HomeComplaintsGoldenbet Casino - Player’s withdrawals have been delayed.

Goldenbet Casino - Player’s withdrawals have been delayed.

Black points: 354

Amount: £1,800

Goldenbet Casino
Safety Index:Below average
Submitted: 12 Feb 2024 | Unresolved : 06 Mar 2024
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

8 months ago

The UK player had made two withdrawals on February 2, but had not received the funds. Despite having communicated with the casino, the payout was still delayed. We had attempted to mediate the issue by inviting the casino to participate in resolving the complaint, but received no response. Consequently, we had to classify the complaint as 'unresolved'. We had advised the player about the option to file an official complaint with the casino's licensing authority. The unresolved complaint affected the casino's safety index on our website.

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8 months ago

I have made a withdrawal from GoldenBet previously with no issues.

I have since made 2 further withdrawals, earliest dating 2 Feb and they have not yet paid the money although they are good at responding. I am not confident they are going to pay. I am not saying it’s a bad casino however just a push may help me recover my funds l.

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8 months ago

Dear Phil070809, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you received the last successful withdrawal? Did you use the same withdrawal method in the past?

Thank you in advance for your reply.

Best regards, 

Kristina

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8 months ago

Hi. I received the last one on 28th January 24 hours after I processed it. The last 2 have been well over a week and say successful on the website but I keep receiving the same generic message from goldenbet stating that they are working to resolve the issue. I used the same method all 3 times.


thanks

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8 months ago

Thank you for your reply, Phil070809. Could you please advise us on the current status of your withdrawal request(s)? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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8 months ago

fileAll are showing as successful. Yet the latest 2 haven’t yet been paid I will forward you the email responses that are all generic.

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8 months ago

Thank you very much, Phil070809, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

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8 months ago

Hello Phil070809,


I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a Goldenbet Casino representative to join this conversation and participate in resolving this complaint.


Dear Goldenbet Casino,


Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?


Thank you in advance for providing the information.


Kind regards,

Stefan

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8 months ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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8 months ago

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

 

Dear Phil070809,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards,

Stefan, Casino.Guru

stefan.m@casino.guru

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