Golden Lady Casino - Player’s withdrawal has been delayed.

I have had £550 withdrawal ‘processing" since 28/12/21.

• casino keeps saying it will be in 2 days
• keeps saying we will make priority
• when I go live chat now sometimes I’m being completely ignored and they close chat
• 3 promises to pay and they have not even clicked approved

I followed the rules I always followed and I’ve had 2 cash outs totalling £800 so far . I’ve made 20 deposits on there site and I’ve sent documents and KYC on first withdrawal .

Dear Darksky10,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Petronela ,

it is still "processing" it has not been approved. All the other times it was approved within 3-5 days.

since making this complaint live chat seems to be closed for me .

if they had a internal problem still they could explain it to me and approve the withdrawal. I done the exact same thing every single time I played. All terms and conditions are adhered to . I have a screen shot of the transaction if you need it .

thank you for your valuable time

Thank you very much, Darksky10, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Darksky10,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Golden Lady Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Golden Lady Casino team,

could you please state the reason why the player's withdrawal has not been fully processed yet and when can he expect the payment?

Thank you in advance for providing the information.

I really appreciate your help and support trying to get my withdrawal. I welcome goldlady supports comments on this .

let’s hope get this payment soon . I was on chat again few days ago and promised 72hrs for sending again .

Quick update -

• every day I speak to live chat to ask the status

• Each time been promised "priority" and will defo get winnings soon

• pretty much same response from all but the withdrawal is still "pending"

• this is a BTC withdrawal as well . And a LTC deposit .

• friendly chat advisors but don’t actually do anything ,

i asked could I contact the finance team . They said contact support email .

• this support e-mail is not getting any response .

I think Ethan is the boss of the company, have spoken to Lisa , Jack , Ron , Ethan .

We would like to ask 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’, which will have a negative impact on the casino's rating.

I am not sure if they are having trouble or what, maybe they are in financial difficulties.

because I checked there Crypto wallets for depositing and they have 0 transactions and have changed .

so I don’t know how they would be able to pay anyone out atm .

Dear Darksky10,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

The complaint was reopened after receiving an update from the casino.

"please check as this player has no pending banking" - substantiated with a system data screenshot.

Dear Darksky10,

Could you please provide us with an update on your issue? Was the disputed withdrawal paid?

Looking forward to hearing from you.

Dear Darksky10,

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.

They didn’t pay out , they kept cancelling the withdrawal and putting the balance back in my funds . Nvm won’t go back . Scammers

And what was the reason that the casino cancelled your withdrawals? Did it let you know about the details?

Do I understand correctly that you have already lost your money playing in the casino?

Dear Darksky10,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru