Golden Star Casino - La cuenta del jugador se cerró.

I deposited 180 euros in the casino and won a total of 39638 euros without a bonus. My account was fully verified (incl. selfie with ID) and also confirmed by the chat that everything is fine. On January 29th, 2022, I requested a payout of 4900.00 euros and today, on January 31st, 2022, my account was blocked without giving a reason. I have to mention that a week ago I had the same experience with a win of 700.00 euros at another Dama NV Casino. The account was also simply blocked (allegedly because of a double account), which is not true! I have all the screenshots as proof!

Ich habe in dem Casino 180 Euro eingezahlt und ohne Bonus insgesammt 39638 Euro gewonnen. Mein Konto wurde vollständig verifiziert (inkl. Selfie mit Ausweis) und auch vom Chat bestätigt, dass alles in Ordnung ist. Am 29.01.2022 habe ich eine Auszahlung in Höhe von 4900,00 Euro beantragt und heute am 31.01.2022 wurde mein Konto ohne Angabe von Gründen gesperrt. Ich muss erwähnen, dass ich vor einer Woche ebenfalls in einem anderen Dama NV Casino die gleiche Erfahrung mit einem Gewinn von 700,00 Euro gemacht habe. Ebenfalls wurde das Konto einfach gesperrt (angeblich wegen doppelten Account) was nicht der Wahrheit entspricht ! Ich habe sämtliche Screenshots als Beweis !

Hello SupiNina,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Golden Star Casino. Allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Have you made any withdrawals from the casino in the past? Did they specifically mention that they've closed your account due to having multiple accounts and if yes, did the prove it somehow?

Please forward the mentioned screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

Hi Nick,

Ich habe soeben folgende Email an Golden Star Casino gesendet:

Dear Sir or Madam,

Today I kept to the agreed appointment for the additional Skype verification on 12:00 UTC and I was waiting for you! YOU canceled the appointment 6 minutes before and gave me a new appointment which I will not compete ! I won't be stalled any longer.

My account has already been fully verified and approved by your chat support (screenshot available)

According to your own T&Cs, video verification is only required if the player is unable to upload any documents!

I expect my requested withdrawal about 4900.00 euros within the next 48 hours and the remaining amount about 34738.00 euros within the next 6 weeks!

Regards

Antwort von Golden Star Casino :

Dear Giovannina,

We are sorry for the inconvenience and caused misunderstanding.

Please, note that Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).

We kindly ask you to choose the exact date and time of this procedure.

If you have any additional questions, feel free to contact us at any time.

Neue Email an Golden Star Casino :

Dear,

My account has already been FULLY VERIFIED and approved by your chat support (look at the screenshot)

According to your own T&Cs, video verification is only required if the player is unable to upload any documents!

Your T&Cs :

In order to verify the player's account, the casino management requires documents (ID, payment systems, utility bills, etc.) in Latin or Cyrillic alphabet. If the player did not have an opportunity to provide the documents in the alphabets mentioned above, the casino reserves the right to perform video verification by the player providing his/her documents

I expect my requested withdrawal about 4900.00 euros within the next 48 hours and the remaining amount about 34738.00 euros within the next 6 weeks!

Regards

Eine erneute Nachricht von Golden Star Casino:

Dear,

We are contacting you regarding your account verification process.

Please, note that according to the terms and conditions of our casino, the Gambler agrees that the Casino has the right to require additional verification of their identity or their actions at the Casino website: https://goldenstar-casino.com/terms-and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur (Gambler Responsibility section, clause 2.12). Screenshot of the rule: https://prnt.sc/26n1f6y.

Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).

We kindly ask you to choose the exact date and time of this procedure.

Thank you for understanding!

Mein Antwort an Golden Star Casino:

Dear,

Opaque clauses are ineffective!

And in step 2.12 of your T&Cs it states that the Casino has the right to request additional check for identity verification ON THE WEBSITE. It does not mean that the player needs to install a third-party video program !

After Skype what is the next step that i have to do with theese Opaque clauses ? For example: Fly to Curacao and show them my ID right there?

However ! You try everything to not pay out my winnings and i hope that Casino Guru will help me.

It's really more than sad!

Regards

Neue Nachricht von Golden Star Casino:

Dear Giovannina,

We are contacting you regarding your account verification process.

Please, note that according to the terms and conditions of our casino, the Personal Information which we may request to use and process shall include, without limitation:

- Correspondence made with us via the Website, email, web chat, or through other means of communication (in this case - Skype).

Link to the rule: https://goldenstar-casino.com/terms-and-conditions?back-url=https:~2F~2Fgoldenstar-casino.com~2Fprofile~2Fwallet~2Fdeposit%3Fcurrency%3Deur ("Information We Collect" section, clause 2.3).

Screenshot of the rule: https://prnt.sc/26n29wp.

Registration at and visits to the Casino are a confirmation of your agreement with these Terms and Conditions (Clause 1.5 of General terms and conditions).

Skype verification can be conducted after 4.02.2022 (from Monday to Friday at 8:00-15:00 UTC).

We kindly ask you to choose the exact date and time of this procedure.

Thank you for understanding.

