The player from Ontario requested withdrawal of $24,641.75 in winnings from Golden Tiger Casino but received no confirmation. The operator demanded extensive source-of-funds documents, which he provided on Dec 8, yet the casino remained silent despite multiple follow-ups, and he escalated the matter to iGaming Ontario. The player failed to respond to further inquiries from the Complaints Team, who were thus unable to proceed with the investigation. Consequently, the complaint was closed due to lack of communication, but the player could reopen it if he chose to resume contact.
Golden Tiger Casino - Player’s winnings delayed by KYC.
Closed
Our verdict
Player stopped responding
Amount: C$24,640
Golden Tiger Casino
Safety Index:Very highCase summary
Discussion
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear Jacobfraser,
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 fully understand the situation.
- Can you log in to your account now?
- Have you made any successful withdrawals before?
- Please confirm whether you have completed the full KYC verification process:
- Which documents have you already submitted?
- On what exact date did you submit the most recent document?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
Dear Jacobfraser,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petra
Casino.Guru
