Golden Star Casino - Player's account has been blocked.

I made two Deposits if 1010 and 715. I played and luckily I won . They amount went to approx 7000INR. On making a withdrawal they said I have to do kyc. On uploading all the documents they said upload it again . Thisbwas frustrating still I uploaded it again. Again this time they said you have to upload it again. I understood that they don't want to pay the money thats the reason they are wasting my time. Yesterday I tried to login but saw they have disabled my account.

This casino is absolute fraud they don't pay the withdrawal.

Without giving any specific reason they simply disabled my account. Kindly help

Dear Harsheet99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello,

I have placed a withdrawal several times but they never processed it .everytime they gave some or other excuse. I have uploaded all the required documents. My id, address proof, payment proof each and everything still they didn't processed my withdrawal.

I have not taken any bonus.

Now they have disabled my account without any clarification. Kindly help to unlock my account so atleast I can get my money back.

Hi Kristina,

I an waiting to hear from you. What Can be done in this case now?

The casino has mailed me that they have found fraud on my account. As per them I have placed safe bets like betting on red/black at the same time.

My question is, if I have done that how have I won 7000INR from my deposit of 1710INR.

I have uploaded all the required documents and after that also they were making excused that please upload the documents again. This clearly shows that the casino is a fraud and don't have the capacity to pay the winnings of the user. Now they are simply making dirty excuses of not to pay the winnings and only returning deposit amount.

Why am I going to receive only the deposit amount ?

I have played fairly and because of that I had won 7000INR .

Please contact the casino and ask them to pay the full money.

Waiting for your reply.

Thank you very much for your reply, Harsheet99. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks for your reply Kristina.

I have attached the screenshot of their communications. Kindly go through it .

My question is, if I have done safe betting and breached their anti fraud policy how have I won 7000INR from my deposit of 1710INR. It means their is a flaw in their anti fraud software.

Now they are simply making dirty excuses of not to pay the winnings and only returning deposit amount.

Why am I going to receive only the deposit amount ?

I have played fairly and because of that I had won 7000INR . Please help Kristina.

Thank you very much Harsheet99 for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Kristina.

If this casino doesn't unblocks my account that means they're fraud and they forfeit all the winnings.

Hope the casino gives me my winnings.

Hello Harsheet99.

I am sorry to hear about your troubles.

Basically, for casinos, there is no reason to restrict low-risk roulette play when the player plays without a bonus.

Imagine a situation in which you cover all the numbers + zero. Still, you will be losing every round 2.7% from your bet.

Covering most of the table is similar to betting on a single number, just opposite situation, the house edge is still the same.

I would like to invite the casino representative into the case: 

Dear casino representative, could you please explain to us what happened in this case?

Hi Matej,

First of all the casino is confused with themselves.

I uploaded all the required documents each and every document, still they said to upload it again for no reason. I re uploaded . Again after that they were cancelling my withdrawal saying to te uploaad the documents again. I again uploaded.

Now after few days they blocked my account for no reason. Firstly they said it was done for security reasons . After that they said it was blocked by administration.

They are only making excuses and nothing else. How is it possible to make 7000INR from 1715INR.

Is it possible to make by playing safe bets?

Obviously I am going to loose 2.7% each bet.

I just want my money 7000INR after that they can close my account , I have no issues. But I want my winnings.

Dear CasinoGuru Team and Harsheet99,

We have already double investigated this case and would like to shed some light on the situation. 

Our anti-fraud specialists noticed that the player bet on red+black+0 in one round, which is forbidden according to the Anti-Fraud Policy of our casino:

TERMS AND CONDITIONS (https://goldenstar-casino.com/terms-and-conditions)

Anti-fraud Policy 

(p. 2.2) ''The player is not allowed to use any strategies playing any table games, such as roulette, card games and others. The Casino reserves the right to cancel all Player's winnings using such strategies.''

(p. 2.4) "The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table (Placing bets on black/red only covers 36 of 37 possible numbers)."

Therefore, the player's account was suspended and the winnings were confiscated in accordance with our Anti-Fraud Policy, which state the following:

(p. 2.1) We use special techniques to combat fraud in order to prevent any type of financial fraud at the Casino. Any attempt of fraud will result in immediate suspension of the Gambler’s account with the right of confiscation of all the funds in favor of Сasino.

