Golden Pokies Casino - Player’s struggling to receive his winnings due to unfinished KYC verification.

I actually won $3000 had a small bonus, which was quickly completed and over-run as I played for a long time. So there is no bonus not completed issue. Times wagered etc. I have been trying to withdraw $1800 for at least 7 days, possibly longer. They keep asking me for ID. I have submitted all the right ID articles. So I had a chat with them in a chat window on the site and they said no worries, I had to wait 5 days. It's been pending for over 7 days. I gambled away $1200 hoping that they would pay out on a smaller amount, as I read bad reviews about them, unfortunately, after I had won money there. Now they keep asking for a selfie with me holding each and every document requested. Disgusting and degrading. I have done this several times. Today, they asked me all over again, via email to submit selfies with my ID. No other casino does this and it's incredibly hard doing a selfie and showing.a clear document at the same time. Horrible business. I can kiss that $1800 goodbye. Doesn't matter what I say to them they just ask for this ridiculous form of ID, even though they have clear, standard regular ID that all other casinos I have played, accept with grace. I wonder if they ever pay out to anybody ever? Meanwhile, new suckers come along every day to their illegal, unlicensed casino. Luckily I only spent about $60 I think to win the big amount..jilly

Dear Jill,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I can only imagine how frustrating it might be for you, but it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process.

Did the casino mention any specific problem with your documents? Additionally, before we move forward with this complaint, please, send any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here).

I hope, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

No, they just keep asking for ID to avoid "fraud". This is what they said in the email I received 5 hours ago.

"Hello Jill,

We would like to inform you that we have received your documents and our Risk/Fraud Department has completed a review of your account.

Your account was flagged by our system for additional verification. Therefore, we would like you to submit the following documents:

• A photo of you holding the back of your card ending in 8675

For your own safety, please cover the middle eight digits of the card number and the 3-digit CVV/CVC code on the back of the card.

Best regards,

Documents Team

So, to start with...they are just asking for a photo of the back of the card, then they go on to say cover the 8 digits of the card (meaning the front) which they don't ask for anyway this time around. They can't even get their story straight.

and...the other email...(two in one day) 9 hours ago (I already sent these documents/pics several days ago)

"Hello jill, Your account was flagged by our system for additional verification. Therefore, we would like you to upload the following by selecting the ‘Documents’ section from ‘My account’. • A photo of you holding your ID • A photo of you holding your proof of address • A photo of you holding the front of the cards you used in our casino. • A photo of you holding the back of the cards you used in our casino. For your own safety, please cover the middle eight digits of the card number and the 3-digit CVV/CVC code on the back of the card. Best regards, The Golden Pokies Payments Team.

I have done all that they asked (above) and of course the original standard upload at the start, of requested documents. Card front and back, a utility bill etc. So, I have sent ID to them 3 times now I think?..thanks for your reply and concern Kristina.. jilly

And this is their first email after I decided to withdraw money. Saturday 12th December 2020.

"Hello jill, Congratulations on your win and we hope that many more will follow. Due to a standard procedure, before we process your withdrawal, we will need to verify your account. This is done to ensure that we comply to regulation and the right person receives the requested funds. Therefore, we kindly ask you to send clear photos of the following documents: • ID - A copy of a valid photo ID, such as your national ID, passport or driver's license. All 4 corners of the document, your name, your photo, date of birth and expiry date must be visible. • Proof of Address - A letter in your name, such as a utility bill or bank/card statement, dated within the last 3 months. Your name, your address, the sender's logo/name, and a date must be visible. • Credit/Debit card(s) – If used in our casino. Both sides of the card(s) are required for verification. All 4 corners of the card(s), the first 6 and the last 4 digits of the card(s) number, your name and the expiry date must be visible. For your own safety, please cover the remaining digits of the card(s) number and the 3-digit CVV/CVC code on the back of the card(s). Photos taken with your mobile camera, tablet or laptop are acceptable as proof. Simply attach the photos as a reply to this email, or upload them on your own by selecting the ‘Documents’ section from ‘My account’. Before sending them over, ensure the images you have taken meet the criteria above to avoid any delays with the verification process. Please note that your pending withdrawal is subject to cancellation and all funds returned to your Golden Pokies account if the requested documents do not reach us within 48 hours. If you should have any questions regarding the verification process, or any other inquiries, you can contact us by email, phone or live chat 24/7. We’re always happy to help! Thank you in advance for your cooperation! Best regards, The Golden Pokies Payments Team This is an automated email. Please disregard this message if you have already validated your account.

Hello again, this morning I uploaded all my documents again to Golden Pokies (4th time). Went online and logged in. The $1800 was back in my casino account. So I went to withdraw it, for the 3rd time as they keep putting it back into my 'playing' account. When I went to withdraw, an error message came up saying "invalid card". So I started a chat window and the conversation was a Catch 22. "Make a withdrawal and we will process it". Sorry, I cant as you say the card is invalid etc..and so on. So that's it. I would give Golden Pokies a 10 out of 10 for fraud. They are beyond bad news. Unlicensed. I shall probably fill in a cybercrime report with Australian agencies and see where that leads..

Thank you very much Jill for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you...I just went to the Goldenpokies website. There is the $1800 just sitting in my account. Their account really I guess. Anyway, all the other documents I uploaded are on the approved list. So I just had yet another go at uploading back and front of my card, this time, directly on their website. Very clear photos..and shall let you know if anything positive comes out of that. I did not withdraw this time. Just trying to get the card approved. So if they approve my card this time around, maybe it will happen. Probably not, I don't trust them. Thanks so much for your interest, support and help jilly

Hello Jill!

I will take care of your complaint. I am very delighted to acknowledge that the progress of your issue is already moving in a positive way.

Could you please let us know, whether your card will or will not get approved? Also, if you proceed to make withdrawal request, please let us know of the outcome.

Hello Martin, thanks for your message. I just opened a chat window in GP casino and asked about my debit card approval. So she asked for a screen shot of the error message. So I went to withdraw, yet again...as I couldn't do it yesterday it said "not approved" the card. But this time it said 'successful withdrawal'. I also lowered the amount to $600.00 with this withdrawal. So, the cards are still not approved according to their website and we shall see what occurs this time around. I saw a gamblers chat blog page. Forget the name of it now, must find it again. But there, there were about 5 or messages from other people who couldnt withdraw from this casino. One person had put $2000 into it. All had similar experiences to me. Being messed around with ID...not really holding out much hope. And I certainly won't be depositing at this casino ever again...jilly

Hello Jill!

I am sorry to hear that. Since, there is no positive outcome of your verification, I will now proceed to invite Golden Pokies Casino representatives to this case to help us resolve it.

Please note, that due to the Christmas holidays, the response from the casino may take some time.

still waiting for verification Martin...thanks. Good luck !! and happy christmas ... jilly

Hi again Martin, Golden Pokies finally "approved" all my ID several days ago. I had made two withdrawals. Adding up to $917.00. Today, the 26th December, the money was back in my casino account. The only email I have had from them was their standard automatic email regarding the withdrawals. Congrats etc. At least they have approved the ID, but I suppose it means nothing if they continue to reject withdrawals by returning them to my 'playing' account. Time will tell..cheers jilly

We would like to ask Golden Pokies 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.