Golden Park Casino ES - El retiro del jugador se retrasa.

Hello, I have been betting and withdrawing at Goldenpark without any issues until 3 days ago. I won €3500 on a slot machine, and when I went to withdraw, they asked for a bill to confirm my address and another for my phone. I repeat, until I won this prize, my account was verified and I could withdraw without problems. I sent the bill, it was approved, but I still can't withdraw. They tell me it's with the verification department. I open inquiries, and they get closed without a response. I have continued playing and have accumulated about €5500.

Buenas, llevo apostando y retirando en goldenpark sin problemas hasta hace 3 dias. Gane en una slot 3500€ y cuando fui a retirar me pidieron una factura para confirmar domicilio y otra telefono. Repito que hasta que me toco ese premio mi cuenta estaba verificada y retiraba sin problema. Envio la factura se aprueba, pero sigo sin poder retirar, me dicen que esta en el departamento de verificacion. Abro consultas y se me cierran sin respuesta. He seguido jugando y he acumulado unos 5500€.

Dear piki917, 

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Did you submit any identity documents for verification in the past already?

When was the last time you communicated with customer support and what was the topic of your conversation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

All payment methods and identity were verified. The account was verified since I have made multiple withdrawals. The strange thing was that on the same day that I won so much money they asked me for extra documentation. On Thursday I sent the phone bill in which the certificate of residence was approved but they have not yet verified it with the phone. All the data appears on that bill, so they should have verified it at the same time. I have spoken more than 4 times through the chat and a girl told me that my account would be verified yesterday at the latest. I spoke yesterday because 48 hours had already passed and another girl told me that the verification department does not work until Monday. I can wait, but the strange thing was that when I have so much money they suddenly ask me for more documents, when I am fed up with withdrawing money without problems. Thank you.

Todos los metodos de pago e identidad estaban verificados. La cuenta estaba verificada ya que he hecho multiples retiros. Lo extraño ha sido que el mismo dia que gano tanto dinero me piden documentacion extra. Envié el jueves la factura de telefono en el que se aprobó el certificado de residencia pero con el telefono aun no lo han verificado. En esa factura salen todos los datos, asi que deberian haberlo verificado a la vez. He hablado más de 4 veces por el chat y una chica me dijo que ayer como maximo se verificaba mi cuenta, hablo ayer porque ya habian pasado 48 horas y me dice otra chica que los del departamento de verificacion hasta el lunes no trabajan. Puedo esperar, pero lo raro ha sido que al tocarme tanto dinero de repente me pidan mas documentos, cuando estoy harto de retirar dinero sin problemas. Gracias

It's already solved. Thanks

Ya esta solucionado. Gracias

Dear piki917,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru