GoldenLion.bet Casino - Player's withdrawal has been delayed.

I Deposited £2,500 with GoldenLion.bet casino and was fortunate enough to win back £3,000. I requested a withdrawal for the £3,000 on the 9th July 2023 and received a confirmation email from them stating the withdrawal was confirmed and I would receive the money in 7 to 21 working business days from the 9th July. It has now been 36 working days (7 weeks) since my request and no money has been received. I have contacted them many times by email and their online chat and I am always told the same thing that they have large volumes of withdrawal requests and they are dealing with it and please be patient. I have email transcripts of all the online chats but they are not processing my withdrawal. They have verified all my information and documents on the 9th July and it shows in my account details I am Verified but still no withdrawal. I have never dealt with an online casino that takes over 7 weeks to process a withdrawal. I feel at the moment I will not receive the money and I am very concerned and do not know what to do. I hope Casino Guru are able to help me resolve this.

Dear leeborghini, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus? 

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hi Veronika,

Thank you for looking into this issue for me and trying to help me resolve it.

This is the first withdrawal attempt I have made with goldenlion.bet.

I accumulated my winning without bonuses or incentives as I never use these when I gamble online.

Please see below the emails and transcripts I have from goldenlion.bet

Chat Transcript

 #2237995 [personal details hidden by Casino Guru - sensitive information]

Website : 

https://www.goldenlion.bet/

Attended By : Emi

28 Aug 2023, 2:23 PM

Chat Duration : 00:21:15

Chat Transcript

 Hi Golden Lion

Lee SkinnerHi Golden Lion

2:23:56 PMEmiWelcome to our chat!

How can I assist you today?

2:24:15 PMLee SkinnerHi Emi, It has now been 36 business days since you confirmed my bank wire withdrawal for £3000. You stated in your email the process can take from 7 up to 21 business days. Please can you let me know what is happening with my withdrawal and why it is so delayed. Kind regards Lee

2:24:36 PMEmiLet me check your account please.

Thank you!

2:26:00 PMLee SkinnerOkay, Thank You

2:27:07 PMEmiI am very sorry about the withdrawal delay, this is not the experience that want for any of our customers.

Be certain that we will do all in our power to speed up the progress and preform your payout as soon as possible.

Thank you for your understanding.

2:27:26 PMLee SkinnerWhy is there a delay it has been 7 weeks since my withdrawal request. It feels like you are delaying the withdrawal for no reason and everytime I chat with you I am told you are doing everything to speed it up. I gamble with many online Casinos and I have never experienced a delay like this one.

2:31:49 PMEmiThe delay may occur due to the large volume that our colleagues have to work with. Rest assured that the entire team is always doing their best to process any withdrawal request as quickly as possible.

2:32:53 PMLee SkinnerI would like to continue gambling with you but it is filling with doubts about receiving withdrawals. The process should never take 7 weeks

2:33:59 PMEmiI fully understand your frustration with the delay. Hopefully it will be completed soon.

2:39:36 PMThank you for contacting our support team.

If that would be all, I wish you a lovely day!

2:45:09 PM

Chat Transcript

 #2206639 [personal details hidden by Casino Guru - sensitive information]

Website : 

https://www.goldenlion.bet/

Attended By : Nadia

16 Aug 2023, 4:12 PM

Chat Duration : 00:07:21

Chat Transcript

 Hi Support, It has now been over 30 working days in fact over 5 weeks and I have still not received my withdrawal request for £3000.

The checking process must surely be done by now as I have not had any requests for further information and I have never waited this length of time for a withdral request to be paid.

Please can you let me know when I will be receiving my withdrawal.

Kind regards

Lee Skinner

Lee SkinnerHi Support, It has now been over 30 working days in fact over 5 weeks and I have still not received my withdrawal request for £3000. The checking process must surely be done by now as I have not had any requests for further information and I have never waited this length of time for a withdral request to be paid. Please can you let me know when I will be receiving my withdrawal. Kind regards Lee Skinner

4:12:18 PMNadiaHello and welcome to our live chat session!

Let me just check your account quickly, I will be right back.

Thank you.

4:12:37 PMLee SkinnerThank you Nadia

4:12:49 PMNadiaIt is being checked by the financial department. We are truly sorry for the delay, it is in our best interest for our customers to be happy with our service. Every request goes through detailed checking process, and because of that, sheer volume of requests at times may slow down the process.

