The player from Portugal had opened an account 8 days prior and had provided all necessary documentation, which took 4 days to be accepted for gameplay. However, her account remained unverified, preventing her from moving or withdrawing her 250 euros, and customer support had not provided timely assistance. The Complaints Team had extended the investigation period but ultimately closed the complaint due to a lack of response from her, despite her attempts to provide additional documentation.
GoldenPark Casino PT - Player faces delayed verification and inaccessible funds.
Closed
Our verdict
Player stopped responding
Amount: €250
GoldenPark Casino PT
Safety Index:Very highCase summary
Discussion
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7 months ago
Translation
I opened an account 8 days ago, I sent them all the documentation, it took them 4 days to accept that I could play on the account and after 7 days thinking that everything would be ok I see that it is still not verified but they accept payments I paid 250 euros that I can't move or withdraw
I've spoken to customer support who say they'll get back to me by email !!!!! God in heaven
Automatic translation:
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7 months ago
Dear Nerely,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Therefore, I recommend that you give it a few more days so that the casino has enough time to review your documents. I will keep this complaint open, and if there is no development within a week, please get back to us, and we will intervene.
Thank you in advance for your reply.
Best regards,
Kristina
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7 months ago
Dear Nerely,
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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6 months ago
Translation
I called again and sent more proof that the deposits were legitimate. 4 more days have passed and nothing has happened. They have yet to say anything, but the answer they gave is not correct.
Automatic translation:
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6 months ago
Thank you very much for your reply, Nerely. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?
Additionally, please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.
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6 months ago
Translation
Yes, I did, and they were valid. Now they're asking for proof of a mobile phone bill, which I find very strange! It seems like they're trying to buy time so they don't pay.
Automatic translation:
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6 months ago
Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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6 months ago
Dear Nerely,
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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6 months 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,
Kristina
Casino.Guru
