Gold River Star Casino - 選手の退会が遅れました。

I made the request for a withdraw and supplied the requested documents. I was told it could take 18 business days and today is the 15th day since my account was verified.

Dear raymondgblevins,

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 before? Do I understand correctly that you have passed the verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I have not received any payouts and I was verified on 3-27-23.

Here is the additional info;

Mark Goldberg called me and invited me to join the casino and here is a copy the email he sent me 3-18-23;

Raymond B***

I hope this email finds you well!   here is the Link casino Please click   HERE   and  click on Live Chat Support  

Your endless search for the right place has reached its end. I have found you a new home, one suitable for all your wants and needs. a place that understands how to respect and hold someone like you to much higher standards of gratitude and appreciation.

What do we offer? here is the casino link 

With this MARK100 code, our chat agent will credit your account with a comp to test the games + 100% Cash Back on your 1st deposit.

ON LIVE CHAT SUPPORT COPY THE CODE AND PASTE IT AND SEND IT TO SUPPORT 

GOLD VIP MEMBER'S BONUS CODES 

GOLD 100% CASHBACK FROM MARK ON WEEKENDS 

GOLD 50% CASHBACK FROM MARK ON WEEKDAYS 

1. The best deals in the industry, beating all competition

2. FAST CASHOUTS: Withdrawals don't exceed 3 business days

3. Personal gifts straight to your home address

4. More than 600 games to choose from (including over 200 3D games)

5. 24/7 Live chat customer & tech support

Good Luck 

Mark G VIP WIZ HERE 

I told Mark I was a "small time" player and didn't want any bonus and asked what was the minimum Bitcoin withdraw and he told me there was no minimum. I made a deposit of $100 Bitcoin and played for a couple of hours. I liked the software and games and I checked the banking info. I read there was a $100 minimum with Bitcoin so I requested $100.07 on 3-23-2023, and started the process to get verified. I was offered a "no rules" 200% and was told it would have no effect on my withdrawal so I deposited $100 worth of Bitcoin 3-24-2023 with the bonus and it had a 1X playthrough. I completed the playthrough and I had a balance of $300.72 when I requested a withdrawal of $100.72, I left the bonus. I have not made any more deposits or played any games since I made my last request.

I saved all the emails and here is a copy of the email confirming my verification, 3-27-2023

Greetings,

Thank you for sending in your required documentation.

Please note that they have now been approved and your account will be

updated accordingly.

For any additional questions, please contact your account manager or

support agent.

Sincerely,

Casino: Gold River Star

Thanks for your time,

Raymond B***

It has been over 18 business days and no payout. I sent them an email and I will let you know if they respond.

Thank you very much, raymondgblevins, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 raymondgblevins,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Gold River Star Casino to join the conversation and participate in the resolution of this complaint.

Dear Gold River Star Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Thanks for any help. They answered my email and here is a copy;

Dear raymond, 

I am inquiring you regarding your processing withdrawal. Your withdrawal is with the finance department and it will be sent on our next payment date, which is the beginning of next week.

If there's anything at all that you need, please, do not hesitate to ask.

Thank you for patience.

Maddy

VIP Manager

Gold River Star

end of copy

If what they are telling me is true, that would be 24 business days. The email is oddly worded and I have serious doubts I will ever get paid, but I will keep you up to date.

Thank you, raymondgblevins, for providing the information.

I will keep the timer running for the casino until your confirmation of receipt of the payment next week.

Kind regards,

Tomas

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.

Thanks for your update and I have an update.

My request was 2 $100 payouts, made 24 hours apart, well they paid one and that was after 24 business days.

I will let you know if I get the second one.

Thanks.

Dear raymondgblevins,

Thank you for updating us on the current status. I'm awaiting your next confirmation.

Kind regards,

Tomas

Dear raymondgblevins,

Could you please update us on the current status? Have you already received the second payment?

Thank you.

Kind regards,

Tomas

I emailed them and asked for the second payment and they said it was still being processed and I would be getting it this week. We are now at 30 business days and I will update you when I get paid.

Thank you for the information, raymondgblevins.

I will now extend the timer by 7 days to see if you receive the payment this week.

Kind regards,

Tomas

Thanks,

I doubt I will get paid, but will keep you up to date.

I finally heard back from the casino and they are denying my withdrawal because I did follow the T&C of the bonus. Well it was almost 2 months ago, but they gave me a 200% bonus with a low playthrough. I made a deposit of $100 with a $200 bonus, well I completed the playthrough and had a little over $300 in my account, so I asked for a $100 withdrawal and left the $200. I followed the T&C and I have not made any more deposits or played any games since requesting my payout and the $200 is still sitting in my account. This casino is a sham and I will never deposit any more money.

Dear Gold River Star Casino,

Could you please comment on the issue above? Why is the player getting his second withdrawal rejected?

Thank you.

Kind regards,

Tomas

Thanks for your help and I will keep you update.

They just told me my "bonus" amount is $300. They are the only casino I know of that counts the deposit as part of the bonus and it took this long to explain this, I made my request 3-24-23.

Dear raymondgblevins,

If that is the case, is there anything else that I can help you with?

Kind regards,

Tomas

I guess not, I am reversing the withdrawal and since the minimum withdrawal is $100 I have to get $400 in my account before I can make a withdrawal.

The daily withdrawal limit is $500, this casino is not worth any deposit and I would recommend everyone to stay away.

I was told I could reverse the withdrawal and play for money. I got my account over $400 and tried to make a withdrawal and was told since I had not made a deposit for over 30 days any money in my account became "free money", so no payout. This casino is a total rip off.

Dear raymondgblevins,

Upon discovering the practices that the casino has used against you, we consider it to be really unfair because the rule you have mentioned should be applied only for non-deposit bonuses as per the T&Cs.

I will now set the timer once again for the casino to provide us with an explanation. If the casino fails to respond, we will close this complaint as unresolved with full black points applied.

Kind regards,

Tomas

Thanks for time and efforts on this matter and they deserve the worst grade you can give them.

Dear raymondgblevins,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas