Golden Park Casino ES - Player's withdrawal is delayed.

Hello!

I registered at Golden Park Casino ES a few days ago. After playing live roulette and roulette games, I made several deposits totalling €1500.

After a winning streak, I managed to accumulate €6068.60, which I would like to withdraw to my bank account.

Making a deposit was easy; I just needed to provide a photo of both sides of my ID. However, when I attempted to withdraw my winnings, my account wouldn't allow it, and I was asked to provide:

• A photo of both sides of the two cards I used to make the deposits.
• A selfie with my ID to verify my identity.
• A utility bill to verify my address.
• A bill from the mobile phone associated with the account.

I sent everything they requested, and all of my documents have now been accepted. Even though the customer service team handled our interactions impeccably, they informed me that I would receive communication regarding my request, either via a ticket or email, within 24/48 hours.

I'm quite apprehensive that they might withhold my winnings, as I've come across a few negative reviews about this operator. To be honest, I hope those reviews are false, considering the good service I received from their customer service team.

If I don't receive any communication within 48 hours, will Casino Guru be able to assist me with my case?

Thank you very much.

Dear tintin191988,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

Hello Petronela, nice to greet you.

On Friday night I requested to be able to withdraw because they did not allow it, I have the transcripts with customer service in which they tell me that between 24 and 48 hours they will contact me via support ticket or email to inform me. They approved all the documents, but I assume it will be in the corresponding department as you indicate to verify my identity further.

The good thing is that I still have access to the platform without problem and I have been able to continue playing, in fact I am attaching screenshots since my balance in Golden Park ES now amounts to €10,081.10.

I am not going to play roulette anymore for now to wait for news from Golden Park and find out if I can withdraw my total winnings or part of my winnings, since I love the usability of the platform and it also has sports betting, where I would like to bet on the future.

Greetings!

Hello again!

In the end I went in today to look at some sports betting, but I ended up at roulette again and I got a multiplier! Now I am afraid that with the current amount they will never verify my account so as not to transfer it to me, but I will trust Goldenpark ES and its legality. I will continue waiting.

Thank you.

I fully understand your frustration, tintin191988. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello! Golden Park ES contacted me and I am now fully verified and have been able to withdraw my winnings.

Thank you very much for your help always.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tintin191988, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru