Golden Lady Casino - プレイヤーの撤退が遅れています。

My withdrawal was approved in November 13, 2021. I have been told countless times to just keep waiting a little longer. Then I started getting dates that I would receive my payout, that never happened. It is now 3 months and still have not received my payout. I have literally been in contact with their customer support for over a month, riding them about this and endless excuses and promises from them. Literally every day they tell me don't worry, you'll get it soon. This is terrible to constantly be lied to and 3 months and still being told to keep waiting is not okay anymore. Ethan, Jack, Ron, Lisa and Jenny have all told me that my payout is completed and I would receive it shortly. Lie after lie. So now they are ignoring me online, and there is no phone number. So my friend is an attorney and has been contacting them without an account in order to get ahold of a customer service representative.

Dear Jennifer,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you waiting for a withdrawal for three months.

Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

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

Best regards,

Petronela

Thank you very much, Jennifer, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Golden Lady Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Jennifer,

I looked at your complaint and will do my best to help you. I would like to invite Golden Lady Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Golden Lady 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Jennifer,

I know it's been a long time since we closed your complaint as unresolved. However, just recently, we received an update and supporting evidence from the casino that all your winnings have been paid back in May 2022. Would you be so kind and confirm this information, please?

Dear Jennifer ,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.