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Golden Star Casino - Giving me a hard time withdrawing $450

RESUELTA

Información sobre las quejas

Casino en conflicto

Golden Star Casino

Cantidad

$ 450

Cinty101 Victoria
Publicado el 17 de octubre de 2018

I’m new to Golden Star. I joined after they had such a good score from ask gamblers.
I verified my card and all was going well. Then I made a withdrawal of $250. It did not get processed in the 12-24 hour period as the terms stated. I was told this was because it was the weekend. So I kept playing. I then made another withdrawal of $200.

Now I’m being told I cannot withdraw via visa due to some technical issue and that I must use a different method and of course deposit by that method first.

I have no trust and don’t want to throw any more money away.

Really I just want my money.

Pls help

Cinty101 Victoria
Publicado el 17 de octubre de 2018

I’ve since been told due to legislation I cannot withdraw via visa. Had I known that I would never have joined.

My withdrawal was again reversed. My VIP manager sent me the following....

Hello, Cinty101 !

The issue was regarding to your bank's legislative restriction therefore withdrawal has been declined.

We are going to process the withdrawal shortly

And as an exception to this case we'd like to change the min. amount of the possible withdrawal from 750 AUD to 450 AUD in order to avoid this issue in the future

We are sorry for such an inconvenience and hopefully there will be no issues in the future

Have a great one!

Account manager, Ruslan


However shortly means I have to start the whole 24 hour pending period again and attempt to withdraw via bank transfer.

When I questioned this I received the following.....

Hello, Cinty101 !

Please wait in the order manner. I will send a request to another department for acceleration this peocess.

Regards, Golden Star Casino

So still pending.

Cinty101 Victoria
Publicado el 17 de octubre de 2018

Now I have just received this......

Hello, Cinty101 !

I was working with our support department on the issues you have faced.

The issue is indeed unrelated to our casino.

We have decreased the min. amount of possible cashout but your bank still blocking the transaction.

Do you have any other bank account so we can process the transaction

We are sorry for such an inconvenience and after your withdrawal will be processed, we will issue a personal bonus for you to keep you satisfied.

Looking forward to your response

Have a great one!

вт, 16 окт. 2018 г. в 15:08, Ruslan SuppLab



All I can think of is that this casino is not able to take customers from Australia. My bank has not rejected such payments before. Either by visa or Bank transfer.

Publicado el 17 de octubre de 2018

Hello, Cinty101!

We're working on your solution. All updates you can get directly from your personal manager
Note, that as an exception to this case we've already changed the minimal amount of the possible withdrawal via Bank Transfer from 750 AUD to 450 AUD for you.
Golden Star Casino cares a lot about its reputation and satisfaction of our customers and we are interested in keeping you satisfied. There is really no point for casino to hold your withdrawal. It won't help neither you nor us. We are working on the issue.

We are sorry for such an inconvenience, the situation with your bank is uncommon, so we are looking for ways to resolve it

Sincerely,
Golden Star Casino Team

Cinty101 Victoria
Publicado el 17 de octubre de 2018

I don’t know what ur other customers think. But I think that a min withdrawal amount of $750 is crazy.

Also with this method I now have to pay a $37.50 fee.

No I would never have joined if I knew this information up front.

Still no sign of my withdrawal being processed

Publicado el 17 de octubre de 2018

Thank you for you reply, CINTY101

Please, note that 750AUD limit is valid only for Bank Transfers method and it's a common thing for Bank Transfer withdrawals
The minimal amount for other payment methods is $20 due to rules of casino
It's night time in our region, so a Bank could consider your transaction tomorrow
We appreciate your patience and make sure that you will receive your funds at nearest time

Sincerely,
Golden Star Casino Team

Cinty101 Victoria
Publicado el 17 de octubre de 2018

I’ll be waiting

Cinty101 Victoria
Publicado el 19 de octubre de 2018

I have received this overnight......


Dear Cinty101,

Your request for the cash out is successfully approved from our part.
The status of thus transaction will become as successful soon, in a case, right now processing the technical works at our site.

Please, wait a little more.
We are sorry for this.

Thank you for the understanding.

Kind regards,
Golden Star casino team.


However my withdrawal is still showing as pending and reversible in the casino.

Will wait and see.

AskGamblers
Publicado el 23 de octubre de 2018

Dear @Cinty101,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Cinty101 Victoria
Publicado el 23 de octubre de 2018

I have not heard from Golden Star since the email I copied above.

My withdrawal still shows as pending.

Publicado el 24 de octubre de 2018

Hello, Cinty101 !

We are really sorry for the delay. The thing is that this payment of 450 AUD was actually transferred to your bank account by our financial 

department a week ago. However, bank transfers could take up to 5 bank working days to be completed. In this case, you should have already 

received your winnings by now.

There is also some kind of bug in our admin area with the confirming of this payment. That's why, it's still shown as "pending".

I will attach the screenshot, so you can see that this payment was done and signed. Moreover, there you can see that we chose the standart 

transmission as a payment method and the execution date is 19.10.2018 . It means, that you should get your money counted on your accouny by 

that date.

Thank you for understanding!

Sincerely,

Golden Star casino team

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