Golden Lady Casino - Player’s winnings have been capped and withdrawal delayed.

Been waiting over a month on a payout if $401. I had won over $5,000 yet they said that per the requirements of the bonus i couldn't cash out more than $401. I didnt read anything like that and I read the fine print but whatever. At this point I know I'll never use this casino again. Every time I contact them they either don't respond or tell me it'll be any day now that due to Covid-19 stuffs backed up and I need to wait. Pretty sad trying to blame the pandemic as a reason they're not paying when in all reality its due to the fact they're a lying shady business.

Dear littldesi,

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. Could you please advise which exact bonus you have activated and played? Which payment method you have opted for to withdraw your winnings? Lastly, have you completed KYC account verification successfully in the past?

If there’s any relevant communication, please forward it to my email address 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

Hi Petronela,

Thank you so much for helping me with this! I am emailing you all the information I have as I've been taking screen shots of my live chats, or attempts at live chats most times. I also have all emails as well. Again thank you I will send you the email with all the requested information in a moment.

Sincerely,

Desire

Thank you very much littldesi for providing all the necessary information via email. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello littldesi,

I am very sorry to hear about your issue. I will do my best to help you.

Golden Lady Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

We would like to ask the Golden Lady 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’.

Thank you for your assistance.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear littldesi,

I know it's been a long time since we closed your complaint as unresolved. However, just recently, we received an update and supporting evidence from the casino that all your winnings have been paid. Would you be so kind and confirm this information, please?

Dear littldesi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.