Finally, we notified the player about our investigation and action taken, and requested all the necessary data and documents for the refund of deposited funds (screenshot of the email shared with CasinoGuru team via email).

We hope for your consideration of the aforementioned details and fairness in resolving this complaint as soon as possible.

Feel free to contact us in case of any additional questions!

Regards,

Golden Star Casino team

Hi golden star casino,

I would like bring some more situations to your highlight.

When I placed the withdrawal you guys requested the documents and rejected the withdrawal.

You guys kept on asking me to upload the documents but never said that I have done fraud.

You were just wasting my time throughout.

I have placed several withdrawal requests but you guys rejected and never said this reason . Now somehow you disabled my account and giving this unbearable excuse. I had won because of my skills regarding the game .

For example: if I had won 99 bets with my skull and done 1 bet on all numbers you guys are not appreciating for that 99% but crying for that 1%.

I am a student. I have to manage all my expenses. After winning in this casino I thought I am able to pay off my accommodation expenses for the current month. But you guys blocked my account and forfeited my money. Now where am I supposed to go?

As per my knowledge I have not done anything wrong or something strategy wise. But if I have done so please forgive me.

It's my request to allow me to withdraw my winnings this time and you can block my account then. I have to pay for my accommodation .

Dear casino representative,

Could you please confirm that Harsheet99 bet only once on the red + black + 0?

Hi Matej,

They are blaming my skills on the grounds of Artificial Intelligence. We humans have only made that. It is possible that there are errors in the system because it is nowhere possible to by placing equal bets on red black and 0 and winning 7000INR.

Hope you understand this.

As per the terms and conditions of anti fraud policy of the casino, point 2.7 says the casino can close the account and transfer all the current balance to the account holder.

I request you to do this . I don't have any strategies or such.

Please try to understand I have not done anything wrong. I have won by my skills. I have to pay for my accommodation urgently.

Dear CasinoGuru Team,

First of all, we would like to draw your attention to the fact that the player accepted the terms and conditions of our casino, while registering an account.

This is not the only time a player has made such a bet.

We have shared all the necessary details and proofs of violation of the mentioned above rules via email.

Please, be so kind to check your email. 

We hope for your consideration of the aforementioned details and fairness in resolving this complaint as soon as possible.

Best Regards,

Golden Star Casino team

Hi there,

It is very shameful for such a reputed casino like golden star to lie like this. No informations has been shared with me regarding this.

I was only said that my account was blocked by the decision of the administration.

After several mails they Said I had done fraud by betting equal bets. I want the proof from the golden star casino. Please show me where have I done equal bets? I want casino guru to ask them for the proofs where it can be seen I have placed equal bets.

If by placing equal bets we can earn money then everyone would have been successful today. No one has to work.

I didnt won 7000INR from such strategies .

My question is who is the administration? Who has given the right to him to keep my money? If the casino is not capable of paying the winnings close it.

You guys have the capacity to accept the deposit, then have the guts to pay the winnings.

I do have accepted the terms while signing up and that is why I am claiming my current account balance from you guys.

As per the terms the casino can close my account and they have to transfer all the current balance to me subject to withdrawal charges. As per the terms and conditions of anti fraud policy of the casino, point 2.7 says the casino can close the account and transfer all the current balance to the account holder.

So I golden star casino to close my account and to transfer all the current balance to me .

Thank you

Dear casino representative.

You wrote in the email and the complaint that the player made one single bet on red + black + 0 and sent multiple screenshots from the same part of the terms and conditions. 

In cases where terms are breached as an isolated event that was not aimed to gain an unfair advantage, we believe it is unnecessary to follow terms strictly, but casinos should evaluate each case individually.

If the player only made one bet on red + black + zero, and this bet didn't significantly help him to complete the wagering, we believe he should be paid. However, if he used these bet(s) to complete the wagering without significant losses (make such a bet repeatedly or with a significant amount of money), we are on the side of the casino.

Dear casino representative:

Before in the complaint, you wrote that the player made only one such bet. (same info I had from email). However, later you wrote that multiple similar bets were made, so please clarify the situation.

Hi Matej,

My only question is can you make money or earn profits by placing equal bets?

You only said this that on every Bet we will lose 2.7% by placing equal bets.

Hence proved that no wagering can be completed without losses. Even if I had done safe wagering,The casino has earned 2.7% of the bet. So the casino is not in loss in any case.

