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Golden Star Casino - Confiscated winnings without any grounds

RESUELTA

Información sobre las quejas

Casino en conflicto

Golden Star Casino

Cantidad

$ 163

amiankast Ucrania
Publicado el 13 de noviembre de 2017

I registered an account in Golden Star Casino at the end of July this year, made a deposit of $23 and got $23 bonus. I played about two months and in early September, namely, on September 7, I requested the withdrawal. All wagering requirements at that time were met and my balance was $163. I was asked to upload ID and a proof of payment, they emailed - "Once you do this, we will check your documents, verify your account and process your payment." I uploaded my passport and screenshot of my e-wallet. All documents were approved but the withdrawal was rejected. Then in live chat I was told that I need to send a photo of my self holding my ID with sheet of paper with inscription "Hi, Golden Star, today's date". I sent them this photo. For the next 5 days the document had a pending status. I asked the agent Max in live chat why the document has a pending status for a five days. Max promised to send a request to the relevant department. On that day, November 8, I got a respond from relevant department - "Dear Player,
We have detected a duplicate account of yours. This violates our terms and rules, stated at our website. In such case, winnings have been confiscated from your account, however, we've made a decision to re-instate your deposit to your account
Thank you for the understanding!"

I don't agree with them. I don't have any duplicate accounts!
I insist that Golden Star Casino will give proof to such accusations.

Publicado el 13 de noviembre de 2017

Dear Amiankast,

We are sorry for the described situation, but, unfortunately, a duplicate of your account was detected at the casino. According to our terms and conditions it's a direct violation of the casino's rules. For this reason the winnings have been confiscated from your account, but your deposit has been re-instated. After the withdrawal your account will be closed.


Best regards,
Golden Star Casino Team.

amiankast Ucrania
Publicado el 14 de noviembre de 2017

Dear Golden Star Casino Team,

Once again I repeat, I've never registered before in your casino! This is my only account.

If you detected, then you must have some basis. I ask you not to mislead me and AskGamblers Complaints Team, just give a proof that there is a duplicate account.
Confiscate winnings without any grounds - this is a method of fraudulent casinos, I hope that you are not one of them.

Regards,
Amiankast

Publicado el 14 de noviembre de 2017

Dear Amiankast,

Evidence of having a duplicate were sent to your email as well as to Askgamblers.


Best regards,
Golden Star Casino Team.

amiankast Ucrania
Publicado el 15 de noviembre de 2017

Dear Golden Star Casino Team,
Thank you for your reply.

As I can see in the screenshots, all my deposits are displayed, received bonuses and IP addresses from which I logged in. Based on the records, only once I logged in from different IP address, it was this IP 91.231.86.252, I can find only one explanation, sometimes when the game opens incorrectly, I use the extension in the browser but when the extension is running, different IP address will be displayed. I asked before my internet provider why I couldn't open correctly some web-sites, the provider said that all Internet traffic goes through Russia because of this not all web-sites can work correctly and advised me to try extensions in browser.

Also can see in other screenshots that a player from Russia made two deposits, one in December 2016 and another one in January 2017. His IP address is 91.105.237.74. I think it's too strange to think that this is the same IP by coincidence of two digits.
As for the screenshot, which shows that used few accounts in the same browser, I am completely perplexed. I am sure this is or the systems error, or that player used the same extension in the same browser with the same IP address. I did not pass my username and password to any third parties and moreover, I have no friends in Russia.

Regards,
Amiankast

Publicado el 17 de noviembre de 2017

Dear Amiankast and Askgamblers Team!

As soon as possible will provide you with further information concerning this case.

Thank you for understanding and patience!

Kind regards,
Golden Star Casino Team.

Publicado el 18 de noviembre de 2017

Dear Amiankast,

thank you for providing us with some more details concerning your account and internet provider. Supposedly your explanation can be truthful. For this reason we would like to ask you kindly to pass through skype verification procedure in order to ascertain your personality.

Kind regards,
Golden Star Casino Team.

amiankast Ucrania
Publicado el 21 de noviembre de 2017

Dear Golden Star Casino Team,
Thank you for your reply.

Of course, I agree to pass through skype verification procedure in order to ascertain my personality.
I will register a Skype account and will let you know when you can call me.

Regards,
Amiankast

amiankast Ucrania
Publicado el 21 de noviembre de 2017

Dear Askgamblers Team,

Today I'm waiting a call from Golden Star Casino's security officer, they promised to call at 8p.m. Kiev time. This information I've got from Support Agent Alice in LiveChat.
Then I'll give you the results of the upcoming conversation.

Regards,
Amiankast

Publicado el 21 de noviembre de 2017

Dear Amiankast,

Please, write us an e-mail to suppor­[email protected]­old­ens­tar­-ca­sin­o.com regarding comfortable time for you to speak with our security department representative and we'll provide you with all required assistance to make everything comfortable for you

Thank you for the understanding and sorry for any inconveniences caused!

Kind regards,
Golden Star Casino Team.

amiankast Ucrania
Publicado el 22 de noviembre de 2017

Dear Askgamblers Team,

After talking in Skype Golden Star Casino restored my balance.
As I thought, this casino is one of the most honest casino!

Thank you for your help!

Best regards,
Amiankast

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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