GoldenPark Casino PT - Player struggles with false multiple account accusations.

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

I have 140€ which I can't withdraw because they say I have another account associated to my IP Adress what it's not true. I send what they asked my to send and also gave them a selfie with my ID to give them another proof.

I sent all the documents needed to verify my account. They verified my account and I told them in chat that I didn't had bank account and they responded that wasn't a problem. To deposit via paysafecard which I did. Now they don't let me withdraw my money via paysafecard or something else and said that I had another account with this IP like I said before.

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 like they did to me, thereby not verifying the accounts and avoiding the responsibility to make the payments.

If 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), because I did everything they said like playing the deposit and they are tricking me and I think this casino are becoming a scam.

Dear luissantosvending, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please confirm if you have passed the KYC verification? Have all your documents been approved?

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

Hello Veronika,

At the moment, there is no chance of someone created a account. I have all the documents approved, if you want I can send a printscreen. And for your last question, my winnings were accumulated with bonus and they say that we have to play the bonus which I did. But I think they are sacrificing some people because they lost a lot of money with the welcome bonus they gave and now they are making excuses for people not withdraw their own money. I hope you can resolve this problem, because I need that money.

Thank you,

Luís Santos

Thank you very much, luissantosvending, 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 luissantosvending, 

I've reviewed your case and am sorry that you came across such a problem with your account at GoldenPark. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear GoldenPark Casino PT, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify if your suspicion of the player having another account is based solely on some similarities with IP addresses used by another account or if you have more proof? If you have any supporting evidence for your accusations, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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.

Dear luissantosvending, 

I have tried to contact the casino but didn't receive any comment regarding your situation. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Portuguese Gaming Authority - SRIJ - (https://www.srij.turismodeportugal.pt/pt/contactos?form=tabClaimForm) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia