Golden Star Casino - El jugador enfrenta retrasos en el retiro debido a problemas de verificación.

I have uploaded about 7 verification documents that have been perfectly suitable for every other casino. They refused to verify me and at the last moment they asked me to take a selfie with a hand written note and physical ID. My state now uses digital ID, so that’s impossible, I don’t have a passport or anything else except for a govt healthcare card. I have an older selfie (a few months ago) with my ID and there website even describes this as a possible verification step, they however make no mention of a handwritten note, they have thrown that in themselves and so they won’t accept the selfie.

they refuse to offer any alternatives and won’t verify me.

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Dear Jamesgn17,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying your ID seems to be the only issue at the moment?
• Which documents have you already submitted, and has the casino approved them all?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes the ID is the only issue but only because they require a current selfie with a handwritten note on it, quoting their loosely worded terms that the casino has the right to request whatever documents at whatever time they deem necessary which is hardly fair given the lengths they could go to with this.

I have a selfie about a month old that I have my id in hand with. However they won’t accept this.

I have uploaded bank statements, pictures of two bank cards. Energy bill, my drivers license, and countless attempts at selfies with older licenses, medical govt card, digital ID that’s issued by my govt etc. they have verified those first documents. However every selfie is met with a different critique and when I do as they ask, they find something new that’s wrong and change tact

Now it’s a whole day past their proposed deadline and you guys are out of office. Great

See who takes longer, casino guru or golden star

Hello Jamesgn17,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Great so now I’m getting told to wait by you guys and golden star.

Thank you very much for your reply, and I apologize for my delayed response, Jamesgn17. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

All good issue resolved. It just won’t allow me to press close case on here

Dear Jamesgn17,

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,

Kristina

Casino.Guru