Golden Lady Casino - 選手の退会が遅れました。

I deposited on this site and did not collect any bonus or free offer attached to it. I requested a withdrawal (my first) for $1000 on the 13/07/2022 via bitcoin as it was the only option available to me.

On the 15th July I was informed I needed to send documents to verify myself. I had issues with getting the emails to go through but spoke with chat at the same time and they were confirmed received and then that I was verified and my withdrawal would be processed within 7 to 10 days.

And that's where the trouble began. ... I have been in constant contact via chat ever since asking where my money is, only to be given the run around and all the same excuses that I have seen posted in other complaints here. Initially I was able to get responses on email from support, but that stopped after a few emails and no one will answer those now. I have chat screenshots to show.

Chat continually tells me my withdrawal is in priority queue and be patient it will arrive but its been almost 2 months now and after being asked for my bitcoin address 8 separate times(which I have provided every single time) they have still failed to pay me. HELP !

Dear ashermasher76,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation of what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an 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

Yes, withdrawal is still showing as pending and has not changed since the withdrawal was requested. I've been given numerous excuses as to why it isn't processed including that they had issues with their wallet provider and that they would be changing, that I'm in priority queue for payout, finance department doesn't work weekends etc. I've asked to speak to managers. I've been "escalated" more times than I can count and apparently been put on a request for a call out that never happened. I have screenshotted so many of my conversations via chat. I'm just so frustrated and fed up with it all. When I lodged this complaint I sent another email to support to let them know what I've done and that I will continue to follow up until I'm paid, I'm not quitting. Of course no response as yet and I don't expect one. I really hope you guys can help !

Thank you very much, ashermasher76, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Dear ashermasher76

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help, but please bear in mind that Golden Lady Casino ignored us in our attempts to mediate any kind of issue. With this being said, I will still do my best to get in touch with Golden Lady Casino to try to resolve your complaint.

We would like to invite Golden Lady Casino to join the conversation.

Dear Golden Lady Casino,

Can you please provide some information regarding the player's long withdrawal?

Thank you Michal for attempting to help resolve this problem. I see it can be hit and miss with whether it gets resolved or not, fingers crossed you can get a response for me ! I appreciate your help.

Hi guys,

Just wanted to provide an update so far. After I lodged my complaint here, I emailed Golden Lady support one last time to ask for a progress report, tell them how annoyed I was and to let them know I had posted a complaint here and provide them evidence of that. I received a reply after a few days, with an apology and a request to cancel my withdrawal and split it into 2 separate withdrawals of $500 each, with the first set to be paid on the 19th September (no promise or mention of when the second payment would be released).

I have done as they requested and responded to their email with confirmation, as well as the 2 bitcoin addresses for the withdrawals.

Tomorrow will be the deadline for release of the first $500 so I will keep you updated if anything happens and I don't receive any money !

Thank you for the information ashermasher76. Please do keep us updated, because it is quite common that casinos communicate with the players first and sometimes forgot to inform us that the complaint has been resolved. I'm happy that things appear to be moving forward. Fingers crossed

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’.

Hello ashermasher76

Unfortunately, Golden Lady Casino was unresponsive to me. Can you please provide an update if you have received your withdrawals?

Hello ashermasher76

The casino has, at last, come back to us and informed us that your withdrawal was processed. Please let me know if you have successfully received the funds

Hi Michal,

Yes I did eventually receive my withdrawal. When I was asked to re submit, I did reverse one of the $500 amounts to play with and did not end up withdrawing but I did get the first $500. I do believe that contacting Casino Guru and informing them that I had done so, helped with resolving this issue. Thank you so much for your help and will definitely never play anywhere without checking here first!

Great news, ashermasher76. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal