Unresolved

$242

Never paid for withdrawal request

On February 15 2023 I won 642 then the next day 500 and 500 two days later I have already been approved and verified with my documentation for withdrawal at first they said they had software problems. Now they say it’s fixed and I’m in que but it’s been nearly two months and nothing no replies to any of my many emails and now chat won’t even answer me when I reach out.

Unresolved

$1,642

Seeking my withdrawal of $1,000

I'm seeking my $1000.00 withdrawal from Golden Lady Casino. I've been through verification and I didn't use any of their bonuses or promos. They aren't denying my withdrawal just giving me excuses. They keep saying " the finance team will email you" but they never do. The only way I've gotten to speak to anyone is through in-game chat. We've both kept it respectful in our interactions . I've gotten as far as I can with them. Any help in this matter is greatly appreciated. Thanks for your time.

Unresolved

$1,000

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.

Unresolved

$554

3 month withdrawal delay

Have two withdrawal requests via bitcoin which according T&C process of 7-14 days it is now 90days, I've made the deposit requirement and withdrawal requirements have been met. Spoke to agents on numerous occasions, promised that payout have been escalated beginning december 2022 an agent told me that there were some internal issues but the have been resolved and payouts have been resheduelled, its January 11 2022 I spoke to an agent today and this agent told me that there are some internal issues that need to be resolved. Now who are they trying to take for a fool, because I mean come on 3months for a payout among all the lies but they are quick to take your deposit. How come there are never internal issues when you deposit. This is ridiculous.

Unresolved

R$1,550

Delayed withdrawal for 3 weeks

I took a no deposit from Golden Lady casino, won some money with it and completed wager. The terms said max withdraw for non deposit bonus is 70€ and you need to make minimum 25€ deposit to be able to withdraw. I deposited with bitcoin and made a withdraw request 20.11. I asked from the chat how long will the process take and they said 7-10 working days.

However after 10 days I didn't heard anything from them so I went to chat and asked about the withdraw to which chat said they will speed the process and that payment team will be in touch via email very soon.

I have asked 3 times from chat and always they say that I will get my money very soon but now after 3 weeks there hasn't still been any process made with my withdraw. I hope that AskGamblers can help me with the issue.

Resolved

€70