GoldenPark Casino PT - Il giocatore subisce ritardi nella verifica e i fondi risultano inaccessibili.

I opened an account 8 days ago, I sent them all the documentation, it took them 4 days to accept that I could play on the account and after 7 days thinking that everything would be ok I see that it is still not verified but they accept payments I paid 250 euros that I can't move or withdraw

I've spoken to customer support who say they'll get back to me by email !!!!! God in heaven

Abri conta a oito dias mandei a documentação toda demoraram 4 dias a aceitar que jogasse na conta e passado 7 dias pensando que estaria tudo ok verifico que ainda não está verificada mas aceitam pagamentos paguei 250 euros que não consigo mexer nem

levantar os fundos parece me que brincam com nosso dinheiro falei com apoio ao cliente que diz que irão me responder por mail !!!!! Deus do céu

Dear Nerely,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I recommend that you give it a few more days so that the casino has enough time to review your documents. I will keep this complaint open, and if there is no development within a week, please get back to us, and we will intervene.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Nerely,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I called again and sent more proof that the deposits were legitimate. 4 more days have passed and nothing has happened. They have yet to say anything, but the answer they gave is not correct.

Voltei a ligar mandar mais comprovativos como os depositos sao legitimos ja passaram 4 dias mais e nada ficaram de dizer algo e nada a resposta que deu nao e certa jogo em.outros e nunca semelhante aconteceu e voces no portal da queixa teem muitas queixas similares

Thank you very much for your reply, Nerely. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Yes, I did, and they were valid. Now they're asking for proof of a mobile phone bill, which I find very strange! It seems like they're trying to buy time so they don't pay.

Sim forneci e foram validadks agora pediram comprovativo de conta de telemovel o que acho muito extranho ! Parece que estao a tentar ganhar tempo para nao pagarem

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Nerely,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru