Golden Lady Casino - 選手の退会が遅れました。

I got a free casino bonus for signing up. I hit big on it and completed the playthrough requirements. I tried to cash out to no avail. Of course the cap on cashing out with the bonus was set at $80.00. I contacted the casino thru chat and they stated that they could not verify my account without ever having made a deposit. I then made the deposit of $25.00 so that I could cash out the $80.00 from that bonus. ( I had like 3k on my account at this point)

I emailed all of the necessary documents to the casino support email. My account is fully verified. I'm not sure when it became verified but they confirmed it in chat today. I kept screenshots of the chat today.

I keep getting the same runaround that I have read on other complaints on your site here. I actually have 3 pending withdrawal request, one for $80.00 is the first one, requested November 16. Next is one for $50.00, requested on November 18. Lastly I just requested another one for $100.00

Is there anything that you can do to help me? I have only made the one deposit of $25.00 on November 16. But I really need the money for Christmas.

Dear beccafrench1221,

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. Could you please advise what is the current status of your withdrawal requests? Are they marked as pending or processed in your account?

Which payment method to withdraw your winnings have you opted for?

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

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

It says 'requested' as the payment status. I opted for the only choice they had for payment which was Bitcoin. They have blamed the delay on their Bitcoin payment processor having issues that have since been resolved. I asked how long it was down and if they only processed a certain number of payouts per day or anything that could hold up my winnings. They said they have started processing payouts that were affected by the issue. I told them Bitcoin was immediately processed if their processor was up and running. Lol, they just have those same automated/ scripted responses and they don't vary from the script easily.

Thank you very much, beccafrench1221, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Kristina, I appreciate your time on the matter. Is there any update on the status of the complaint? Have you been able to get in touch with anyone at the casino?

Hello, beccafrench1221,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. I will also update the disputed amount to $230, according to the provided information in your first post. Now I would like to invite Golden Lady Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Golden Lady Casino Team,

Could you please state the reason why the player's withdrawals have not been completely processed yet, and what is the estimated time frame for processing the payments?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Dear beccafrench1221,

I was in contact with the casino representative a while ago. Your casino account details should be forwarded to the relevant department to speed the process up.

For some reason, the casino does not respond directly in this open thread. However, I will set the timer for the casino and will wait until it contacts me. I will let you know once I have any updates regarding your withdrawal(s).

Thank you for your understanding.

Thank you for keeping me informed on your process. I hope to hear from them soon.

We would like to ask the Casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear beccafrench1221,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru