The player from Australia had requested a withdrawal two weeks prior and was promised the funds that week, but nothing had happened. Despite having verified documents a month earlier, additional verification was requested, and the payment still had not been processed. We had confirmed the player's KYC verification and noted previous successful withdrawals. The payment was eventually processed on July 9, and the player received the winnings after a brief delay. The complaint was marked as resolved.
Golden Pokies Casino - Player's withdrawal has been delayed.
Amount: A$4,950
Golden Pokies Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.6
Golden Pokies Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
5 months ago
i was promised that I will get this week
come that week nothing happened
also I had been asked to verify documents which I already did a month ago
my payment has not been processed
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Public
5 months ago
Dear matonga,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
5 months ago
Yes was paid with before. But it has been a struggle to get my money back, I still remember the other time they blamed their system for returning funds. Anything between 4000-5000 not easy to get money.
verification was completed on KYC.
I had another KYC completed in April and May. This was not from active bonuses
Sensitive attachment
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5 months ago
I got response after 5 days
no one responded to my email
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5 months ago
They reduced my maximum bet to 50c in golden pokies and their sister company house of pokies.
they frustrated with my winning despite their long wagering system
I think it’s good outcome
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5 months ago
From the email you shared with us here, it seems that your payment was processed on 9 July. As you probably know, usually, we recommend players wait up to 14 days for their winnings to appear in their bank account. If you do not receive the payment by July 23, kindly let me know and we will continue with the investigation. Thank you for your patience and understanding.
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5 months ago
Dear matonga,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
