Golden Lady Casino - プレイヤーの撤退は遅れています。

Two withdrawal requests, $1000, and $500, submitted on Jan 31, 2022. And still waiting, emailed support, several chats, and a bunch of excuses. And no winnings deposited yet, 26 days later.

Dear rhonda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind as to clarify if you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, if there is any other relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.

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,

Kristina

Thank you for your email, rhonda. Verification - KYC (Know Your Customer/Client) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. In order to verify a player's identity, casinos request certain documents. Usually, casinos require at least one type of ID (ID, driver's license, passport) and one type of proof of address (utility bill, phone bill, etc.). However, some casinos can ask for bank statements, proof of ownership of the payment method used to make a deposit, various selfies, etc.

Most casinos perform the verification at some point, sooner or later - some casinos don't let players make deposits before they submit documents, other casinos let players withdraw the first or few smaller withdrawals without it, but most often casinos ask for documents at the point of the first withdrawal.

Have you submitted any documents to verify your identity? Also, do I understand correctly that this was your first withdrawal attempt at this casino?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Yes, I have uploaded my DL, bitcoin account information, And any other requested documents. And as of March 1, 2022, I am still waiting.

I continue to receive excuse after excuse, as to why , yet my emails to support go unanswered.

i would walk out of a brick and mortar casino with my winnings.

Thank you. Could you please advise what is the current status of your withdrawal? Is it marked as pending or processed?

2 pending, when searched, "requested" generic. Since JANUARY 31!

Thank you very much rhonda for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello rhonda,

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?

Good morning I played and won on January 31, 

I put in for my withdrawal request $1000 and then for the difference of the other 500 and I waited the 7 to 10 days and I’m still waiting as of 3 March my withdrawal still has yet to be processed I have submitted my Social Security I have submitted my drivers license I have submitted the utility bills for the address emailed customer support with no response

As of MARCH 9, 2022, still waiting, now the chat support doesn’t respond, it has been over 5 weeks.

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.

The casino provided evidence confirming that the withdrawal was processed, therefore we marked this complaint as resolved.