HomeComplaintsGolden Star Casino - Player is struggling to withdraw his winnings due to incomplete KYC verification.

Golden Star Casino - Player is struggling to withdraw his winnings due to incomplete KYC verification.

Amount: €400

Golden Star Casino
Safety Index:Above average
Submitted: 14 Oct 2020 | Case closed : 29 Oct 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Switzerland is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

It's a mess that nobody speaks German with support. I have 400 euros that I want to pay out, but it doesn't work

Automatic translation:
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4 years ago

Additional comments from the player:


"I have sent my documents by email because I have no other option but that is not accepted I think that is a sauerai that is done on purpose, the man continues to play."

Edited by a Casino Guru admin
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4 years ago

Dear Adam,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have created an account with the Golden Star Casino and inside I was able to upload personal documents (please see below).

file

file

Please understand, without verifying your account, you won’t be entitled for any withdrawals. Let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

 

Edited by a Casino Guru admin
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4 years ago

Dear Adam,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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