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Golden Star Casino - Unfair confiscation of winnings

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Información sobre las quejas

Casino en conflicto

Golden Star Casino
momoflor1 Canada
Publicado el 2 de agosto de 2018

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.

Publicado el 3 de agosto de 2018

Hello MOMOFLOR1!

Our security system has detected suspicious activity at our casino, which is why we locked your account for a while and asked you to do a skype verification.

There was a suspicion that man who was playing at our casino and a man who sent us the verification documents - weren't the same persons.
Therefore, it was important for us to find out all the details of the games to be sure of the player identity.
During the verification, the person answering the question constantly shifted his eyes to the other side, giving the impression that she read all the responses from an outsourced resource, which also caused suspicion.
Also, the amount of deposits was not equal to 100, 140 and 200 euros
Moreover, now you indicate, that you've made bets on GBP, which is not true - you played in Euros.
When we were discussing the games that were used to win the bonus, we emphasized more than 3 times if you were really confident in the first game that you had named.
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 the person who was passing the verification was sure, that it was Book of Dead (which is incorrect). And considering that for all 3 deposits you played only 3 games - it would be difficult to forget that.
And finally - when we reported the decision that we're not confirming the verification - the person who was passing the verification only agreed and stopped the video call. I'm more than sure that if it was a player who really won in our casino, he would have spent more time discussing this decision.
Most importantly - our security system detected another account on our casino with absolutely same behavior and same coordinates.
Such actions are a gross violation of the rules of the casino
We have proof of all the evidence, including the audio record of our call, which we are ready to provide to AskGamblers with the consent of the person whose voice was present on this record.
Golden Star Casino is always happy when our players win at our platform - but only when it was done honestly and according to the rules

Have a Good day!

momoflor1 Canada
Publicado el 3 de agosto de 2018

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.

Publicado el 6 de agosto de 2018

All proofs were sent to AskGamblers. Waiting for their reply

momoflor1 Canada
Publicado el 9 de agosto de 2018

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

AskGamblers
Publicado el 10 de agosto de 2018

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."

Golden Star Casino Quejas

  • 21 de 21 Resuelta
  • 1 día Promedio de respuestas
  • 1 semana Duración media de la queja
  • 5,537 USD Importe medio

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