Queja #32 Golden Star Casino

Unfair confiscation of winnings

Por Ramoneth F.

hace 7 años

On the 24th of July at Golden Star Casino, I made 3 deposits, one of 100, one of 140 and one of 200. After playing a few slot games I won €2589. I was pretty happy and tried to cash it out, but it got declined as they requested documents from me. I uploaded including a selfie with the casino name and the date written on it.

The next day I received an email my account had been blocked because they recognised me as a bonus abuser and they would need more verification. I don't even know what that means, but I figured I'll give them anything they needed to show them they were wrong.

Golden Star asked me to schedule a Skype call. I really wasn’t happy with this at all. I think it’s a breach of privacy and inappropriate for an online casino to demand. Still I complied with them. I scheduled a Skype call with them and took it on the 31st of July. Golden Star saw me on my webcam. They verified my details, my past deposits, deposit method. Pretty much everything. Then they asked me what games I played and how big my bets were. I answered them that I played Book of Dead, Break Away and Loaded at £5 a bet. I was wrong. I played Adventure Palace, Break Away and Loaded at £5 a bet. They then flippantly told me that I was wrong and my account did not pass the verification so they would keep all my winnings, open my account and leave my last deposit inside so that I can go withdraw it. Once I withdraw my deposit they would close my account.

I’m someone who likes to gamble and enjoy playing slots regularly. I find it ridiculous that I’m expected to keep track of every last detail of a slot I played over a week ago. I still managed to get all their questions right except one small detail. But because I don’t have a photographic memory they think it’s fair to take everything that I won from them. Nowhere in their terms does it say that I have to ace a memory test to not get my win taken. To make matters worse they were 25 minutes late to the Skype interrogation that they’d insisted on and made me wait a long time between their questions. I’ve gambled a lot and never come across any casino that performs online Skype interrogations on its customers while holding their money at gunpoint. How can they claim that they were unable to verify my account when they were speaking to me in person while looking at me and me answering everything they asked me, with the exception of the name of 1 of the games I played. I find it an insane way for any business to treat its customers. I hope that the casino can understand this and if I’m unable to come to some kind of resolution here I can at least warn as many people as possible how they can expect to be treated at Golden Star Casino.

Casino en conflicto Golden Star Casino

Motivo Pago rechazado

Discusión

AskGamblers

• Support Team

hace 7 años

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Golden Star Casino where it is clearly displayed that player committed a bonus abuse. Player by these actions violated general bonus term #1.3

All bonus offers are strictly limited to one per: a person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.).

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body."

momoflor1

• Canada

hace 7 años

Hey there, did you get a chance to review everything?

Golden Star Casino

• Representative

hace 7 años

All proofs were sent to AskGamblers. Waiting for their reply

momoflor1

• Canada

hace 7 años

So you’re telling me that my shifty eyes warrant not paying me? And you don’t think that your Skype interrogation makes me feel nervous? I don’t know you or what kind of people you are. And as for my £ typo Euros are not my native currency and there is no Euro key on my keyboard. So I have to press 3 buttons to make a €. Again this is not evidence of any wrongdoing at all.

You say “I am absolutely sure that the real player would have been confused and he would have offered us at least a few options for the answer,” … but this is just not accurate at all. You asked me a very specific question and I tried to give you equally specific answers. I failed and only managed to get the bet size and 2 out of 3 of the games right. I didn’t know that I would have to memorise all of this prior to the interrogation. I also wasn’t sure what exactly was at stake if I made just one error. Book of Dead is a slot that I like to play often and it is advertised in big images all over your website so I blurted it out. Doesn’t make me guilty of anything.

You then go on to say I stopped the video call. That is because based on your attitude, the added pressure of having to show myself on Skype in front of strange men, being questioned and then after everything being told blankly that you won’t pay me, I was completely lost for words. I’m not a confrontational person and really just didn’t know how to respond.

And now you tell me that there is another account at your casino with the same behavior and the same coordinates. I don’t believe that you have my coordinates. And if by same behavior you mean that someone deposited at your casino with a similar method, played some slots and was careful not to break the maximum bet allowed in your terms that could very well be. All I know for sure is that they didn’t do it from my coordinates. Maybe they did it from Montreal or Canada but how am I supposed to control that? And what proof is that of any of your accusations?

I will grant AG permission for you to send them this video. I am also happy to send them a photo of my ID so that they can see that it is really me speaking to you in the video.

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

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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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Hello there Ask Gamblers :)

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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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