Golden Star Casino - El jugador tiene dificultades para completar un retiro.

I requested a withdrawal of 1000 Euros, but it was denied because I was asked to send a screenshot of the deposit showing my account number. However, I made the deposit at a petrol station using cash to code.

Despite sending everything possible, I still can't proceed

Ich habe 1000 Euro auf Auszahlung, aber es wird abgelehnt, da ich einen Screenshot der Einzahlung senden soll wo meine Kontonummer angegeben ist, aber ich habe an der Tankstelle bezahlt und per cash to Code eingezahlt.

Alles mögliche gesendet und trotzdem komme ich nicht weiter

Dear DaniDani,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear DaniDani,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.