The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Golden Star Casino - Player’s struggling to complete account verification.
Amount: €1,400
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 year ago
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1 year ago
Translation
Played with a bonus. And also met all wagering requirements. I uploaded ALL documents multiple times!!! But in the chat there were always new excuses!!! I should upload a PASSPORT. but I only have a normal ID card,... umpteen times I was told in the chat that I should upload a selfie, I did it, and each time they said I should upload a selfie. This stinks of cheating. In the chat I was always told that everything was fine now.. which of course wasn't.
" Unfortunately, your selfie has not been verified. The hand should be more visible, the leaf should be in a cell or ruler. "
excuses like that always come. I wrote in the chat that you can see my hand. I held my ID card and a piece of paper in my hand that said: Hello goldenstar casino and the date... I took the photo with the other hand... Unusual
Automatic translation:
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1 year ago
Dear jrewing,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
I complied with their demands... but nothing happened. just new excuses. I have fulfilled everything they asked for. After each new request, they still want to have conditions from me! although I have fulfilled everything. Sounds like a stalling tactic
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1 year ago
Awesome news, jrewing. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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