The player from Germany attempted to withdraw 1,000 Euros, but the process was halted as the casino required a screenshot of the deposit showing her account number. However, she made the deposit using cash which complicates providing the demanded proof. We rejected the complaint because the player didn't respond to our messages and questions.
Golden Star Casino - Player is struggling to complete a withdrawal.
Amount: €1,000
Golden Star Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
12 months ago
Translation
I requested a withdrawal of 1000 Euros, but it was denied because I was asked to send a screenshot of the deposit showing my account number. However, I made the deposit at a petrol station using cash to code.
Despite sending everything possible, I still can't proceed
Automatic translation:
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12 months ago
Dear DaniDani,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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11 months ago
Dear DaniDani,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
