Queja #92 Golden Star Casino

Casino stalling withdrawal almost 2 weeks

Por jonnx1976

hace 5 años

Dear ladies and gentlemen,

I have to complain about the Golden Star Casino - a trusted casino, that is not paying out my withdrawal of 1.500 Euros since 9th of April 2021.
I am a registered, and checked customer and I do not now how to proceed, than complaining here.
Since 9th of April I am going to - is approved, is at the payment provider, whait one more day, please verify these, and those, and nothing is happing in the background. I am really surprised, than I only play at Dama E.V. Casinos and they are for me one of the best in the whole market whats remainging trust of payment and speed of work - a benchmark for others.
I am also a registered and verified customer at Goldenstar Casino and had already payouts. Now I hope that this is everything related to some Covid Situations and that I hopefully will recive my withdrawal.

I have here the screenshots attached of some mails, chats but nothing is happening - exept - its at the payment provider (since 2 weeks...)

Hopefully you can support here.

Best

Casino en conflicto Golden Star Casino

Motivo Pago retrasado

Cantidad $1500

Discusión

AskGamblers

• Support Team

hace 5 años

Dear all,

Following an email confirmation from the complaint's submitter, 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.

Golden Star Casino

• Representative

hace 5 años

Dear Askgamblers team and JONNX1976,

We will review the complaint as soon as possible and return with explanations.

Thank you for understanding!

Kindest regards,
Golden Star Casino Team

Estadísticas de quejas de Golden Star Casino

Resueltas 27 / 27

Cantidad promedio $5,406

Duración media de quejas 7 días

Tiempo de respuesta promedio 1 día

Golden Star Casino Quejas

Ver todas las quejas contra este 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

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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.

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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.

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Attached and showing you the date of the profit withdrawal process on April 26, 2023

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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.

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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.

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Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

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