Golden Star Casino - La cuenta del jugador está cerrada y el pago se ha retrasado.

Hello, I have a problem. My GoldenStar account was closed on May 8th, 2026, and I still have a balance of €104. I requested a refund from support and received an email where I could send my crypto wallet details. Since then, I've been waiting for my money. Support keeps telling me to be patient. I've been waiting since May 11th, so it's been 11 days now. Please help! Here's a screenshot of the email from GoldenStar regarding the payout.

hallo ich habe ein problem mein konto wurde am 08.5.2026 im goldenstar geschlossen und ich habe noch 104 eur guthaben habe es dann beantragt im support und habe dann email bekomen wo ich meine crypto walet senden konte wo das geld hin gesendet wird und seit dem warte ich auf mein geld im support wird immer gesagt bitte um etwas geduld seid dem 11.05 warte ich jetzt also 11 tage schon bitte um hifew hier ist der screenshot von der email von goldesatr wegen der auszahlung

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

It's exactly 14 days today. I received the email on May 11, 2026, asking me to send my wallet information so the money could be sent.

es sind ja heute genau 14 tage habe am 11.05.2026 die email erhalten das ich meine wallet senden soll damit das geld gesendet werden kann

Thank you for your response. Please allow me to ask you a few questions to better understand your situation.

• Could you please specify the reason why your account was closed? Was it closed by the casino, or did you request the closure yourself?
• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your winnings?
• What was the real-money balance in your account at the time it was closed? Are you requesting a refund of the balance that remained available in your account for gameplay, or are you requesting a refund of your lost deposits?

I was deactivated on May 8th, 2026, not only at Golden Sat Casino but also at six other casinos, all at the same time. This was decided by the administration; there's no real reason. I simply became too expensive or something. You can see my previous complaint, which was filed with Luckywins Casino. I was also deactivated there on May 8th, 2026, and still received my money because I hadn't violated any rules. At Golden Sat Casino, I'm verified and have already made withdrawals. My real money balance was €104.

ich wurde am 08.05.2026 nicht nur bei golden satr casino deaktiviert sondern auch bei 6 anderewn casinos alles zur gleichen zeit dies hat die verwaltung beschlossen es gibt auch kein wirklichen grund ich wurde einfach zu teuer oder so meine berschwerde davor die gelost ist vom luckywins casino sehen sie ja da bin ich auch am 08.05.2026 deAKTIVIERT WORDEN und habe trozdem mein geld bekommen weil ich nicht gegen irgendwelchen regel verstosen habe beim golden sat casinoi bin ich verifiziert und habe auch schon auszahlungen gemacht mein guthaben echtgelkd war 104 eur

Hello marv1710,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for your patience while I was away from the office.

• What types of games did you play to accumulate your winnings?
• Did you use the same betting strategy in all seven casinos where you were blocked on the same day?
• Did you use any bonuses or promotional offers at these casinos during the same period?
• Have all the other casinos returned the funds to you, or did you only have remaining balances at these two casinos?

I was playing slots, I played like always, I've been playing in these casinos for years, and suddenly the management banned me. I received my money back from all the casinos except Golden Star, they're trying to rip me off.

ich habe slots gespielt ich habe so gespielt wie immer spiele schon jahr lang in diesen casinos und von jetzt auf gleich haben die mich von der verwaltung gesperrt in den casinos ich habe von allen casinos mein geld erhalten was ich noch drauf hatte auser golden star die versuchen mich zu verraschen

Dear marv1710

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello marv1710,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Golden Star Casino to participate in this discussion.

Dear Golden Star Casino,

While it is generally an industry standard that casino management may close player accounts at their discretion, any outstanding financial obligations must nevertheless be fulfilled before account closure.

Could you please clarify when the player will be paid the remaining funds?

If there are any relevant circumstances in this case that cannot be disclosed publicly, I would appreciate it if you could share them directly with me at michal.k@casino.guru for independent review.

Thank you in advance.

Hi Michal, thank you so much for your support. I hope Golden Star is honest and gives me my money back; anything else would simply be fraud and not right. Kind regards, Marvin

hallo michal vielen dank fur deine unterstuzung hoffe golden star ist so erhlich und gibt mir mein geld alles andere wahre einfach betrug und nicht in ordnung mit freundlichen grusen marvin

Dear Michal,

Thank you for your patience.

After reviewing this case internally, we can confirm that the player's account was closed due to a violation of our Anti-Fraud Policy and the applicable Terms & Conditions. In accordance with these rules, the winnings associated with the violating activity were voided.

The player was refunded the remaining eligible deposit balance of €4.64, which was the balance available prior to the gameplay that resulted in the voided winnings.

Therefore, the claimed amount of €104 is not eligible for withdrawal.

Kind regards,

Golden Star Casino

That's an absolute lie. I was recently shut down at six casinos by the same management, all at the same time and on the same day. The ban has absolutely nothing to do with your casino specifically, and Casino Gutu knows this too, since I also received money from Luckywins Casino, where I handled this case. So stop spreading this nonsense.

das ist eine absolute luge ich wurde nachmlich bei 6 casinos von der gleichen verwaltung geschlossen alles um die selbe iurhzeit und am selben tag die sperrung hat absolut nichts mit euren casino speziel zu tun und das weis casino gutu auch da ich auch geld von luckywins casino bekommen habe wo ich den fall hier bearbeitet habe also horen sie auf irgend eine scheise zu erzahlen

Dear Golden Star Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me via email at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear marv1710,

I would like to provide you with a brief update regarding your complaint.

Unfortunately, I have still not received the information and evidence I requested from the casino team. Communication has also slowed considerably, as I have not received any recent responses to my follow-up inquiries, which is somewhat unexpected.

I have followed up once again using all of our usual points of contact, as well as some alternative contacts, in the hope of re-establishing communication and obtaining the clarification needed to continue our review.

To date, we have been able to successfully address or clarify every complaint we have received concerning Golden Star Casino, and I remain hopeful that this case will be no exception.

Accordingly, I will extend the complaint timer for a few more days to allow the casino an additional opportunity to provide the requested information and clarify the matter.

I will keep you informed of any further developments.

Dear all,

Please accept our apologies for the delay in our response.

We are conducting a thorough internal investigation of this case to ensure that all relevant information is reviewed carefully before we provide you with a complete response. As this process is still ongoing, we kindly ask for a little more time.

We appreciate your patience and understanding and will provide an update as soon as possible.

Kind regards,

Golden Star Casino

Dear Golden Star Casino,

Thank you for your response.

I look forward to receiving the information and supporting evidence required for our independent assessment of this matter at your earliest convenience.

Dear Michal,

Thank you for your patience.

Following our internal investigation, we can confirm that the player abused our loyalty system by using deposit automation to artificially progress through the VIP levels and obtain loyalty rewards.

Our records show that the player was making approximately 6–8 deposits per minute using an automated method. As a result, the player reached Gold Level 3, a VIP status that would not have been achievable based on their actual deposit volume and gameplay.

For your independent review, I have sent the player's deposit transaction history directly to your email, as it demonstrates this deposit pattern.

In accordance with our Terms & Conditions, specifically section 9.2, where a player is suspected of fraudulent behavior, we reserve the right, at our sole discretion, to:

Terminate or suspend the Player Account;

Void any associated winnings and confiscate the player's balance.

Based on the above, the player's account was closed, the winnings were voided, and only the eligible refundable deposit balance was returned.

Kind regards,

Golden Star Casino

Dear Golden Star Casino,

Thank you for your clarification and for your email with the evidence.

Dear marv1710,

Before I proceed further, I would like to offer you the opportunity to respond to the points raised by the casino and, if you wish, to explain your side of things.

Additionally, have you engaged in the same or similar behaviour at any other casinos prior to your account being closed, as described above?

Dear marv1710,

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,
Michal
Casino.Guru