Golden Lady Casino - 選手の退会が遅れました。

I requested a withdrawal on October 12, and I am still waiting for it.

I have contacted customer service numerous times, at least twice a week for the last 6 weeks, and I continually get lied to about when I will receive it.

Dear 507mikepeterson,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that the payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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, I have received winnings from them in the past. No bonus was used, but I did use comp points to win. Yes, the payment is pending in my account.

I requested the withdrawal 11 weeks ago today, I just said that I have been contacting them at least twice a week for the last 6 weeks.

Thank you very much, 507mikepeterson, 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.

Hello 507mikepeterson,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear Golden Lady Casino

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

Ok, once again, tomorrow will be 12 weeks since I requested the withdrawal. I have been contacting them at least twice a week for the last 6 weeks. I don’t know why you are saying that I requested the withdrawal 6 weeks ago. I requested it on October 12, 2022.

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 507mikepeterson,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal