Golden Park Casino ES - The player struggles to withdraw his winnings.

Good morning.

After years with my account, making deposits and withdrawals without problem, when I win an amount of 2,700 euros, I first withdraw 1,000, then 1,000, and then 700, I get 1,700 with all withdrawals approved. Suddenly they close my account and ask me for a lot of documentation.

they refuse to give me the money which is approved like so many others, and on top of that they block my account

I have sent them a bank receipt and the charges made to my account by bizum.

They ask me for a telephone bill which is not in my name since in this house all bills are jointly in my wife's name. I don't know what else they want.

It is clear that when you win something decent they do not want to pay.

Hello Ivan444,

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

When was the last time you processed a withdrawal? When was the last time you had to verify some documents? Did you change or used any new payment method since your last withdrawal?

Please note that some casino can do checks multiple time during year to assure that the account is still used by the same person or in case of any update of personal information. Be sure to provide them all the documents they requested.

Looking forward to your answer.

Regards,

Nick

Good morning.

I have made withdrawals on the same day today without any problem, they have reached my account, and one has not suddenly blocked my account.

I haven't used any new method. I have made withdrawals during this week without problem. They have sent me an approved withdrawal confirmation message and suddenly they have canceled it.

Well I send documentation, card from at least 1 year ago, it was canceled 5 months ago due to loss, I find a photo I send it to you and it is not valid. I don't know, I already take it for granted that I'm going to be left without my 1000 euros, but why with the rest? I don't understand anything like that because those 1000 implied winning more than what I deposited? Well, surely because when you win something the concept that they put is trade refund

After sending everything they send me and all the documentation I'm still waiting for my account to be unlocked.

Well between all this my account and my wife's closed with no possibility of reopening.

They are going to make a readjustment of my balance, that means that they keep it, right?

Hello Ivan444,

In such cases, the casino usually refunds the last deposit. Could you please advise if the casino explain the reason of the closure?

Also as it is a new information that you and your wife played in the casino too I would have some additional question.

Did you and your wife use the same payment method? Did you both claim bonuses? Did both of you played any of the casino games together?

The bank account is obviously the same, we never claim any type of bonus, according to them, because I used the same payment method to close the account, I have already sent ownership and the cards are also in the name of both of us.

together we have never played it is true that sometimes we shared devices to play computer I mean.

They have already told me that they keep the money. It is to win something and problems already.

Hello Ivan444,

It is a quite complicated case due using the same payment method. As long as it is owner by both of you and you are both able to verify your identity there shouldn't be a problem playing in the casino. However I understand the casino's point of view as many doesn't even allow multiple accounts within 1 household. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Ivan444,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Golden Park Casino to the conversation to participate in the resolution of this complaint.

Well, they have already told me for using the same fraud payment method, although I have sent them the ownership of the account in the name of both of them, they do not care. After months without using the same payment method as soon as I earn something decent there is a problem, where the casino no longer has very good opinions, it leaves a lot to be desired.

We would like to ask Golden Park 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Ivan444,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Gaming Authority (https://www.ordenacionjuego.es/es/reclamaciones), follow the steps, and submit a complaint to them. The licensing authority has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter