Beschwerde #20
Golden Star Casino
Giving me the run around with payment and verification
vor 8 Jahren
Dear Sir or Madam,
I was player of casino Goldenstar. Playing here and deposited 500EUR. I was playing black jack, not a roulette as they state. Simply I played 2 hands both for 250 EUR while one of them was losing and second one was winning. This way I returned back to my original 500EUR balance.
They say I was playing roulette but let them explain how could I get back to my 500EUR with single spin?! Nonsense!
I requested withdrawal which was 2 times denied. First one was denied because I did not know what docs. They need from me so I went to live chat. They told me they need my selfie with ID, and I did upload that documents on their site. After review my account was verified with this Doc.
I requested withdrawal 2nd time. Now they rejected that I should to play my deposit 3 times. Defending themselves to money laundering.
When I told them anti money laundering required only 1 rollover they changed their mind and told me it is in their T&C to wager deposit 3 times or I have an option to pay banking fees associated to my deposit and withdrawal.
This one gives sense and I agreed to pay fee until they told me to pay 10%?! I asked them for what and they believe they paid 10% in banking fee so I ask them to clarify and they could not find reason. Later they said in reply to my review that it will be 5% and so 10% was mistake by support agent?!
I agreed to pay 5% but suddenly they asked me to do from me a goat to send them my selfie with ID and paper notice "Hi Goldenstar" isn’t it sick when my normal selfie was approved just 24 hours before?! I asked them for leagal pupose they ask for me holding paper Hi Goldenstar - Failed to answer to me.
Please can you check with them and help me to solve this disgusting issue with even more unfriendly casino?
Many Thanks!
Customer
I was player of casino Goldenstar. Playing here and deposited 500EUR. I was playing black jack, not a roulette as they state. Simply I played 2 hands both for 250 EUR while one of them was losing and second one was winning. This way I returned back to my original 500EUR balance.
They say I was playing roulette but let them explain how could I get back to my 500EUR with single spin?! Nonsense!
I requested withdrawal which was 2 times denied. First one was denied because I did not know what docs. They need from me so I went to live chat. They told me they need my selfie with ID, and I did upload that documents on their site. After review my account was verified with this Doc.
I requested withdrawal 2nd time. Now they rejected that I should to play my deposit 3 times. Defending themselves to money laundering.
When I told them anti money laundering required only 1 rollover they changed their mind and told me it is in their T&C to wager deposit 3 times or I have an option to pay banking fees associated to my deposit and withdrawal.
This one gives sense and I agreed to pay fee until they told me to pay 10%?! I asked them for what and they believe they paid 10% in banking fee so I ask them to clarify and they could not find reason. Later they said in reply to my review that it will be 5% and so 10% was mistake by support agent?!
I agreed to pay 5% but suddenly they asked me to do from me a goat to send them my selfie with ID and paper notice "Hi Goldenstar" isn’t it sick when my normal selfie was approved just 24 hours before?! I asked them for leagal pupose they ask for me holding paper Hi Goldenstar - Failed to answer to me.
Please can you check with them and help me to solve this disgusting issue with even more unfriendly casino?
Many Thanks!
Customer
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