Golden Lady Casino - Player’s deposit was never credited to her casino account.

I made a Bitcoin deposit of $26, as instructed by chat rep, in order to verify my account and proceed with a withdrawal of $80.

I started the deposit process on 12/30/22 and got the crypto address to make the deposit. Paypal is the wallet I use and it was down on the 30th so the transfer didn't occur until 12/31. I had several attempts at contacting the chat support because I wasn't seeing it posted to my account, but each time the chat would suddening close when I asked about it.

I finally reached someone that told me my deposit was rejected on 12/30/22 and asked me to send the transfer confirmation info to support@goldenladycasino.com. which I promptly did. At that time, I could see it was being held in the cryto address I was given by the casino. (This occurred on 1/1/23.)

By 1/2/23, the $26 had been transferred from the blockchain to the casino. However, I have not gotten any response from email support despite my follow up emails. Chat support is completely useless and routinely closes the chat. One even told me I could go ahead and make another deposit! Wow!

I'm including the last email I sent, which includes the transaction details, as well as other relevant screenshots.

I'm not sure how they would have rejected the deposit on 12/30 when I hadn't even been able to make the Bitcoin transfer until 12/31/22.

Any assistance you can provide would be very much appreciated.

Dear artsyowlcreations,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communicaion. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you for your advice. This was my first deposit with Golden Lady Casino. The crypto address was unique for me only. It's not given until the deposit process is started. Every crypto deposit will get a unique address. However, all transactions are visible to public on the blockchain (blockchain.com) . One of the screenshots shows only two transactions, one depositing the funds (mine) and one receiving the funds, which is the casino because they are the only ones that can retreive funds (crypto) from their provided address.

I was hoping this was something that the casino just needs to take the time to review and reconcile. I figured opening a complaint on my end would be long and tedious, but that looks lile my only option

Thanks again

Thank you very much, artsyowlcreations, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi artsyowlcreations,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Golden Lady Casino to the conversation to participate in the resolution of this complaint.

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.

Hi artsyowlcreations,

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,

Peter