The player from Michigan had claimed that his screen had gone blank after he had won several times, totalling $1475. When he had reconnected, his balance was zero. The casino had mentioned a special promotion he was unaware of and had given him only a $30 credit. Despite the player providing all the requested evidence, we had been unable to resolve the issue due to the casino's consistent lack of response to our attempts at mediation. The casino had a history of non-cooperation, as evidenced by its 15+ cases closed due to 'No Reaction Policy.' Unfortunately, we had to close the complaint as 'unresolved', which would affect the casino's overall rating.
Golden Lady Casino - Player's winnings disappeared after disconnection.
Black points: 120
Amount: $1,300
Golden Lady Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
I hit o have screenshots and game h history to Shell to back it up within six rows away. I hit for 1000 and then again for 150 and then again for 250 and then again for 75. My screen went blank and I was disconnected and reconnected. My balance is at zero when I contacted them to see what happened to my phones they said I wasn’t a special promotion. I knew nothing about and I only had a 10 minute time frame to play so I said if I did enter a promotion with only two minutes to play you cut me off at five because my history shows I went in at 3:37. It was disconnected at 3:42. They gave me $30 in credit and kick me to the curb.
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5 months ago
Dear Dreamdude022574,
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. Do I understand correctly that you currently don't have any remaining balance in your casino account? Do you have any screenshots confirming that you had this amount in your account at some point? Could you please forward it to kristina.s@casino.guru?
Additionally, if there is any other communication between you and the casino, please forward it as well. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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5 months ago
I sent an email with all the things you asked for. Hopefully it helps you out in this case. Thank you very much for your help.
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5 months ago
Dear Dreamdude022574,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Golden Lady Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Lady Casino.
Since this casino operates without an official license, I am not able to recommend any further steps. I wish I could be of more help.
The casino can reopen this complaint anytime.
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