Reclamação #1 Golden Star Casino

Delaying payout of €30,000 winnings

Por Matthias B.

há 5 anos

I have registered and played at the Golden Star on Monday Evening and was very lucky on the Breakaway slot.
My total winnings are 30.000 Euros. When i first wanted to withdraw my first 5000 Euros (daily limit) it got rejected because they needed another document, which i provided. Now my Profil should be verified.
But they do not work on my withdrawal. Everytime i ask for it, i am told to wait and that they have to double check. I do not know what this is, but they working against their Terms of Condition. It is said in the TCs: The period of processing requests for withdrawals is from 0 t 24 hours.
We are now over the 24 hours and i want an answer where my money is.

Cassino em disputa Golden Star Casino

Motivo Pagamento atrasado

Valor €30000

Discussão

AskGamblers

• Support Team

há 2 anos

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

há 5 anos

Dear @zidi455,

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

há 5 anos

Dear ZIDI455 and ASKGAMBLERS team,

The first withdrawal request, as well as the second one were cancelled, as your account was not verified. As soon as you provided us with all the documents, requested for a verification process, the withdrawal was approved during 6 hours, while, according to our rules, this process may take up to 24 hours.

Right now, 2 withdrawals for 5 000 EUR each were approved. You will get the funds, left on your gaming balance, in accordance to the limits(5 000 per day, 10 000 per week and 30 000 per month).

Thank you for understanding! Hope, you will be more satisfied with our service.

With warmest regards,
Golden Star Casino team

zidi455

• Áustria

há 5 anos

Everything’s ok for now!!

I am just waiting for next week for the next withdrawals, but for now I have got two withdrawals so everything is fine now

Raio-X do Golden Star Casino

Resolvido 9 / 9

Valor médio $7,211

Duração média da reclamação 21 dias

Resposta média 2 dias

Golden Star Casino Reclamações

Veja todas as reclamações deste cassino

Unnecessary delay in cash out

I don’t know whats wrong with them they clearly mentioned on their website thats interac withdrawal will take 0-48 to complete. I waited 72 hours withdrawals is still pending worth of $3000. I contacted them they are saying we need additional verification although my account is fully verified. Live support is saying we don’t have any timeline for completion of this additional verification. And my other 2 withdrawals are stuck too total worth $6400 CAD

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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

Dear Askgamblers-Team,

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.

I am seeking assistance to either have my deposit made available for use or receive a full refund promptly.

Thank you for your support in advance.

Best regards,
Nightlover76

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Goldenstar reduced my balance unjustifiably

Hello, i was playing at golden star casino about two weeks ago. I took a bonus which was advertised by email (screenshot at attachments). I played the bonus fully thruw but when i spun the last wager system took over 1000€ out of my balance. I contacted chat support and they said maximum win limit was reached. There is no such limit anywhere on the terms and conditions. As you can see from the screenshots of livechat , support person could not find that rule either. After that ive been getting answers like "manager has not yet responded" but for two days now looks like support doesnt even know what i am talking about.

This complaint will be solved at my end when gs gives that little over 1000€ back and lets me withdraw it.

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Payment delayed because of technical issue

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Withdrawal 1900 Euro Not Processed

I am waiting for Golden Star Casino to process my withdrawal of 1900 Euro for 5 days now. Another 8,000 Euro were requested to pay out yesterday. Their support is not helping on this and my dedicated "VIP Manager" keeps telling me everyday to be patient. This long wait contradicts their own Terms and Conditions that state all withdrawals are processed within 0-24 hours.

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

I have a complaint against Golden Star Casino regarding withdrawals of profits that have not taken place for more than a week now, bearing in mind that all their requirements have been submitted to them since the activation of my account with them.
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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.

Thanks and hope to find here a solution

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As you can see from the evidence I had a stacked wild on the first reel, various spins went by stacked wild on first then all queens. Nothing, then I hit (what I thought was a big win) 4 stacked wilds and center slot was some high winning icons.

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.'

I've continued to ask for help but they still haven't offered a resolution almost a week after the incident! something isn't right here. No response from their 'provider' either. The longer this goes on the more I fear they are just going to brush it under the table. I should have been paid out from those wins and I wasn't.

Please help get to the bottom of this.

Link to iPhone playthrough.

https://youtu.be/_SlteiAbbe8

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Hi there
I have been playing at this casino for quite sometime and without any decent withdrawal up until now. I didn’t have any issues for the small amounts withdrawn (ie. $50 through to $300). But I finally had a win of $1400 yay but have had nothing but problems. It’s been terrible. I used the normal withdrawal method (Visa card) as I have always done with them (same card also) and same card at all other casinos (never any issues). So I withdraw the $1400 and it gets ‘canceled’. Yes I ensured the play through requirements were met as always. I asked why it was cancelled and was told it was an ‘issue’ with my bank and to contact my bank. I did and my bank advised there was no issue on their end and I had never heard of this ‘bank issue’ before. So, I tried again, it was ‘cancelled’ again. I’m told the same thing and told to use another withdrawal method. I try a smaller amount of $400 on my usual Visa card and it also was ‘canceled’. A million messages later and no one is making sense and my frustration is through the roof as I ask for a manager but no one will help. They tell me to now use a bank withdrawal instead. Ok, by this stage I just want it done. I go through the process of giving my bank details plus required screen shot of proof of bank account (statement). I get a message to say my withdrawal again canceled. Now indeed my frustration has hit the roof. I was told that my statement screenshot wasn’t accepted by the finance department yet I did everything correct and as asked. I complained and asked to speak with a manager. The live chat rep then said she ‘convinced’ the finance department to accept my submitted document and that the withdrawal has been approved and processed. It hasn’t. It still sits as pending days later and I ask why is it still sitting as ‘pending’ and not ‘approved’ when I was told it was approved and I got told that they were ‘waiting to hear from my bank’. I have never heard of this either and I’m at my absolute wits end. It’s been a terrible experience with a casino I have been a long time loyal player with. It’s not right nor fair to do. Please help. Thank you kindly

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