Golden Lady Casino - Player's struggling to withdraw her winnings.

Won $40 as the max cash out from a bonus. Said it was paid in Aug. I never received. Asked a few days ago which Bitcoin wallet address did they send it to. They gave me it and when I looked on the blockchain, it didn't have anything sent to it since June. Liars. Said they would process again in 24 hours a few days ago. Again, lies.

Dear nikkic59,

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 made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This was from 10-13-22:

Now, my account shows this:

Yes, I withdrew $241 on 7-4-2022. So, I have been verified.

Thank you for your reply, nikkic59. I was contacted by the casino representative who shared with me proof that indicated your withdrawal was completed in August. Could you please check again and confirm the transaction has not been received?

I sent the screenshot of the bitcoin wallet they claimed they sent to it. No such deposit was ever made. They even indicated they would re-process in the chat screenshots I sent to you.

nikkic59, could you please advise if both bitcoin addresses mentioned in the conversation belong to you?

The first one they gave isn't connected to me. The 2nd one is my coinbase.

Additionally, the 1st address has no deposit made in August anyway. They gave me the 1st address as the one they sent to.

Thank you very much nikkic59 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi nikkic59,

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 nikkic59,

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