What i had won was because of my skills and maybe luck.

Why am I going to lose money like this?

No strategies had been made against this casino to gain an unfair advantage.

If I had lost my deposit the casino wasn't going to return the deposit in that case.

In this case I had won almost 4.5 times of my deposit so they are returning the deposit.

If I have not done anything wrong why am I supposed to suffer like this?

Dear CasinoGuru Team,

We are sincerely sorry for such misunderstanding.

As we mentioned in a previous response, this is not the only time a player has made such a bet. 

Player repeatedly bet on red+black+0 in the same round. Therefore, the player's account was suspended and the winnings were confiscated in accordance with our Anti-Fraud Policy.

Hope, you have already seen screenshots of a few rounds, where their details and proofs of violation of the mentioned above rules are visible.

We hope for your consideration of the aforementioned details and fairness in resolving this complaint as soon as possible.

Best Regards,

Golden Star Casino team

Dear casino guru team,

Now they are saying sorry for the misunderstanding.

The only truth is they are themselves confused with the same.

At one point they are making some excuse and at the other point they are making another excuse, now they are fully trapped so they are saying sorry .

This is not accepted at all they have blocked my account on the basis of their misunderstanding for which I am not responsible.

They are talking about that I have repeatedly bet on red black 0 .

Golden star representative kindly answer this: can you make money in the stock market by placing long and short trades equally? Can you make money and earn profits? If you can do so please tell us the strategy built by you.

This is basic common sense that every round the player will lose some % of their bets if they play equally.

Moreover the golden star casino has not faced any kind of losses because of these bets. Had they faced any losses I would have not argued for the same.

Kindly take this matter on a serious note now.

IF GOLDEN STAR CASINO STILL DOESNT GIVES MY PAYOUT , I REQUEST CASINO GURU TEAM TO TAKE STRICT ACTIONS AGAINST THEM.

Dear Harsheet99,

Could you please describe your gameplay briefly? On which bet you won, and how many bets on the red + black + zero did you make?

The casino is pointing out that you made numerous these bets to clear out the wagering of the bonus - which is forbidden.

However, before the case was presented as a single bet on red + black + zero - which shouldn't affect the wagering so much.

The point here is that if the players cover the table, they know that they can lose 2,7% and not more. Ordinary playing is based on luck but covering the table is pure math.

This strategy is used to maximize the profit from a big win or to have some positive value after taking a bonus.

If your play is this case, then I am afraid the casino is right.

Hi Matej,

First of all thank you for your efforts regarding this case.

Secondly I have not claimed any bonuses on my account . No wagering was done for the bonus. There were no bonuses on my account.

The total gameplay was done on the deposit.

The bets on which I won was as under:

I placed bets on a single colour and luckily I won in roulette.

I placed bets in super sicbo game.

Luckily I was able to won in all this without any strategies and by placing only on one colour.

I had played enough games to complete my wagering and so I had won big. It's not possible to win 7000INR by placing equal bets.

I was playing ordinarily and luckily I won.

So this is the case. Hope you understand.

The casino representative promised me more evidence via email. From that I will be able to check what exactly happened.

Dear CasinoGuru Team,

We've just shared updates regarding this case with you.

Please, be so kind to check your email. 

Hope for your consideration of the aforementioned details and fairness in resolving this complaint as soon as possible.

Best Regards,

Golden Star Casino team

I request to share the details over here too. Even I should know what they have shared. Whether they have shared the correct details or not.

I guess I have this right to see the images which golden star casino has shared.

I am a user and I know the reality more clearly.

I have not claimed any bonuses so why will I play safe betting?

I ask golden star casino to explain this.

Dear Harsheet99,

Without the casino's representative permission, I can't share any evidence provided by the casino. However, I can ask you about what I saw, and you can confirm/deny the evidence in question.

Dear casino representative, I sent you additional questions via email.

Dear Casino Guru team, 

We would like to inform you, that we need a little more time to collect all the necessary information according to your last request.

As soon as we receive a response from the relevant department, we will get in touch with you.

Thank you very much for your patience and understanding.

Best regards,

Golden Star Casino team

Dear casino guru team,

Now they are asking for more time.

Please read it again.

They closed my account on the grounds of something for which they don't have any proofs currently.

On asking for proofs they are are asking for more time. This exactly means that my account was closed without any reason.

Either it was a technical error or they have done it intentionally.

