The player from Spain had won €3500 at Goldenpark but faced issues withdrawing the winnings despite having successfully withdrawn funds in the past. After submitting a bill for address confirmation, the withdrawal remained pending, with no response from the verification department. The player had since accumulated an additional €5500. The issue was resolved after the player's account and payment methods were verified, and the necessary documentation was accepted, allowing the player to proceed with the withdrawal.
Golden Park Casino ES - Player's withdrawal is delayed.
Amount: €5,500
Golden Park Casino ES
Safety Index:HighSafety Index
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8.6
Golden Park Casino ES has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello, I have been betting and withdrawing at Goldenpark without any issues until 3 days ago. I won €3500 on a slot machine, and when I went to withdraw, they asked for a bill to confirm my address and another for my phone. I repeat, until I won this prize, my account was verified and I could withdraw without problems. I sent the bill, it was approved, but I still can't withdraw. They tell me it's with the verification department. I open inquiries, and they get closed without a response. I have continued playing and have accumulated about €5500.
Automatic translation:
Public
Public
4 months ago
Dear piki917,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Did you submit any identity documents for verification in the past already?
When was the last time you communicated with customer support and what was the topic of your conversation?
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,
Veronika
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 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
4 months ago
Translation
All payment methods and identity were verified. The account was verified since I have made multiple withdrawals. The strange thing was that on the same day that I won so much money they asked me for extra documentation. On Thursday I sent the phone bill in which the certificate of residence was approved but they have not yet verified it with the phone. All the data appears on that bill, so they should have verified it at the same time. I have spoken more than 4 times through the chat and a girl told me that my account would be verified yesterday at the latest. I spoke yesterday because 48 hours had already passed and another girl told me that the verification department does not work until Monday. I can wait, but the strange thing was that when I have so much money they suddenly ask me for more documents, when I am fed up with withdrawing money without problems. Thank you.
Automatic translation:
Public
Public
4 months ago
Dear piki917,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
