Golden Lady Casino - The player's withdrawal is delayed.

They stated that it would take up to 10 business days complete withdrawal from Bitcoin then over almost 15 business days now every time I chat with her agent on live chat I get the same answer to almost to a TV like it's scripted saying that this with the finance department and I should receive it anytime ever receive an email and I never can get anywhere with him

Hello herrelljoshua50998,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Lady Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account is verified..A and I accumulated majority of it from a bonus that required a deposit of $25 to withdraw the winnings... also it had a set wagger amount playthrough that I completed before I proceeded with any of the other requirements to redeem my winnings

And on the communication with the casinos personal I keep on them about twice a day and repeat twice a day since I been experiencing the delay in payment

Could you also please advise if your account is verified and if yes, since when exactly?

It's been verified when i made the withdrawal request

Since when exactly is your account verified and since when is the payout pending? Did the casino give you any update regarding the payment?

Dec 27 my account has been verified and the same date was when I requested it...and they give me the answer every time that there sorry for the delay

Thank you herrelljoshua50998 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank Sir I appreciate everything you have done thus far

Hi herrelljoshua50998,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino. We can see what can be done when the casino replies.

Dear Golden Lady Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case? Can you please check if the withdrawal request has already been processed from your side?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

We would like to ask the 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 negatively affect its rating.

Dear herrelljoshua50998, I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia