Queja #38 Golden Star Casino

Refused to pay winnings because I failed to remember what game I played one year ago

Por Oleksii K.

hace 7 años

Hello!

Goldenstar-casino confiscated 742 euro from me with the ridiculous arguments. First, they asked me for a lot of different documents. As if that was not enough - they asked me for the video conference on Skype. It sounded quite humiliating but still I agreed. After they talked to me on video Skype, they asked me if I remember what games I played at their casino. The gameplay they asked about happened ONE YEAR ago. So I could not remember the name of the specific slots. They informed me that since I don’t remember which slots I played at their casino - then they will not pay me. That sounded VERY ridiculous. Many people don’t remember what games they played yesterday, not 12 months ago. Anyway, I succeeded to remember one of the slots I played at their casino and even the bet size. I immediately wrote about this to the casino. Here they started lying right away claiming that I did not play that specific slot. I insisted and asked them for the game history. And guess what happened next? They replied that I indeed played that slot but I also played other slots and since I am not able to give the a full list of the slots I played at their casino one year ago - they WILL NOT pay me my winnings anyway. Can anybody believe it? Asking for the numerous documents, then for the selfie photos, then for the Skype video conference and then refusing to pay me because I cannot remember the full list of the slots that I played ONE YEAR AGO. This is exactly what happened to me at Goldenstar-casino.

Casino en conflicto Golden Star Casino

Motivo Pago rechazado

Discusión

AskGamblers

• Support Team

hace 7 años

Dear @Ovengo77,

Thank you for complying with our request and attaching the discussed screenshot from your Account Interface, section Documents.

Unfortunately, this screenshot confirmed the statements left here on behalf the Golden Star Casino management and namely, that you failed to comply with their verification process in a timely manner. As a result, you have been found in violation of the term/s quoted below:

If the Gambler fails to provide the requested documents within two weeks from the date of the request for withdrawal, the withdrawal of funds is canceled, and the Gambler’s account is disabled. In this case, the Casino has the right to suspect the Gambler in illegal activities, Casino fraud, provision of false information, cheating and other fraudulent activities. The Casino reserves the right to cancel all bets and winnings, or to use the funds on the gaming account of such Gambler for the compensation of its own losses and potential losses of third parties.

Based on the above, AskGamblers Complaints Team believe the Golden Star Casino management acted in accordance with their verification procedures and policies as well as general casino terms and conditions and it was the player who failed to comply with these which resulted in their payment being declined as per the relevant casino rules.

We would also like to remind complainant that in case of a disagreement with our decision player is free to forward the matter in font of the relevant regulatory body.

Case closed.

Golden Star Casino

• Representative

hace 7 años

Dear @Askgambler team,

Could you please let us know what is your opinion on this particular case? Thank you.

Golden Star Casino

• Representative

hace 7 años

Dear @Ovengo77,

Nobody is asfraid of keeping you account opened. However, there should be hursh rules for the players who abuses bonuses using a specific strategy to get win. And you are one of those for sure, as you also were noticed with abusing at Loki casino as well.
You were given 24 hours to make a screenshot from the Documents section in your casino Account interface. It's been over 60 hours since we reopened it and informed you about that. In this way, we would like to let you know, that you have just failed to do one more request in a timely manner. Nevertheless, your account is still opened till the end of the day, so you can finnaly make that screenshot.

Sincerely,

Golden Star casino team

Ovengo77

• Ucrania

hace 7 años

Here I attach the requested screenshot. A necessary addition. First, I have also provided my utility bill and passport copy to the casino. The Selfie request followed it. For some reason, this upload is not reflected in the Cashier. I have some other Direx NV casinos which I played at and downloaded the documents and those casino have exactly the same user interface as Goldenstar casino. I have checked those casinos and the history of downloaded documents is empty there (although , I have definitely downloaded my documents there). Also, my original Selfie file was in .jpg format and on the casinos website it is a .jpeg file and also having a totally different name than the one I have sent to the 1 week before. I could change the name but there was no ANY reason to change the file's extension. The level of control by the casino on this feature should be taken into consideration. With their (casino staff) history of lying and misrepresenting the facts (read my posts above) this is a valid base for all kind of suspicions.
Second, I have posted a screenshot above with the email + selfie sent to the casino on 29.01.18. This explains the date on the Selfie (piece of paper with the casino's name on it).
Third, and the last one - my Identity was confirmed finally and without any doubt by the casino during the Skype Video conference which happened about 2 weeks ago and was initiated by the casino with the sole announced purpose to identify me.

Regards

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

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