Golden Billy Casino - Player's withdrawal fails and casino does not respond.

Good day,

On December 18th, I made a Jeton withdrawal request of 1500 euros which failed. Since then, the funds have not returned to my casino account. I've attempted to use the chat feature by clicking the button but it doesn't respond. I've tried different browsers and computers, but I am still unable to access the chat feature. It has been over a week since the chat has been functional and my funds are still not back in my casino account for me to make a new withdrawal.

I've sent numerous emails to support without a response. They simply never reply to the emails. All I want is for the funds to return to my casino account so that I can make another withdrawal attempt. However, the 1500 euros have not returned to my account, and I am not able to reach out to them 😪

I don't know what to do now. I've tried everything within my power. Please help me.

Thank you

Dear patesteves91,

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.

• Have you previously used Jeton as a withdrawal method for your winnings?
• Have there been any communications between you and the casino since the unsuccessful transaction?
• Have you been provided with information about any alternative payment methods for withdrawing your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning,

I had already carried out a successful Jeton survey. However, on 17-12-2023 I had a Jeton withdrawal that also failed but a few hours later the amount was added back to my casino account and I was able to make a new withdrawal. This time, by bank transfer.

On the 18th I had winnings again and tried to make the Jeton withdrawal but it failed AGAIN and since that day I have not received the amount in my casino account to be able to make a withdrawal again. Since that day, I have not been able to have any type of communication with the casino, as the chat is unavailable and they do not respond to my emails. It's been more than a week and I don't understand how I don't receive responses to my emails. In fact, I don't understand how I didn't receive my funds back in my casino account after a week.

Thank you very much, patesteves91, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good morning,

Thank you in advance for your help.

The problem remains the same. The withdrawal remains in a 'failed' status and the money has not returned to my casino account so I can make a new withdrawal.

This problem has persisted for almost two weeks.

Thanks

Hi patesteves91,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Golden Billy Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request? If it is rejected, why the money is not returned to the player's balance?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good morning,

Unfortunately, I still have the same problem. The casino does not respond to my emails. I have been sending emails every day for over two weeks and have never received any response. The support available in chat still doesn't work, I click on the support link and there is no window that opens. The help provided to customers leaves a lot to be desired, I have never had this type of problem with any casino before. I have no possibility of speaking to any casino operator 😔

The withdrawal of 1500 euros continues to appear failed in my history, but the money does not return to my casino account so that I can make a new withdrawal request.

I've been in this situation for two weeks, I don't know what else to do 😭

Goodnight,

Does the casino manager not respond?

I don't understand how it's not possible to talk to anyone at the casino. Neither in chat nor by email. And here in the complaint they don't respond either 😑

I still have a failed withdrawal and the money has not returned to my casino account. I've been in this situation since December 18th. It is not admitted.

Hi patesteves91, unfortunately, we haven't heard anything from the casino yet, but I still hope they'll decide to reply.

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.

The problem persists.

I still have no response from the casino to my emails, nor access to the online chat available on the casino website 😪

The withdrawal continues to fail and the money has not returned to my casino account since December 18th.

Dear patesteves91,

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia