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?

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