Golden Star Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

I am a Canadian player and I have been trying to withdraw my winnings from Golden Star Casino since May 8, 2026, without success.

I deposited $30 CAD via Interac e-Transfer on May 8, 2026 at 20:35 UTC. I accumulated approximately $800 CAD in winnings and submitted a withdrawal request. Since then, I have been stuck in a verification loop with no resolution.

Documents I have submitted:

- Government-issued photo ID (driver's license) — approved

- Loonio/Interac deposit confirmation email clearly showing the amount ($30 CAD), date and time (2026-05-08 at 20:35 UTC)

- Screenshot from my Desjardins banking app showing my full name and the $30 transaction dated May 8, 2026

- Both documents combined into a single image

- Both documents separately with annotations highlighting my name, date and transaction time

I also contacted my bank (Desjardins) by phone and was told that an official bank statement for May 2026 cannot be generated before the end of the month. I also contacted Loonio (the payment processor) and they were unable to provide an alternative document at this time.

Despite submitting all available documents multiple times in different formats, my withdrawal continues to be rejected for the same reason. I spoke with multiple support agents (Nova, Mateo, Nadine) who provided contradictory information. Agent Nova even confirmed in writing that my two documents were acceptable as proof of payment, yet my withdrawal was still rejected.

The casino is demanding a document that neither my bank nor my payment processor can provide before the end of the month. I have done everything in my power and I am asking Casino Guru to help me resolve this situation.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the email you received from the casino with the instructions specifying which document is required to complete your verification? My email address is veronika.f@casino.guru.
• Have you uploaded your proof of deposit in the correct format and as an unedited document?
• Are there any other documents in your casino account that are still pending verification?
• Which types of games did you play to accumulate the winnings you are trying to withdraw?

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

Best regards

Veronika

Hello Veronika,

Thank you for looking into my case. Here are my answers to your questions:

1. I will forward you all the emails I received from the casino with the verification instructions.

2. I uploaded my proof of deposit multiple times in different formats (combined, separate, annotated). The documents are unedited — they are original screenshots from my Loonio confirmation email and my Desjardins banking app. The only issue is that no single document contains all four required elements (name, amount, date, time) because my bank app does not display the exact time of transactions, and my Loonio confirmation email does not display my full name. ( I will send it to you, so you can also see )

3. In my casino account, the following documents are still pending verification: proof of deposit. My ID has been approved.

4. I played slot games to accumulate my winnings.

I will attach all relevant screenshots of my exchanges with the casino support agents, including the confirmation from agent Nova who stated that my two documents were acceptable as proof of payment.

Thank you for your help.

Thank you for your email.

Please note that it is not necessary to provide your full bank statement for the verification of this single deposit requested by the casino. It would be sufficient if the 30 CAD transaction made on 8 May is clearly visible in a screenshot or PDF document, including all required details such as your full name, the amount, date, and time.

Is it possible for you to download the details of this single transaction from your banking app or from the desktop version of your online banking?

Alternatively, would you be able to request that your bank issue a confirmation of this specific transaction before the end of the month?

Thank you in advance for your cooperation.

Hi Veronika, then i'll have to wait for my monthly bank statement, beceause i have called them and they told me they can't produce what i need with a single transaction... Im supposed to receive it today or tomorrow.

Edit: I have verified my old bank statement, and it only shows my name, the day the transaction is made and then the amount. I have tried to have access to the hours but my bank told me they cant do it... I have a receipt in my gmail account that shows the hours but the casino wont accept that i put 2 separates pictures...

Thank you for your reply.

Have you received your bank statement in the meantime? If so, did you submit it to the casino for verification?

Have you received any response from the casino regarding the document yet?

Thank you in advance for your cooperation.

Dear NorthGetta,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru