GoldenLion.bet Casino - Player’s withdrawal is pending.

I made a withdrawal on the 2nd of August of £444 and this has still not been processed. It states 24-48 hours on there website but then live chat say 7-21 business days. This is now the 28th business day and my withdrawal is still pending and not been processed. Contact number on site does not work and live chat and support cant tell me why it’s not being processed.

Dear Azzz51, 

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? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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,

This is my first ever withdrawal with this site so I have never previously had any successful withdrawals. I have been completely verified and provided them with all the correct ID and my account is fully verified before I made the withdrawal. I accumulated the winnings with a bonus after a deposit and played through the relevant staking requirements with was 40x i believe before I made the withdrawal.

Still no update and this has been over 30 business days. Can you contact them and get them to process this please?

I just spoke to someone on live chat called ‘Sarah’ and she was so rude and sarcastic. I said i had raised a complaint with a third party as this has now been 33 business days since I requested withdrawal and it is still not been authorised. She replied with ‘Nice’ and i said this service is a joke and i said theres many reports of you being a scam site so if you are karma will catch up with you and she replied ‘Good’. Clearly the people working for this site do not care at all.

Thank you very much, Azzz51, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of GoldenLion.bet Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Is there not some sort of gambling commission you can escalate this too? Its not right them just not replying or sorting this issue out. They are holding customer funds this is fraud. Surely this can be escalated higher so that they begin to process these withdrawals and give customers there funds?

Hello there,

Thank you Azzz51 for providing us with all the information. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I would now like to ask GoldenLion.bet Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Okay thank you. Any help in getting this withdrawal processed would be helpful! This casino should be shut down as it is taking customers money and keeping it.

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.

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,

Peter