Golden Lady Casino - Il giocatore sta lottando per ritirarsi.

I deposited 100$ into this site and turned it into 400$. I requested a cash out on 12/27 and still have not received it. I have been in contact with customer service and their only reply is that they are going through internal changes that’s why payments are taking so long to process. After reading these reviews they are not going to internal changes, they just don’t payout. I asked for a reimbursement of just the funds that I deposited instead of the 400$ winnings and they still will not comply.

Dear decanrush,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Is your withdrawal still pending in your account?

Thank you very much in advance for your reply.

Best regards,

Tomas

I have made four successful deposits. I have verified my account. My withdrawal is still pending. Thank you

no successful withdrawals

Thanks for your reply.

Did you accumulate your winnings using an active bonus or not?

I do not recall as I tried to originally payout in late December. The bonus is not active now and the play thru requirement was met

Hi Tomas, I have used other bonuses since that one so that would not be an active bonus. Thank you for your hell

Help*

Thank you very much, decanrush, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, decanrush!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you Pavel.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel

Hello, decanrush! Casino has asked us to reopen the complaint as they claim that your withdrawal has been processed. Could you, please, confirm that you have received the funds?

Decanrush, if you will not respond in a week, we will be forced to reject this complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.