Golden Star Casino - Queen of ice massive win glitch

Dear Golden Star Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Absolutley disgusting. They suggested I deposit another $1000 and they will match it, I did so and then deposited a further $3000 only for them to DISABLE my account with no reason (I imagine its because I complained about the errors)? They have taken almost $15,000 off me this week and that's not counting the $ they should have paid out for the errors. DISGUSTING

They waited until i deposited and wagered all my funds then disabled the account immediately after the last $ was gambled. No Reason, this has to be investigated. From not paying out and claiming a 'visual error' after I deposited 10,000 and now a further 4,000 they just disable the account. Theyve happily let me deposit all day!!!

Dear Luckyelfissues and Askgamblers team!

We are writing to clarify some details regarding this complaint. We would like to pay your attention to the fact, that the case was transferred to the gaming provider immediately after user contacted us and informed about his case.

The provider checked everything and reported that it was a visual bug.
The provider said that they are aware of the problem and are already working on it.
The problem is related to the "Sticky Wild" feature, which is not part of this game, in this case, the "wild" symbol is stuck on the reel even though the server sends different symbol indexes.

As soon as we got this information we informed Luckyelfissues about that fact, and explained all the details. However, there was no understanding on the player’s side.
That is why we requested proofs, and would provide you as well as the player via email immediately after getting them.

We hope for your understanding and cooperation in this case.

Regards,
Golden Star Casino VIP team

So I deposit over $10,000 that day and when I WIN its a 'visual error' - This doesn't seem right? So If I see Wild on the screen then It doesn't have to pay out that? Its not my fault there was a visual bug and I should be compensated. SO, then casino then encourages me to deposit more, stating (But you can win more if you are lucky?) so I deposit over $4000 then get this . . . . They disable my account?! Something doesn't add up here? Am I going crazy? Your explanation offers no resolution and forgets to mention that you disabled my account after then going to encourage me to deposit more!!!!!!

Dear Luckyelfissues and Askgamblers team!

Our team provided you with all the information and proof about this case.

We are sorry for that situation and you can contact us to provide more information if needed, we are always ready to cooperate.

Dear Luckyelfissues, your account was blocked under further investigation by the administration's decision. It was a temporary measure in order to clarify the situation

Once again, we are sorry for all the inconveniences and are always ready to cooperate and assist you.

Regards,
Golden Star Casino VIP team

This message does nothing to explain what has actually gone on here. The facts are :

- I deposited over $10,000
- When I came to a big payout in Queen of Ice slot you blamed it on a visual error. (see video) https:­­//­y­o­ut­­u.b­­e/­_­S­lt­­eiAbbe8
- You then make an offer for 'compensation' if I deposit $1000 you will match it but with a x3 wager.
- I then deposit a further $4000 for which you then close the account! with no valid reason . . .


THESE ARE THE FACTS. The gambling community is seeing this with their own eyes . . .You have not offered adequate compensation! I am the victim here - anyone with any common sense would not accept your terrible offer.

Dear, LUCKYELFISSUES,

GoldenStar team understands you and we hope we can find a solution in this case.

First of all - we've closed your account temporarily, to double-check all info and in order to keep you from repeating the bug situation until we find a compromise.

As for the visual bug - right now we've contacted the Game provider once again per AskGamblers request in order to get an official answer and more details. Once we'll get that - we immediately provide AskGambers with a result.

We respect you and value you as our player and once again - the account is closed per administration decision as a temporary measure until we'll deal with the game provider. As for the compensation - we provided you with a bonus that we think may be appropriate as due to the current investigation - GoldenStar casino are not to blame in the situation that happen.

If the situation will change after further investigation - we are ready and open to discuss any further measures.

Regards,
Golden Star Casino VIP team

If you respect and value me as a player you'll payout the winnings from my spins . . Lets not beat around the bush any longer here. Facts are I deposited over $15,000. When it came to a big win you didn't pay out. Offered a match bonus (for which I had to deposit) and wager x3 . . .Thats not fair compensation. Lets hope that you can do the right thing here.

For all the players messaging me on youtube and through here thanks for your support. Literally had over 30 players asking whats going on. Something isn't right here and the right thing needs to be done.

Dear, LUCKYELFISSUES!

We are still waiting for additional information from the game provider. Once we'll get it - we'll inform you and AskGamblers immediately.

Since 3rd parties are involved - we would really like to wait until an official statement from the game provider and extra checkups in order to provide you with the best solution for further negotiations.

We really hope for understanding and waiting for extra information from the game provider per AskGamblers request

Regards,
Golden Star Casino VIP team

Golden Star casino is doing nothing but stalling? I deposited the funds with you so you should be held accountable. You happily accepted $15,000 in deposits that day before I won. You need to take accountability and compensate me correctly.’ Im requesting Either payout for the wins or refund the $15,000 deposited that day please

Dear Golden Star Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear LUCKYELFISSUES,

As stated previously, we are still waiting for an official reply from the game provider per AskGambler's request.

We would like to deal with it faster and resolve this case, however, the game provider still hasn't sent us all the needed data.

As for the deposits and withdrawals - I am sure you remember that most of your withdrawal requests were approved, and those that were not - had a reason behind it, but after you've chosen the appropriate method for withdrawal - it was approved.

We've contacted the game provider and asked them to hurry up as we totally understand your worries and we are also interested in dealing with this case quicker and transparently. That's why, we would really be grateful for your patience and we hope we'll get all the needed information soon.

Best regards,
Golden Star Casino VIP team

Its got nothing to do with my previous withdrawal requests! thats standard for a casino . . Well Done.

I deposited the funds with you so you should be held accountable. You happily accepted $15,000 in deposits that day before I won. You need to take accountability and compensate me correctly.’ Im requesting Either payout for the wins or refund the $15,000 deposited that day.

Stop repeating, stalling and avoiding this payout.

Thankyou to the VIP manager and Golden Star for resolving this complaint. I was given a payout for the winnings. I have requested a withdraw of the funds

Dear all,

As apparent from the submitter's latest post, 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.