The player from Thuringia has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Golden Star Casino - Player’s winnings haven’t been received yet.
Amount: €3,000
Golden Star Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.9
Golden Star Casino has a Safety Index of 6.9, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
According to casino terms and conditions, withdrawals are processed within 24 hours. I'm in the chats every hour...the staff reply with ready-made answers.....my withdrawal is being processed....i should be patient....should wait for email from the finance department...my account has been verified since, i don't understand what the problem is . I don't have a good feeling about this casino, that's why I'm looking for help from you guys. Many Thanks
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2 years ago
Dear diseydel68,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Hello , it has now been almost 75 hours since my withdrawal request. The status is still "pending", so nothing is processed yet. I am in touch with the staff there several times a day. But my questions are not answered properly, there are always ready-made texts as an answer. My complaint with the support was not answered either! This morning I asked for the chat log (by email) unfortunately no answer either. Somehow the casino seems very dubious to me. Please help me ,
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2 years ago
Translation
Hello I would like to inform you that I have received the money
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2 years ago
Awesome news, diseydel68. 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.
