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

I have had a pending withdrawal since the end of October. I have used bonuses and also made deposits. Spoken with multiple "people" via chat and have been repeatedly told they have "escalated" my issue. I have also sent my btc address multiple times. Very disappointed and frustrated.

I was told today (1/20/2023) that my payout had been queued, but I wanted to submit a complaint somewhere as this payout has been pending since Oct 24, 2022.......

Dear Irismeg327,

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 from the casino in the past? Could you please confirm that you have passed the KYC verification?

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

This is my first request for a withdrawal, but I have submitted all requested documents and was informed I am set. The only thing I have been told is that there is a delay and the matter is being escalated. This is the same response I have received from every chat.

Dear Irismeg327,

Could you please forward any relevant communication between you and the casino to tomas@casino.guru regarding your withdrawal? I'll look forward to your reply.

They have only ever responded via chat and I have no records of those.

Thank you very much, Irismeg327, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. 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, Irismeg327!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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. 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel

I appreciate your attempts to help resolve the matter.