4:14:03 PMLee SkinnerHow long does the checking process take as I have never waited over 5 weeks for a withdrawal to be processed

4:15:40 PMNadiaIt depends on the number of requests but unfortunately sometimes delays occur. We apologize once again for this. I will send a reminder to escalate your case.

4:16:55 PMLee SkinnerThank you Nadia as I am unable to continue playing until I receive my withdrawal and I enjoy playing on your site. Please can you ask them to process it as soon as possible

4:18:36 PMNadiaWill do.

Thank you for contacting our support team.

I wish you a lovely day!

4:19:18 PM

I have also forwarded the email to you from goldenlion.bet which confirms my withdrawal confirmation.

If there is anything else I can provide please let me know.

Many thanks again for your help.

Kind regards

Lee

Hi Veronika,

Please see below a screenshot I have just taken of my account with goldenlion.bet which shows my account is verified.

Kind regards

Lee

Hi Veronika,

Please also see below a screenshot of the withdrawal confirmation email I received from goldenlion.bet on the 9th July 2023.

Kind regards

Lee

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

Hi leeborghini,

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

Dear GoldenLion.bet 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? Would you please specify what are the reasons for the withdrawal delay? When the player can expect her request to be processed from your side?

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

Kind regards,

Natalia

Hi Natalia,

Thank you for helping me with this issue.

I have contacted goldenlion.bet again today to chase them up and please see below a copy of the transcript of the live chat. I truly believe at this point in time they have no intention of honouring my withdrawal request however I hope I am wrong and you are able to help me achieve this.

Kind regards

Lee

Chat Transcript

 #2264959 [personal details hidden by Casino Guru - sensitive information]

 07850661731

Website : 

https://www.goldenlion.bet/en/hot_promotions

Attended By : Joe

7 Sep 2023, 2:56 PM

Chat Duration : 00:08:34

Chat Transcript

 Hi

Lee SkinnerHi

2:56:24 PM Joe Hello and welcome to our chat!

How can I help you?

2:56:34 PM Lee Skinner Hi Joe, I requested a Bank Wire Withdrawal for £3,000 on the 9th July 2023 and I received a confirmation email confirming the withdrawal and stating it would take 7 to 21 business days to arrive.

It has now been 45 business days (9 Weeks) and I have still not received my withdrawal. I have contacted you many times and I have been told there was a delay due to processing but this is now becoming ridiculous as no withdrawal should take 9 weeks especially as I am a Verified Player.

Please can you let me know what is happening and when I will receive my withdrawal.

3:01:27 PM Joe We apologize for the inconvenience.

3:03:29 PMYour payout will still go through the standard verification process. Unfortunately we don't have any news at the moment, but we will be contacting the finance department to check for updates. Sorry for the delay and thank you for your patience.

3:04:08 PM I fully understand your frustration. Unfortunately, as you said, there was a delay with the withdrawals and we are doing everything we can to resolve them all as soon as possible.

3:04:13 PM We are a chat support and we are here to share the information we receive. We are not the finance department and we have no authority over it. We cannot speed up or slow down the processes. unfortunately we are powerless during the verification process. Therefore I ask you for a little patience until the process is completed, you will be informed.

3:04:27 PM If that is all have a nice day.

3:04:57 PM

Hi Natalia,

Below is a further response transcript I received from goldenlion.bet because as soon as they answer you they end the chat without you having time to reply.

Kind regards

Lee

Chat Transcript

 #2264976 [personal details hidden by Casino Guru - sensitive information]

 07850661731

Website : 

https://www.goldenlion.bet/en/hot_promotions

Attended By : Nadia

7 Sep 2023, 3:07 PM

Chat Duration : 00:07:17

Chat Transcript

 Hi Joe, I think waiting for 9 weeks for a withdrawal is being extremely patient. How do I contact your finance department to find out what is happening.

Lee SkinnerHi Joe, I think waiting for 9 weeks for a withdrawal is being extremely patient. How do I contact your finance department to find out what is happening.

3:07:16 PMNadiaHello Lee Skinner, welcome to our live chat session. Let me get back to you with more information regarding your inquiry.

3:08:02 PMWe will do all in our power to make your withdrawal happen as soon as possible.

Once again my apologies for the delay.

3:13:40 PMThank you Lee Skinner, for contacting support team.

3:14:31 PM

Dear leeborghini, thank you for keeping us updated. Unfortunately, there's been no reply from the casino yet, but I hope we'll hear from them sooner or later. Anyway, the casino has still time left for the response.

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.

Hi Natalia,

Thank you for the update.

Kind regards

Lee

Dear leeborghini, 

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia