GoldenPark Casino PT - Player's withdrawal delayed due to document verification.

Despite being a legal and licensed company authorized to operate in Portugal, Goldenpark seems to be struggling with paying its clients...

I have €790,03 which I can't withdraw because my documents aren't validated. I was even told to request a NIB proof from my bank, with all kinds of stamps and other such proofs and still nothing...

I sent all the documents needed to verify my account, yet unlike any other legal company in Portugal, Goldenpark doesn't validate the documents nor gives any response.

They don't answer phone calls, they don't respond to emails, and I've spent more than 6 hours (spread across multiple days) waiting in the chat to be successfully attended to. (they then asked me for everything)

I highlight that this company is becoming known not only for not verifying accounts, but also for accusing many users of having their accounts associated with another IP address, thereby not verifying the accounts and avoiding the responsibility to make the payments.

If my account isn't verified and my withdrawal isn't processed, I will file a complaint and advise everyone else who is facing these same issues to join me in reporting this directly to the Service of Regulation and Inspection of Games (SRIJ).

Dear Laura33,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your account has been blocked?
• Were you accused of breaching any rules of the website?
• Could you please explain when your verification process began and list which documents you provided so far?

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,

Tomas

Dear Laura33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.