Golden Lady Casino - The player's verification is stuck.

It is nothing well over a month since I requested my first withdrawal and despite the $1,800+ win in my bank I was happy to settle for the $69 they allowed me to request for my withdrawal as it was a no deposit bonus however they stipulated I must make a $25 deposit before I could withdraw any of my winnings. They added it to make nearly 1900 I'm my bank, all of which (minus the 69 of course) was eradicated from my account the time of my submitted request. I have submitted my documents repeatedly and now I can't even get a response from the live chat customer service. I have emailed support@goldenladycasino.com several times with no response.

Dear Tiffany,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Golden Lady Casino.

Allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Did the casino ever responded to you? Which payment method did you use to deposit?

Looking forward to hearing from you.

Best regards,

Nick

I began this process on February 18th the same day I made a $25 deposit via my cash app wallet. The customer service was very attentive the first 7 days but very vague they kept telling me it could take 7 to 10 business days but would not tell me if my attachments were accessible or eligible. On the 9th day a customer service representative informed me that my documents had been negatively reviewed because the attachment was not formatted correctly. Since then I have had no luck speaking with customer service although I had immediately submitted new forms of the same documents. When speaking to customer service as a guest I am able to get a response but only until my information is reviewed. Then the agent will cordially inform me that they share my urgency and that perhaps I should make another deposit so that my next withdrawal can be processed simultaneously.

Hell Tiffany,

Could you please specify which documents were approved and which one declined? If it's possible please forward the communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

I have had ZERO response regarding the matter of my documents. Not even the t first time when the rep said the attachment was unavailable. Only when I initiate the live support chat can I tell they even have a customer service department. I feel really violated by that because not only did I pay them money... But I sent them a picture of my ID and my crypto wallet info...

Thank you Tiffany for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it

Regards,

Nick

Hello Tiffany,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could I ask if you have any more details about which bonus you used?

We would like to invite Golden Lady Casino to join the conversation and aid in the resolution of this complaint.

Dear Golden Lady Casino, are you able to provide some information regarding the player's winnings and verification?

We would like to ask Golden Lady Casino to reply to this complaint.

Dear Tiffany,

There has so far been no response from the casino, I will attempt to contact them once more.

Please respond and let me know if there have been any developments in the meantime.

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Tiffany,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I wish I could have been of more help.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Tiffany,

The casino has contacted us stating that the issue has since been resolved and that you have received your payment. Could I ask you to please confirm this information?

Kind regards,

Adam

Dear Tiffany,

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.

Dear Tiffany,

It seems that this issue may have been resolved, but as we have not had any confirmation of this from you we will now reject the complaint as previously mentioned.

It can be reopened at any time.

Kind regards,

Adam