Golden Nugget Online Casino MI - Withdrawal of player's winnings has been delayed.

Agree with other complaints that the withdrawal process is intentionally (and borderline maliciously) delayed & convoluted. The casino has no issue taking deposits without verification, but suddenly initiates an intense & arbitrary identity investigation when you withdrawal using the same method. In my case, I used PayPal. I deposited without issue, won a significant chunk, and requested a withdrawal. Then I was prompted to provide identity verification of the PayPal account, which I quickly did. I e-mailed customer service for a follow up— no response. Live chat provided no insight into the reason for delay or timeline for disbursement. I looked at the app reviews from the Apple Store, and they tell the actual truth that many casino review sites seem to omit— this is a CONSTANT ISSUE. The app has a 1.8 star rating with ~75% of the reviews referencing similar withdrawal issues lasting up to and over a year. To the extent Golden Nugget, or any casino, is concerned with identity verification, why do they not conduct this process BEFORE allowing you to deposit any sum of money? Even worse, they continue to allow you to deposit using the SAME METHOD while the "verification" is processing. This completely undermines the purpose of the process. In short, they have no issue with where the money is coming from, the concern only arises when it’s time to pay. This is unethical & predatory, as they know the longer a withdrawal is pending, the more likely the player is to cancel the withdrawal.

I am disappointed to see none of these sites have mentioned this issue as it is plastered all over every actual player review. Golden casino has a great platform and good games— but that is pointless if there is no way to collect your winnings.

Dear dmixer12,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Respectfully, I disagree. If you convey that you have a 48 hour max window for disbursement, you stick to it or promptly provide an explanation for the deviation. Also, the KYC point is moot for the reason stated in my post— if you are unsure about the source of the funds, you should not be accepting deposits & prohibiting withdrawals. There is absolutely no explanation for this practice.

I agree that my case is far from the most egregious, however, my other concern is that CG is seemingly skirting/hiding this huge issue that so many players are constantly experiencing. How (&why) is the App Store review rating & comments completely omitted from your review? Moreover, the single post on this forum that mentions this exact issue is listed as "closed" without any indication that it was resolved. That is disingenuous.

Dear dmixer12,

Have you received your withdrawal from the casino yet?

Dear dmixer12,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.