Golden Lady Casino - Pelaajan kotiuttaminen viivästyy.

I submitted a withdrawal request of $75.00 from the casino on June 9, 2022. I was told that I need to send verification documentation to an email address the chat support provide me in order to process my claim, that email address was support@goldenladycasino.com. I submitted the required proof they request which was a copy of my id, a copy of the credit card I used to make a deposit, the bitcoin address I want the funds sent to and a bank statement connected to the account to the credit card is associated with. I submitted all of this by email to that email address mentioned earlier on the same day I made my withdrawal request. I never received a confirmation email saying they have received the documents but I was assured by a live chat agent my documents were processed and approved and my withdrawal would be processed and sent to me in the next 5-7 working days. On June 16, 2022, five working days after my request, I contact the casino and ask for an update on my withdrawal status, only to be told that it was processing and I should receive my withdrawal funds very soon. I continue to contact the casino and ask what was going on with my withdrawal after two days after the second contact on June 16, 2022. Each and every time I was repeatedly told that my request was at that highest priority and I would be receiving it very soon and someone from the financial department would reach out to me. No, one has ever reached out to me nor have I received the money and when viewing online under my account it just keeps saying processing as it has been saying since I first made the request. I have to abide by all the casino rules and would just like the casino to pay me my withdrawal of $75.00. 

Hello niyalynn43022184 ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Lady Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent in the documentation on June 9, 2022. When I contact the casino two days later and was told that my account was verified. I accumulated my winning from a bonus followed by a deposit and then meeting the wagering requirement for the bonus once I made the deposit. I spoke to the casino on yesterday which was July 7, 2022. I spoke to them asking them for a status update on my withdrawal request because it is going on a month since I submitted the request and have not received my funds. I was told the samething that they have been telling me since submitting the request that my withdrawal request is at the highest priority and I will be getting my funds any day now and someone from the financial department will definitely contact me today to get the matter straighten out. I have been told that same line every two day since June 16, 2022 and have yet to be contact by anybody or yet to receive my funds. I explained to the live agent that everytime I contact the casino support one of the representatives tell me the samething and still to this day no funds have been deposit into my bitcoin wallet nor has anyone contact me from the financial department to get my funds deposit. Once I made that statement the agent just stop talking or answer or asking any questions or comments I made. They never disconnected the chat just ignored me once I brought up that point.

Thank you niyalynn43022184 for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear niyalynn43022184,

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.

Now I would like to invite Golden Lady Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Golden Lady Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello niyalynn43022184,

I hope you are doing well. We have received an update from the Golden Lady Casino that you should have already been paid.

Could you please confirm that this is correct and that the matter is now resolved?

Thank you very much.

Kind regards,

Tomas

Yes I can confirm that on Friday July 15, 2022 after more than a month of waiting my withdrawal was finally paid and I thank you Casino Guru because I don't think they would have paid me without getting you involved.

Dear niyalynn43022184,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas