Golden Star Casino - La verificación de la cuenta del jugador está retrasada.

Hello,

I'm supposed to have my account verified at the casino.

I uploaded my passport several times and meticulously adhered to the requirements.

Nevertheless, the casino claims that I did not upload "real" photos and refuses to confirm and therefore pay out my balance.

Please help me solve this.

Hallo,

ich soll mein Konto beim Casino bestätigen lassen.

Dazu habe ich mehrfach meinen Reisepass hochgeladen und penibelst auf die Anforderungen geachtet.

Trotzdem behauptet das Casino, ich hätte keine "echten" Fotos hochgeladen und vereweigert die Bestätigung und damit Auszahlung meines Guthabens.

Bitte helfen Sie mir, das zu lösen.

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 your complaint. I’m sorry to hear about your negative experience with Golden Star Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please specify which documents the casino approved and which it didn't?
• Have you provided photos in good lighting conditions without cropping?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

None of the documents were approved.

I have forwarded you the email history, which also includes the documents I used.

I achieved the current account balance with the bonus, but I had fully wagered it beforehand.

Hallo,

genehmigt wurde keines der Dokumente.

Ich habe Ihnen den Mailverlauf weitergeleitet, dort sich auch die Dokumente dabei, die ich verwendet habe.

Den aktuellen Kontostand habe ich mit Bonus erreicht, diesen aber zuvor voll umgesetzt.

Dear Lion1412,

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, Martina (martina.b@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,

Tomas

Dear Lion1412,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Golden Star Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Lion1412,

Thank you for your feedback.

There was a technical issue that affected the verification process. The issue has now been resolved, and your verification has been successfully approved.

Our support team has already informed you about this via email.

Best regards,

Golden Star Casino

Thank you Golden Star Casino Team for the good news!

Dear Lion1412,

please let me know, if you have been able to make a withdrawal request.

Thank you very much in advance

Hello,

Yes, I was able to request a payout and will inform you as soon as the money arrives.

Hallo,

ja, ich konnte eine Auszahlung beantragen und werde Sie informieren, so bald das Geld angekommen ist.

Dear Lion1412

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hello,

The payment has arrived in my account.

Thank you all for the ultimately uncomplicated handling of the matter.

Hallo,

die Auszahlung ist bei meinem Konto angekommen.

Danke Allen für die dann doch unkomplizierte Abwicklung.

Dear Lion1412,

I'm so glad to hear that your money has arrived! I'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.