Golden Lady Casino - プレイヤーの撤退は遅れています。

I have made several withdrawals in the beginning of March. Their terms say 7 to 10 business days, which is long past. I have stopped receiving responses to my emails, but when I enter chat I am told that it is "in progress" and should be disbursed "soon". They will not give me a time frame. I have received 1 withdrawal previously and they have all my documents, my bitcoin wallet address for deposit, and I have met all play through requirements.

Dear Sandra,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings have you opted for? Was it the same one you used before?

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

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

My previous withdrawal was to my Coinbase account and the pending requests were to the same account. The winnings were from a deposit with playthrough requirements and a max allowed withdrawal. Goldenladycasino does not allow a withdrawal request until all playthrough requirements are met and each withdrawal is for the max allowed. I am forwarding several emails to you as well. 

Thank you for your reply, Sandra. Could you please advise when was the last time you successfully withdrew money? How long (approximately) did it take to be successfully processed?

On 1/22/22 I received $869.40. That withdrawal took 7 business days to approve and was in my account within a few hours.

Thank you very much Sandra for your cooperation so far. 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 Sandra,

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’.

Have you had any luck reaching someone to address this yet?

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.