Golden Lady Casino - Player’s winnings haven’t been received yet.

Hello,

My name is [edited by Casino Guru].

I am struggling with Golden Lady Casino because they haven't been communicating or emailing me with the confirmation or anything like that for last 7-9 days with my withdrawal process.

I am not very happy with their service and need do better business.

I have gotten in touch with them a couple of times and they kept telling me to wait. I am not comfortable with this matter.

Please help me resolve this issue and i wouldn't recommend others to play here, as well.

I am having a bad experience with this again, like with other casino one time. It's giving me a bad memory.

Thank you for your time and your consideration.

Sincerely,

[edited by Casino Guru]

Dear grumpymonkey0617,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Still nothing from them.

Dear grumpymonkey0617,

Have you received your withdrawal from the casino yet?

No

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

Dear grumpymonkey0617,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of grumpymonkey0617.

Dear grumpymonkey0617,

thank you for the screenshots. 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 for 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 resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Golden Lady Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime.