The player from Germany had experienced difficulties withdrawing her winnings from an online casino. After depositing via paysafe and verifying her documents and account, her withdrawal request had been rejected multiple times. The casino had required additional documentation, including a PDF and a screenshot to verify her paysafe account, which had led to further delays. However, after her communication with the Complaints Team, the casino had agreed to process the payout. The player had confirmed receiving her winnings, and we had marked the complaint as resolved.
Golden Star Casino - Player faces repeated withdrawal rejections.
Amount: €2,750
Golden Star Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello, I've finally won again, but the casino is once again making it difficult for me to withdraw my earnings. Since I deposited via paysafe, they requested what felt like a thousand documents, and as far as I could, I've submitted everything. I also had to re-verify my account, which I've also completed. I won last year too, and after the initial strenuous withdrawal process, things went pretty smoothly. Now, they've rejected the documents I submitted and are asking for something else. My withdrawal has been cancelled four times now. It's frustrating and annoying to receive winnings from this casino. I need help, please 🙏🙏🙏
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1 month ago
Hello DaniDani,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Star Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello, the casino has now agreed to the payout. So everything is fine
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1 month ago
Translation
Hello, I played without a bonus. Then won and had to re-verify myself. When I had done everything, they somehow wanted a PDF from me to prove that I paid from my paysafe account, as well as a screenshot. Since I wasn't able to do this with the PDF (I have no idea what that's supposed to do and how to do it), neither the screenshot nor the confirmation email about the deposit was valid. All documents were rejected and the payout was canceled again. Now I wrote that the payment will take place, but you are taking a lot of time with it. I already won last year and my account is still the same, but I had to prove that again. It's been 36 hours since the withdrawal was canceled and I'm still waiting. In total I spent 6 hours on all the evidence and endless discussions. But last year I had a capable VIP manager who ensured quick payouts. Now someone new is in charge and not really helpful.
I'm curious how long I have to wait. I'll also give an update as soon as I get the mice. thank you for your help
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1 month ago
Translation
Hello, I have now received the payout, just after 10 p.m. it was finally time 🙃
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1 month ago
Dear DaniDani,
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,
Casino.Guru
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