Dear Harsheet99,

I understand your frustration; however, we need to see the whole log to understand the situation better. In the beginning, because of a communication error, we believed that you made only one bet (red+black+zero); therefore, we were on your side. However, now the casino sent evidence that you made multiple these bets, and we need to create a new evaluation of the case based on all the data available. 

(it is possible that, based on the data, we will find that you gained an unfair advantage - I don't know yet because I don't saw your log, but please be prepared for this option too)

Dear Matej,

I just want to know what unfair advantage had I taken.

As far as I remember you only said that by making all those bets we will lose 3.7% of each bets so why am I going to make those bets and lose my money?

I have not claimed any kind of bonuses so why am I going to wager my money like that and waste my money you only tell me this.

You are only shown what they wanted to show you.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru Team and Harsheet99,

We have double-checked the situation that happened and would like to share the result of the investigation.

Firstly, we never mentioned that the player made bets with violation to meet the wager requirement of any bonus, he played on his own funds.

Secondly, there is a fact that the player repeatedly bet on red+black+0 in the same round. Harsheet99 has made 7 out of 16 bets with violation of Anti-Fraud Policy. Screenshots with bets' details were provided to the CasinoGuru team via email earlier.

Therefore, the player's account was suspended and the winnings were confiscated in accordance with our Anti-Fraud Policy, which states the following:

TERMS AND CONDITIONS (https://goldenstar-casino.com/terms-and-conditions)

Anti-fraud Policy 

(p. 2.1) "We use special techniques to combat fraud in order to prevent any type of financial fraud at the Casino. Any attempt of fraud will result in immediate suspension of the Gambler’s account with the right of confiscation of all the funds in favor of Сasino."

(p. 2.2) ''The player is not allowed to use any strategies playing any table games, such as roulette, card games and others. The Casino reserves the right to cancel all Player's winnings using such strategies.''

(p. 2.4) "The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

low risk roulette play where the player betting equal stakes for both black/red or even/odd covering 25 or more out of 37 numbers on the table (Placing bets on black/red only covers 36 of 37 possible numbers)."

Finally, the player has already been notified a few times about our investigation and action taken and requested all the necessary data and documents for the refund of deposited funds (a screenshot of the email was already shared with CasinoGuru team via email too).

We hope for your consideration of the aforementioned details and fairness in resolving this complaint as soon as possible.

Feel free to contact us in case of any additional questions!

Best Regards,

Golden Star Casino team

Dear casino representative,

Could you please explain to me how a bet on red + black + zero could be an advantage for a player? 

This bet has the effect that if the amounts are equal - the player loses 2.7% of the bet each round. 

I understand that a bonus is a way how to clear the wagering with exactly a known loss, so it is not gambling. However, if the player decides to make such bets with his own money, I don't see why this should be considered fraud. 

I am still waiting for a game log - maybe after I check it, I will find something, but from how you describe the case, we are on the player's side.

Dear CasinoGuru Team,

We've just shared updates regarding this case with you.

Please, be so kind to check your email. 

Hope for your consideration of all aforementioned details and fairness in resolving this complaint as soon as possible.

Best Regards,

Golden Star Casino team

Dear casino representative,

I have answered your email.

Dear CasinoGuru Team and Harsheet99,

We have double-checked the situation that happened and, as an exception, decided to return all winnings.

We have just sent a new email with the requirement of all necessary data and documents for the refund of winning.

Harsheet99, please, be so kind, to check your mailbox and provide us with all required information, so we will be able to process the refund.

Feel free to contact us in case of any additional questions - we work 24/7 and will be more than happy to help you.

Best Regards,

Golden Star Casino team

Hi ,

I have mailed all the required documents and my bank details 2 days back.

Still there is no reply from you guys.

Kindly go through it and process my withdrawal.

Thanks

Dear casino representative, thank you for your decision.

Dear Harsheet99, could you please confirm that you received the winnings, and we can close the case?

No I have not received the winnings yet.

No problem, we will wait until you confirm that you received the winnings.

I have not received a single mail from the casino.

I have sent all the details a week back still there is no reply.

Maybe it is because of the holidays. Please be patient and wait a bit more.

Dear Harsheet99,

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.

Dear Harsheet99,

Is anything new in this case?

Yes I have received the money.

Thank you

Dear Harsheet99,

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,

Matej

Casino.Guru