Queja #102 Golden Star Casino

The casino won't pay me the money

Por Gojartsulejmani

hace 4 años

I did cashout 500eur and they didn't pay me.

I'm asking them also for a document that they did pay that money at my bank account but they wont send me official document.

I will add photos of the cashout, my bank statement account and the answer of the casino. There are no money from that casino. I did receive money from other casino and another amount from this casino but the 500 euro that I cashout at 30 november I didn't receive.

I did check at my bank and also I have account bank statement that I'm sending to you. I'm sure that I didn't get those money.

Thnx

Casino en conflicto Golden Star Casino

Motivo Problemas de verificación

Cantidad €475

Discusión

AskGamblers

• Support Team

hace 4 años

Dear @Gojartsulejmani,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Golden Star Casino

• Representative

hace 4 años

Dear GOJARTSULEJMANI and AskGamblers Team,

Having already investigated the matter regarding a withdrawal of 500 EUR, we would like to confirm that the casino has done everything in its power to resolve the issue above.

We have particularly provided the customer with a PDF document alongside the unique transaction's reference number, confirming that the funds were successfully paid from our side to an account holder. By the way, the player was advised that he could contact the bank in order to receive further support in tracking the cashed out funds.

In case the player has remaining questions, he can freely contact our customer support service by means of online chat or e-mail: support@goldenstar-casino.com

Thanks all in advance for comprehension.

Best regards,
Golden Star Casino Team

AskGamblers

• Support Team

hace 4 años

Dear all,

This complaint has been reopened as per Golden Star Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

hace 4 años

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

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

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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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Crypto deposit not credited to account

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I made a cryptocurrency deposit to Golden Star Casino using Binance more than 14 days ago. Since then, I have been unable to access my deposit for playing, nor have I received a refund. Despite multiple follow-ups with the casino’s customer support, I have only received vague responses stating that they are waiting for a response from their payment provider. They have not provided a concrete timeline or a clear solution.

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Goldenstar reduced my balance unjustifiably

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Payment delayed because of technical issue

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Withdrawal 1900 Euro Not Processed

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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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Delay in transferring profit withdrawal

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

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Delayed Paymant of 5k Euros winnings

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.'

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Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

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