Golden Star Casino - Player's Withdrawal keeps getting cancelled.

My cash out keeps being cancelled. I sent all the documents required and a pdf copy of my bank account.

Dear Denise842,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Star Casino.

I checked the screenshots you submitted and I noticed you received a notification your email to the casino couldn't be delivered.

Have you contacted casino support and inquired about how your documents should be submitted for verification and which email should be used?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi finally i contacted them by chat all my documents are approved but the selfie, they are asking for a selfie that you need to see the entire forearm and the hand that is holding and part of the hand that is taking the photo with a paper that says hi Golden Star and the current date, i cannot do that and they will never pay me. Can they obliged us to do that.

Thanks for the update.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Also, try using a tripod or let somebody take your picture instead. Let me know about the result.

Hi thank you for your response, i sent them multiple selfies and they find faults with all of them. I feel they will never approve my selfie as they are never good enough. So i will never be paid.

Hi can i send you a copy of the selfie i sent them yesterday and this selfie is not approved again, i have to mention we need a paper with the selfie saying hi golden star and the date, this had been going for a month now. It is very time consuming and aggravating

Thank you for your message. I fully understand your frustration.

Please send me your recent selfies to my email at tomas@casino.guru

Please include the feedback or any relevant communication you received from the casino as well.

I'll await your reply.

Hi no news from the casino i was thinking to ask for 150.

And see if it will pass the verification. The whole amount is 320.00. As you can see they do not approve my selfies.

Hi i tried to cashout 240. It is cancelled. Do you think the selfies i sent you were good enough for you, i am completely at lost what to do next, can you give them a little push. Thanks

I am sorry but I haven't received the information from you. I sent you an email from tomas@casino.guru just now to an email you registered with on our website. Please send me your reply so we may assist you further.

I sent you an email with all the infos but i sent it to toma and not tomas, so i hope you will receive those emails now.

Thanks again

Denise Sauve

Thank you very much, Denise842, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Denise842,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, based on the emails you sent to us, I've noticed the casino live chat provided you with the specification that the paper, where you write, needs to be striped or squared (not clean white paper), so it could be the problem and the reason to reject your last selfies.

Dear GoldenStar Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Denise842 and Casinoguru Team,

Firstly, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience this may have caused the customer. At Goldenstar Casino, our priority is to ensure the safety and security of our players, and that's why our verification processes are stringent.

The withdrawal was not successful due to the submitted selfie not meeting our verification criteria, specifically in terms of clarity and the required format for the identity document presentation. The selfie must clearly show:

- The face of the player.

- The player's hand holding both the identity document and a piece of striped or squared paper. This paper should have a written sign stating "Hello Goldenstar Casino" and the current date.

- The information on the identity document must be visible and readable.

- The player's hand should be visible to ascertain authenticity.

To address the complaint, the selfie provided needs to be clear and of good quality. The primary reason behind this is to ensure that the details on the identity document are readable, and it's genuine. The ones received so far were not clear enough to proceed with the verification.

Denise842, we understand this might be frustrating, but we'd recommend taking the selfie in a well-lit room or outdoor during the day, ensuring that the camera is stable. If the camera on your phone isn't producing a clear image, perhaps trying another device might help.

We genuinely want to help and expedite this process for you. Once you submit a selfie adhering to the above requirements, we'll prioritize your verification.

Thank you for your patience and understanding.

Best regards,

Goldenstar Casino Team

Please see my response i really feel that their response is not adequate, they are overly cautious.

We have received an additional comment from the player via email:

Finally my cash out is approved (ouf) thanks to both of you.

Dear Denise842, please let us know when you will receive the payment from the casino.

Hi it is already in my account, thanks again.

Dear Denise842,

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,

Natalia

Casino.Guru