GoldenAxeCasino - Player’s struggling to complete KYC verification.

I have submitted all possible documents for ID purpose in order to attempt to complete my withdrawal, however they keep saying it is incomplete and I should send a bank statement with Iban and swift, I have checked my statements and they do not print out these details, so have copied them from my online banking app instead.

I doubt I will receive this withdrawal as I won 970 euro previous but they cancelled it saying I had bet 30% more than allowed ie on free spins

Dear Sim,

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. I would suggest contacting the casino and find out which documents are needed and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

They say I am verified now, my winnings stand now at around 1160 euros, so have cashed this out and awaiting it to go into my account

Thank you very much for the update. I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please let me know when the winnings will reach you. Thank you in advance.

I'm not convinced I will receive it, as they voided my winnings earlier in the month, as they said I bet x30 above the allowed stake, I casout out these winnings originally at around 550, therefore forfeited my bonus funds, which wasn't a problem. But because the withdrawal process and verification was taking so long I decided to go back in and play on, it now stands at the 1180ish euro I have submitted for withdrawal

here is the email

Thank you, Sim, for the update. Please keep in mind that even if a withdrawal has been submitted successfully, it doesn’t mean that it has been confirmed and will be processed. It’s just a first stage. If the amount is still showing in your active balance, I would suggest to be careful and not to play it because that would, by all mean, lead to lose your winnings.

I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please let me know when the winnings will reach you.

They have informed me today they are paying me 600 euro after reviewing the bonus terms, this is not the 1180 euro I requested

here is the email, I am still waiting for payment

Thank you very much, Sim, for the update. I have checked general bonus terms and conditions, and this is what I found https://www.goldenaxecasino.com/bonus-terms-conditions/?desktop=true&isPopup=true&lang=en#:

"After the receipt of a bonus you will be limited to cashing out twenty (20) times the applicable deposit made by you until your balance reaches zero (0)."

Could you please specify how much was your original deposit when you’ve activated bonus? 

Yes it was 30 euro

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

I will leave this complaint opened until your further confirmation regarding successful withdrawal of €600. Please let me know when the winnings will reach you.

Will do, they informed me it was paid or released on Friday, as of yet it hasn't reached my account, don't know their procedures

Having thought about all this I cancelled my original winnings at 465 and forfeited my bonus and played on, taking the risk of losing it all. Decided to cash it out at 1180

Do I understand it correctly that you have cancelled your bonus in the middle of completing wagering requirements? Have you done it through a live chat? Could you please send me any supporting evidence that the bonus has been revoked? Ideally, forward your game history. 

I played through my wagering and completed it so I could collect my winnings, then on cashing out it said I could withdraw the stake minus the bonus that had been credited on deposit, I can not see an email that reflects this

Could you please advise how you have cancelled your bonus? Was it inside the account or via live chat? Isn’t it visible in your bonus history? 

I had just completed my wagering requirements, so I cashed out my winnings, on cashing out it deducted my bonus that had been given automatically around 15 euros

In general bonus terms is written: "Players are not able to withdraw bonus funds and should consider these funds to be solely virtual."

It means that rewarded bonus will be deducted from requested withdrawal at the end.

I hope I helped explaining it. I will now wait for your confirmation regarding successful withdrawal. Please keep me updated.  

Will do they said it was paid to me on Friday, so depends on the method, but tomorrow is 7 working days in my book

I will leave this complaint opened until your further confirmation regarding successful withdrawal. Please let me know when the winnings will reach you. I'm setting the timer for Thursday.

respose today

7th business day has begun, still nothing from them in my account... Let's see what happens. The second withdrawal they mentioned is for 466 euro which was withdrawn on Friday, so still on the timescale they set out. Altogether they owe me 1066 euro

here refusing to pay out my second withdrawal, this is for 466 euros

I placed 20 euro with bonus attached but played through, just the same as my previous request!

Please forward your cashier history to petronela.k@casino.guru. 

Sent it to you, still no payment and there doesn't seem to be a record of my latest declined withdrawal of 466, unless I missed it when quickly looking

I have just received the 600 euro (£527) from them

There is a canceled withdrawal of €465 from 25th of September, I don't see any other for the amount mentioned above (€466). Why the casino refuses to pay it, as you've stated?

I asked the question why it's not showing, do you want access to my account to check it?

The cancelled withdrawal you see for 465 is how I won the 1170 because I decided to play on and got my winnings to that amount, for them to only pay the 600

We found out why you’ve been paid €600 only.

As I’m not allowed to enter anyone’s account, you should ask the casino why your €466 has been denied and how do you know it’s been denied if it’s not listed in your cashier history? You stated that you have asked already. What was the answer? 

They told me it was irregular play as I bought a feature for 36 euro on fruit bat crazy, but that is what I have been doing all along.

They told me to refresh the page or try logging in on a different device, as they could see it rejected from there side

I have checked general terms and conditions, and this is what I found https://www.goldenaxecasino.com/general-terms-conditions/?lang=en:

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

. "Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button.

. In cases where a bonus was received, additional betting rules may apply as defined by the General Bonus Terms & Conditions and Terms & Conditions of the specific bonus."

Are you aware of placing single bet greater than 30% of your last deposit? If your last deposit was €20 then the maximum allowed bet must have been lower than €6. 

I don't know if your familiar with the fruit bat crazy game, but you can buy spins ( feature) which I did for 36 euro

Could you please specify how many spins were included in that feature?

20 spins

Thank you very much, Sim, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Sim3251.

In case of bonus features if they are not explicitelly mention in casino terms we consider the value of them as cash prize/number of spins. So in your case €1.8 each spin.

Hovever, we need a confirmation from casino side that this caused a problem.

Please, GoldenAxeCasino representatives could you check this case and explain to us what happened and what coused the problem?

These people still not responded!

I am trying to find some alternative contact...

Our opinion on your case is that the casino unfairly applied the 30% rule. In their terms and conditions, there is not specifically mention that it is forbidden to use game features or that they are count as a single bet. Therefore, we consider the value of them as the value you paid/number of spins. The value should be €1.8 per spin, which not breach bonus terms.

So what happens now?

We are still trying to find alternative contact to the casino and convince them to pay you.

If this fails, then we will close your complaint as unresolved.

Your complaint will be published and casino punished with black points.

I played in the same way I did when I won the 600 euro, which should have been 1180, though decided to pay me half instead, stating the same reason as to why they cancelled the winnings in question

They have closed my account and say the case is closed as far as they are concerned.

They owe me 1000 euro! In total. How can this be fair

Unfortunately, they do not respond to this complaint.

We agree that it is unfair and I am very sorry for what happened to you.

Sad is that they are operating without a license so there is no another institution where you can complain.

Of course, we will publish your complaint and punish the casino (which already has a bad rating from us). We are closing this complaint as unresolved. 

One more time, I am very sorry that we were unable to help you.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.