The player from Sweden is highly dissatisfied with the withdrawal process and customer service.
Golden Reels Casino - Player is dissatisfied with withdrawal process.
Amount: €4,500
Golden Reels Casino
Safety Index:Below averageSafety 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.
5.2
Golden Reels Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
Public
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4 years ago
Translation
Never deposit money on this site.
They will not let you withdraw your money but wait until you have hopefully lost everything.
Never respond to emails and in live support you can only talk to a robot.
Saying that you are a priority but never get any answers to their questions.
Avoid!
Automatic translation:
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4 years ago
Dear Banders,
Thank you very much for submitting your complaint and sharing your experience. I’m sorry to hear about your problem, but I’m afraid, I will need more information. Please could you elaborate? Why you didn’t succeed to withdraw the winnings? Was it lack of payment providers available in your geolocation or a lengthy account verification? Are there any funds being held by the casino? 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
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4 years ago
Dear Banders,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
They do not claim to be able to accept withdrawals to players from Sweden. There is no worry whatsoever about making a deposit with them but getting the money out is impossible.
I have tried everything, have had contact with a guy via e-mail but none of them work there who are willing to help me.
Want to warn others not to be exposed to the same scam.
Edited
Automatic translation:
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4 years ago
Thank you very much Banders for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Banders.
I am very sorry to hear about your situation. We will now try to get in touch with the casino.
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4 years ago
Hello!
We don’t accept players from Sweden.
This is stated in the rules of the casino.
The player registered and played at his own risk, it was lucky that the deposit passed.
We’ve proposed a solution that the player himself refused.
Support was always in touch.
Payment options for BTC were also offered, but when player refused, he received a refund and on May 19th, confirmed the receipt of money (2000$) then 1300$ was paid too.
Also, today the player made a deposit, used the bonus, and continued to play.
We believe customer's claim that we are "scam" is defamatory and should be revised
And customer's continuation of using the services is the best proof of this.
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4 years ago
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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4 years ago
Translation
Hi, you can delete this case.
I finally came in contact with a guy named Erik who helped me.
He should be rewarded with a raise.
The other people at their customer service have a little to work on, so to speak.
But as I said, you can close this case now that Erik has helped me.
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