Golden Park Casino ES - Player's withdrawal has been delayed.

I've had my account for about 6 years and I play quite a bit, though only with small amounts. This week, I deposited and withdrew money, but today something unexpected happened. I deposited 10 euros and received a bonus. I continued playing, but eventually noticed that I couldn't withdraw my funds. I reached out to customer service via chat. They explained that the bonus was 20 euros and that I needed to wager about 1400 euros to withdraw. I asked how that was possible if the bonus was only 20 euros, and they confirmed it. I told them it seemed like a rip-off, and the representative blocked me in the chat. That's when the problems started. They told me I needed to verify my account to withdraw the 110 euros. I explained that my account was already verified, as I deposit and withdraw money regularly. They started making excuses, saying my country's ID wasn't valid, asking for a driving license, a Bizum receipt, and screenshots of an old, deactivated card—among many other things. The representative was quite unpleasant, and I would go so far as to say a bit arrogant. I asked for her colleague's name because I felt the treatment I received was like I was a debtor or a scammer, which seemed neither normal nor appropriate. She hung up because, according to her, I raised my voice when I was already fed up with what felt like ridiculous accusations—as if I had robbed a bank in Spain. Interestingly, they don't require any verification to receive deposits, but they do for withdrawals. I sent all the documents, spoke with another representative who said everything was fine, yet when it came to withdrawing, they verified all the documents except one and I still can't withdraw my money. I sent all the documents at the same time, but they verified all except one just to avoid paying out. How can I find out the name of the representative so I can file a complaint?

Hello Elenush13,

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

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Regarding the name of the representative - I hardly doubt that they would share their name and even if, it would be probably a fake name.

Looking forward to your answer.

Regards,

Nick

The whole process started yesterday morning. As always, I deposited and realized that they gave me a bonus of 20 euros. I started playing, I saw that it was not unlocked and I could not withdraw and I contacted via chat. She explained to me that I have to play about 1446 euros more to unlock the bonus. She cost me an outrageous amount and I said what a rip-off, that was when she blocked me in the chat because I no longer saw the icon or found the conversation, it continues to this day without the icon appearing. I continued playing and had about 800 euros and suddenly, I don't know what happened, the balance went to 110 and I assumed that the bonus was already unlocked and I could withdraw. When I saw that I could not withdraw or contact via chat, I called. She began to tell me that they needed documentation and I told her what documentation if a few days before I deposited, won and withdrew money, what has changed now? And she started with the ID she wanted a passport, I explained that I am European, I do not have a passport because I do not need it, all this I was upset and she putting obstacles. Alnrinl I sent the driving license something from bizum and they asked me for a card that I explained that I do not have because it is canceled and does not appear in the application at all. He did not give me a solution while I was getting more anxious because I did not understand why they treat me as if I were going to rob a bank and that for 100 euros? Because today I dared to say what a robbery and block me, what a coincidence right? I was waiting they call me a few hours later asking if the documents are not valid I was already upset because he did not let me speak or ask, he just acted cocky and yelled at me more. That is why I want to make a complaint, I am upset about my money and because you are questioning me as if you were a police officer or something but you work there I do not see that normal attitude, on top of that yelling and hanging up on me. I relax, call again, give him the documents again and ask if they are there in 24 hours. I called the last time today and they told me that they are not there, that they are from 24 hours 48, on the page it says 24 hours. Anyway, let's see what happens tomorrow.

I suppose there are some people in charge of customer service or some department where I can file a complaint.

I called again and finally I was able to withdraw. Now I have to wait for the money and delete the account. No player deserves these experiences. Thank you.

Dear Elenush13, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

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Thank you so much for your time. 

Best regards, 

Casino.Guru