The player from the US had been waiting 13 months for her withdrawal of $1,180. Despite a completed verification and adherence to the casino's withdrawal guidelines, customer support had not resolved the issue, instead repeatedly promising to escalate it. The player's money had been reversed back into her account with instructions to request withdrawal again. Due to the casino's history of non-responsiveness, we had to mark the case as 'unresolved', which would impact the casino's overall rating.
Golden Lady Casino - Player's withdrawal of winnings is delayed.
Black points: 224
Amount: $1,180
Golden Lady Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.1
Golden Lady Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
On 09-02-2022 I won $1,180 at which time I requested a payout. After a couple of months I started contacted them frequently. I always got the same response from agents saying, "I will escalate this issue and you will get your payout very soon. On 08-30-2023 they reversed the money back into my account and told me to request a withdrawal again.
Still nothing. I also never received payout from Crazy Luck Casino which I will file a complaint next. I have attached photos of latest withdrawal request and conversation from tonight with a live chat agent. I hope you can help.
Thank You,
Donna
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1 year ago
Dear donnamarielattuca1,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
Could you please confirm you accumulated your winnings without the use of bonus money?
Have you completed verification in the casino?
Thank you in advance for your cooperation and reply.
Best regards,
Tomas
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1 year ago
I have completed verification. I did use a bonus code however the amount requested was minus the bonus amount. It was the amount the casino said I was allowed to request.
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1 year ago
Dear donnamarielattuca1,
Thank you for your reply.
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" 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, 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 previous 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. I wish I could be of more help.
The casino can reopen this complaint anytime.