Meine Antwort:

Dear,

This is an excerpt from your data protection and has nothing to do with your actual terms and conditions. It only says that you are allowed to store and use the data that is exchanged via communication channels. And in no case says that the user is obliged to install third-party programs for verification.

From a purely legal point of view, this part (it needs to install a third-party program for verification) would have no place in the data protection declaration anyway, but would have to be listed in the general terms and conditions.

Regards

Hello SupiNina,

It is very common that the casino requires a skype verification call, specially if the winnings are such a high amount. I can only recommend to contact the casino with the exact date and time of call so you can do it as soon as possible and receive your winnings if you pass it. You can post it also here, we can let the casino know as well if they would not notice it in time.

Hello Nick,

I had already made an appointment with Golden Star. I installed Skype and waited an hour for Golden Star's Skype call!

Golden Star did not keep the appointment despite a prior promise and made me wait for nothing with Skype switched on.

And I won't let Golden Star Casino humiliate me any further! For no money in the world!

I will not make another appointment via Skype.

If I do not receive my payout despite successful and confirmed verification, I will contact the authorities.

Every effort is made to avoid the payment, even if I agree to a second Skype appointment!

Hallo Nick,

ich hatte bereits einen Termin mit Golden Star vereinbart. Ich habe mir Skype installiert und eine Stunde auf den Skype Anruf von Golden Star gewartet !

Golden Star hat den Termin trotz vorheriger Zusage nicht eingehalten und mich umsonst mit eingeschaltetem Skype warten lassen.

Und ich werde mich nicht weiter von Golden Star Casino demütigen lassen ! Für kein Geld der Welt !

Einen weiteren Termin per Skype werde ich nicht antreten.

Sollte ich meine Auszahlung trotz erfolgreicher und bestätigter Verifizierung nicht erhalten, werde ich die Behörden einschalten.

Es wird mit allen Mitteln versucht, die Auszahlung zu vermeiden, selbst wenn ich mich auf einen zweiten Skype Termin einlassen würde !

Dear Nick,

It is not meant badly, but could Peter Marko please take a look at my case? Unfortunately, right at the beginning some things were not described correctly by you or you did not read or understand my messages correctly.

Thank you very much

Lieber Nick,

es ist nicht böse gemeint, aber könnte sich bitte mal Peter Marko meinen Fall mal anschauen ? Da sind leider schon ganz am Anfang einige Dinge nicht korrekt von Dir beschrieben bzw. hast Du meine Mitteilungen nicht korrekt gelesen oder verstanden.

Dankeschön

Hello again SupiNina,

Based on your request I've consulted your case with my colleague Peter and we came to the same conclusion. Unfortunately, there is nothing we can do unless you chose a new date for the skype verification and go through it. We both believe that 1 skype call is worth that amount of money and there isn't anything humiliating on a verification such as this.

Regards,

Nick

Hello Nick,

Skype video verification took place on 02/08/2022 at 11:00 AM UTC and I am still waiting for my payout.

Many greetings

Giovannina

Hallo Nick,

Die Skype Videoverifiezierung hat am 08.02.2022 um 11:00 Uhr UTC stattgefunden und ich warte weiterhin auf meine Auszahlung.

Viele Grüße

Giovannina

Hello SupiNina,

Thank you for the information. I will try to get in touch with the casino and find out the verification status.

Dear Nick,

good news ! According to GoldenStar Casino, my account has now been fully verified and the first withdrawal of €4900 has been approved.

I'll get back to you as soon as the money is in my account.

I'm really happy if everything else works smoothly now!

Lieber Nick,

gute Neuigkeiten ! Laut GoldenStar Casino wurde mein Konto nun vollständig verifiziert und die erste Abhebung in Höhe von 4900 Euro wurde genehmigt.

Sobald das Geld auf meinem Konto eingegangen ist, melde ich mich wieder.

Ich freue mich wirklich sehr falls nun wirklich alles weitere problemlos klappt !

Hello SupiNina,

The casino informed us too and we will now wait for the money to arrive. Until then the complaint will remain open. I will set back the timer on you and please let us know when the money arrives.

Regards,

Nick

Hi Nick,

I received the first two payouts on my bank account.

THANK YOU VERY MUCH !!!!!

I will arrange the next two payouts next week.

So far everything is looking very good!

Hi Nick,

die ersten zwei Auszahlungen habe ich auf meinen Bankkonto erhalten.

DANKESCHÖN !!!!!

Die nächsten zwei Auszahlungen werde ich nächste Woche veranlassen.

Bisher sieht aber alles sehr gut aus !

Hello SupiNina,

Great news again. Will extend the timer again until you let us know that the money arrived.

Hello Nick,

I have received three payouts so far.

I'll report as soon as I've received the fourth payout.

Many greetings

Hallo Nick,

bisher habe ich drei Auszahlungen erhalten.

Ich melde mich , sobald ich die vierte Auszahlung erhalten habe.

Viele Grüße

Hello Nick,

I got the fourth payout and I think the case can be closed. Everything runs smoothly!

Thank you very much !

Hallo Nick,

ich habe die vierte Auszahlung erhalten und der Fall kann denke ich geschlossen werden. Alles läuft problemlos!

Ich bedanke mich vielmals !

Thank you SupiNina for letting me know that all the payments arrived. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick