HomeComplaintsGolden Star Casino - Player is experiencing difficulties with a withdrawal.

Golden Star Casino - Player is experiencing difficulties with a withdrawal.

Amount: 33,000 Kč

Golden Star Casino
Safety Index:Above average
Submitted: 18 May 2020 | Case closed : 05 Jun 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Czech Republic has requested two withdrawals but hasn't received his money yet. We ended up rejecting the complaint because the player stopped responding to our messages and questions.

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4 years ago
Translation

On May 4, 2020 I was approved the amount of 33,000, - and to this day the amount has not been credited to me and the casino promised me that the amount will be credited no later than May 1, 20.2020, I currently record another approved amount from May 12, 2020 to 25,000

Thank you

Automatic translation:
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4 years ago

Dear Jiri1975,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please provide me with more information and details regarding this matter? Did you complete KYC (Know Your Customer) process in the past? I’m sure you understand that without having your account verified by the casino, you won’t be able to receive any withdrawals. Also, did you contact the casino regarding this issue? Please forward any relevant communication to: kristina.s@casino.guru or you can post it in your next reply.

I will try my best and I hope I will be able to help you as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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4 years ago
Translation

I sent all the documents to the required email according to the instructions.

I am waiting for further instructions.

Jiri1975


Edited
Automatic translation:
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4 years ago

Thank you very much Jiri1975 for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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

Hi Jiri,

I looked at your complaint and emails and understand the situation. I will contact the casino and see what can be done.

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4 years ago
Translation

Hello, the selection of 33,000 was not sent to my account by the casino, but it returned them to my game, I solve the selection of 25,000, -

Edited
Automatic translation:
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4 years ago

Thanks for the update, please let me know if the withdrawal was successful.

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4 years ago

Hello Jiri,

Has there been any progress?

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4 years ago

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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