Golden Lady Casino - 選手の退会が遅れました。

On April 9th 2022 I made a deposit of $25 and I started playing and winning. I kept winning and winning until I went through the wagering amount requirements to be able to request a withdrawal. On May 9th I requested $150 withdrawal and it's been pending ever since. I reach out to customer support and online chat Representatives and it seems like they just keep telling me that it should be coming soon. On July 22nd I got a response back from customer service department but since then I have sent them at least four different emails and I can't get a response. I have sent in copies of my driver's license and screenshots of my profile on Golden Lady casino where it shows that I requested a withdrawal. According to the terms and conditions I should be receiving the $150 that I want and I do believe that I've met all the requirements. Could you please help me get through to this customer service department of the casino and see if I can get this money that I won? Thanks

Dear chazzymailbox1,

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? Have you received any confirmation regarding successful verification?

Could you please clarify if you accumulated your winnings with 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

Dear chazzymailbox1,

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

Hello Kristina,

No I have not made any successful withdrawals before with Golden Lady Casino. And yes I have recently received confirmation regarding successful identification verification. They emailed me and said that my documents were verified and asked me where can send me my winnings in a very nice and friendly message a few days ago. So it sounds like things are moving along nicely. And to answer your last question, I did accumulate my winnings with an active bonus I received with my first deposit. Thank you so much for your help.

Thank you for the update, chazzymailbox1. Sounds like we are on the right track. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or in case there is anything new.

We have been informed by the casino that your withdrawal has been processed. Could you please advise if you have already received it?

Dear chazzymailbox1,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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