The player from Germany is experiencing difficulties withdrawing his funds due to limited availability of payment methods. Player’s complaint has been resolved successfully.
Golden Star Casino - Player’s struggling to withdraw his winnings.
Amount: €290
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
3 years ago
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3 years ago
Translation
on Oct 12, 2020, 11:00 I deposited € 10 by Visa on Oct 12, 2020, 11:57 I tried to withdraw but could not select the visa method so I requested a withdrawal via BTC, which was revoked with the reason I should choose a payout with the deposit method, which doesn't work because I don't see the method, so I contacted support. They said to me: "Mariusz, I understand, but in order to make a successful payout, we recommend that you use the Make the minimum deposit again with your card 43 **** **** 0415. Don't worry, you don't have to play the stake x3 times.
If it doesn't help again, I will forward your problem to the appropriate department. "So on Oct 13, 2020, 6:01 pm I deposited another € 10 with my visa, and in the meantime played BOD more and more, but that problem persisted I still couldn't see the Visa withdrawal method, so again contacted support that I still couldn't see Visa, "I passed this information on to the finance department. You can make a withdrawal request.
All withdrawal requests are processed in queue order. It takes up to 24 hours to verify your withdrawal, but it's usually faster. Then it depends on the payment system you have chosen. Don't worry, if there are any problems, we will contact you by e-mail. "So I requested a payment via BTC, but this was canceled after 5 minutes for the reason" Hello, mariusz bednarek.
Your request for a withdrawal of 300 EUR has been canceled.
Wagering Requirements Not Met.
Reason: "Minimal Wagering Requirements to your deposit are not met." "Although I was told I don't have to dare, so I wrote to support again, what should I get," I forwarded the information to the finance department again. Excuse the circumstances. We ask you to submit a new withdrawal request. We will notify you by e-mail if there are any problems. "As a message, I applied for a new payout, but on October 14th I received another email that my payout was canceled because of 3x wager, because I didn't feel like waiting anymore € gambled which would correspond to 10x3, new payment requested and now I'm waiting, on 13 Oct 2020, 18:14 I requested the payment which was repeatedly canceled until 19 Oct 2020, 12:50 since then nothing has happened any more whenever I support Contacter I am told to wait
Automatic translation:
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3 years ago
Dear Mariusz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise which payment method you have used to deposit funds into your account?
We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward all the relevant communication to petronela.k@casino.guru?
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,
Petronela
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3 years ago
Translation
as already written "on 12 Oct 2020, 11:00 I have 10 € by Visa" so with Visa (credit card)
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3 years ago
Thank you very much, Mariusz, for your reply. Could you please forward any relevant communication too? I would like to have the originals of emails before we’ll contact the casino.
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3 years ago
Translation
After I sent this complaint to the casino, they were able to pay out like a miracle, thank you, the case can now be closed
Edited
Automatic translation:
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Mariusz, for your confirmation and please 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.
Best regards,
Petronela
Casino.Guru
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