Golden Lion Casino - Player’s deposit has never been credited to his casino account.

Dear Guru ,

I was wondering in you could advise me , I won some money through a wagered no deposit bonus with a max cashout of E 100 . To release these I was to make a Deposit of 25 . Used my Visa card a few times to Deposit which the Casino Denied with all try again later instructions . As Neteller was also an option , I tried them using the casinos Cashier , which sent instructions to pay to my Neteller , which I promptly did .

The instructions payed somebody else . Even though my History on Golden casino shows the Transactions , first as pending then it turns to Denied . The money has gone elsewhere , (Great white media ) Tried to explain this to the casino , that their Cashier is paying somebody else, with no luck .

Have i been Duped ?

Dear Carl,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please forward the payment receipt along with any relevant communication to petronela.k@casino.guru? Who provided you the address where to send the payment?

As I mentioned earlier, if deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Could you please advise if you have paid through the casino's cashier site or you've received instructions on how to deposit from Customer Support?

Hi , Paid through casino Cashier site .

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

Dear Carl,

I’m sorry to hear about your unfortunate experience. I’ll try my best to resolve the issue.

I would like to invite Golden Lion Casino to participate in the resolution of this complaint.

Yes ask them why they wouldnt take my Visa card to depo and was denied , then ask them why their neteller cashier payed someone else . Maybe they denied the 25 depo because there is a 100 that was won and they dont want me to withdraw.

Hello,

Please be kindly advised that we use rival software who provide us with Neteller services, therefore we don't have direct account with Neteller . We've already forwarded the query in regards to your transaction to Rival software and waiting for their response.

Meanwhile - we decided not to make you wait and add funds stated on the statement (25 EUR) as cash to your gaming balance.

Dear Casino Guru ,

Thanks for your Help and getting this issue resolved , without you this would have just been ignored .

I decided that the WIN with G Lion was so difficult to conclude , I cannot imagine having to have won 10 X or 100 X that what would have happened , so I let them have it allll back and man did it go down quickly . Proved to me that any money would go just as fast .

So I feel rather sad , that I have invested in many casinos and am far down on all , but havent had an encouraging win with any .

Thank you, Golden Lion Casino, for your cooperation

Dear Carl,

I’m glad we could help. Do I understand correctly that you played your balance down to zero before the deposit of €25 was credited to your account?

No it was in before I played

Thank you, Carl, for clarifying. Unfortunately, That being the case, I’m afraid we won’t be able to help you further.

Please note that as the issue regarding your missing deposit has been resolved, we will now close your complaint as ‘resolved’ in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru