Golden Lady Casino - La retirada del jugador se ha retrasado.

I signed up with Golden Lady Casino the 2nd week of December 2022. They offered free spins and I met the play through (wagering requirements). I requested a withdrawal via Bitcoin of $135 after I deposited the $20 so I could withdrawal on 12-15-2022. I had sent in all the documents. My account and everything was verified.

I have been in contact with the "live support." They keep telling me the same thing such as: "Sorry you're having trouble with your withdrawal..." and "I will escalate this to the financial team..." And "your withdrawal is in the que..." And: "Send me the updated Bitcoin address" in which I did 8x now. And-- the latest all week: "Your withdrawal request is with the financial team. They will be in contact with you."

I have been very polite and patient. I have emailed the casino multiple times with no response. It's now been 23 days. I've played another offshore casino (first time and won on bonus) and withdrawal was within a week.

I have a bad bad feeling most withdrawals are not honored, especially on the bonus. I have a group of friends that play online & I've informed them all of the situation and will not play there. I also will not deposit anymore money because I feel that they're probably laughing all the way to the bank at this point.

Dear sarabeescutflowers,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that it is the first attempt to withdraw winnings from this casino and your winnings were accumulated from a free bonus entirely?

It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes to all of your questions above.

In 3 days it will be one month. I've been in touch with them and same responses as I mentioned in my original post/complaint.

I talked to them again yesterday. They said they are now experiencing internal technical problems and everyones withdrawal is delayed.

Thank you very much, sarabeescutflowers, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Golden Lady 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.

Hello there,

Thank you sarabeescutflowers for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Golden Lady 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!

As of two days ago, support says this week. We will see.

I messaged support (again) yesterday on Thursday 1/19/23. I wanted to make sure they had my update Bitcoin wallet address. Support asked me to wait for just admit while they look at my account. I waited... And waited. I messaged again saying I would have to contact them back again later because my lunch break at work was over. I noticed my message didn't show on the screen on the chat box. They put me on "hold" with a message saying they'd be right back. Well, today I went to message support again and the chat box still has me on "hold" where the message I typed out didn't show. It's like I'm invisible now. Tried again tonight, same thing. You can't even email them because they do not respond. I've sent 3 emails with no response. I firmly believe they let you win on free spins so when you go to collect, they insist you deposit $25 to collect with no intensions to ever pay you.

Athena from support said it would be paid out today. Just like it was suppose to be last week.

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.

Wasn't surprised to see they didn't honor my withdrawal or their word. Was told for sure that it was scheduled to be paid out yesterday. They have all the info, Bitcoin wallet address.

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