Golden Nugget Online Casino PA - Player's withdrawal delayed by repetitive verification requests.

On September 1st of this year, I attempted to withdraw $776 in winnings from the newly opened Golden Nugget Online Casino in Pennsylvania. I registered with this casino a couple of days after its opening date in August of this year. I still, to this day, have not received the requested withdrawal. I initiated a customer support ticket when I did not receive a notification of the request. It was at this time I was informed that my account was restricted. I was informed that I must submit bank statements and a utility bill. These documents were requested and submitted multiple times. I even submitted multiple coupes of my ID for verification. Every time Golden Nugget requested these documents, they were supplied in a timely manner. Every submission was met with a new request for an additional banking statement or resend some of the same ones. When it seemed like I was finally getting to a resolution, I was asked to answer seven questions from the casino regarding their safe play check-in. This was said to be due to questions concerning my declined deposits from insufficient funds. I returned this questionnaire within the required time frame. I received an email stating that the answers were satisfactory and that my account would be reviewed to help remove any additional restrictions. The next email I was sent was concerning a DraftKings issue that arose. It was stated that this was the only problem, and if resolved, it would end the restriction on my account. This was quickly resolved, and I was led to believe that my account would be cleared and I could proceed with my withdrawal. However, I attempted to log in to my Golden Nugget account only to be still on restriction. I was given a new customer service player advocate when I filed a new customer support ticket. This new advocate once again required the same bank statements, and questionnaire, and then proceeded to stop responding to my questions pertaining to the restrictions on my account. I have not been able to gain any further headway in the matter. I have been overwhelmed for the past three months with multiple advocates insisting that I submit these documents only to be seemingly stonewalled with explanations and false promises, then neglected and left with no choice but to restart the process again. All necessary documentation upon request. As well as dates and times where information was provided through emails.

Dear lexiwitdalefty,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Nugget Online Casino PA.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do understand correctly the restriction concerns your withdrawals from the casino only?
• Do I understand correctly the deposits made to the casino were eventually subtracted from your bank account?
• If you have any relevant recent correspondence between you and the casino regarding the issue please forward the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do understand correctly the restriction concerns your withdrawals from the casino only?

No, my account is restricted altogether

Do I understand correctly the deposits made to the casino were eventually subtracted from your bank account?

Correct

I will be emailing additional information to the email.

Hi, any update on this?

Hello?

I apologize for the delayed response.

Thank you very much, lexiwitdalefty, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi lexiwitdalefty,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Golden Nugget Online Casino PA  to join the conversation and contribute to the resolution of this complaint.

Thank you for understanding and taking the initiative. I appreciate your effort in assisting me. I also welcome Golden Nugget Online Casino PA to join this conversation and help in resolving the matter.

Hi... Any updates on this??

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.

Assuming by the lack of response you didn't hear back from the casino???

Hi lexiwitdalefty,

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. 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 might 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. In the meantime, I recommend you contact the Gaming Authority (https://casino.guru/licensing-authorities/pennsylvania-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter