Golden Lady Casino - Player’s withdrawals have been delayed.

I won $2500 with a clean deposit, no bonuses. I submitted my first withdrawal on 5/31/20 and my limit was $250. I couldn’t believe it since I had withdrawn from them in December of 2019 and my limit was $1000 at that time. My withdrawal back in December was flawless. I received it in just a few short days. It was for $1000. This time my withdrawal experience has been completely different. As mentioned my withdrawal limits were much lower, no idea why, so I had them review it and they raised it to $1000. I had to place 4 withdrawal requests total to get my $2500 winnings. It’s now been 16 business days and I’ve received nothing. In the interim I had received an email on Saturday 6/6/20 ,saying I’d receive my payout in 10-12 working days from that date even though I’d already waited a full week. I’ve tried to talk to customer support and it is the worst in the industry. The literally don’t even answer you even though it says they’ve joined the chat. I have screenshots to show a few of my experiences. Today is the eleventh day since I received the email, the sixteenth day since my first request, and still nothing. Support via email hasn’t answered me on the status yet and in the chat, sometimes they join and sometimes they don’t. Either way, I’ve not been able to get any kind of resolution or response recently. I was initially told withdrawals take 1-7 business days to be paid out but now it’s been 16 business days for no apparent reason.

Dear Maryellen,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for?

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Knowing that you have completed the KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela! So sorry about my last email. I just scrolled down and figured out how to respond. 🙂. Yes I’m fully verified with them. I guess my issue is that no one is responding at this point. I have no idea if it’s actually fine to the finance team there as ive been told different things. I’ve been patient and now I get no response. The chats I sent you are only just a few of the ones I captured. There were more that I didn’t capture. I’ll send the screenshot of my pending withdrawals

As you can see there are 4 of them. Two for $250 and two for $1000

if you need anything else from me please advise. All requests are to be paid via bitcoin.

Thank you very much Maryellen for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.

Ty Petronela! To Juli, if there’s anything you need from me please let me know. My biggest concern is that the casino won’t pay at all because I’ve submitted a complaint. Should I be concerned about that?

Here is a snapshot of my most recent chat attempt:

I waited for 20 mins with no response. That was this morning, 6/22 @ 6:41am EST

Hello Maryellen, 

I looked at your complaint and will do my best to help you. I would like to invite Golden Lady Casino into this conversation. Can you give us some statement regarding player’s situation, please? Thank you in advance.

Best regards,

Juli

I’ve stated everything that’s happened so far and I’ve sent supporting screenshots and emails that have transpired to date. I’m unsure as to what you’d like me to send. If you could please clarify I’d appreciate it. Ty!

The reason for my complaint is the delayed payment of my winnings of $2500.00. The monies were won with a clean deposit (no bonus attached) which means there were no playthrough requirements or transactions to review. I’ve tried repeatedly to find out exactly when to expect my payouts and I get no responses from support either by chat or email. It’s been 16 business days (over 3 weeks) and I still don’t know when to expect a payout. I’ve asked to be connected to the finance area or at least have a rep contact them on my behalf and the chat was closed by the rep for no reason. The customer service is the worst I’ve ever encountered in this industry. I’d like resolution as soon as possible.

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’ which may affect its rating.

Ty

I’ve received nothing from the casino thus far.

My withdrawals were requested beginning 5/31/20 and today is 7/5/20 and still nothing.

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.

Best regards,

Juli

Casino.Guru

Additional information from the player:

"I wanted to follow up on a previous complaint I entered back in June of this year, 2020. Although it took over 4 months, I finally received my payouts. That’s not to say i didn’t work hard for it.... because I definitely did. But Golden lady came through for me in the end. I would not recommend playing at this casino if you expect the Payout process to be quick because it won’t be and the customer service is still awful but I got my winnings.... finally!!!"

Dear Melsslots51,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Juli