Golden Lady Casino - Výběr hráče byl zpožděn.

I accepted 2 bonus's and completed both, after having made bitcoin deposits, on 9/24/2020. I requested withdrawal from one bonus of $300 to be paid via western union, and accepted another bonus, which i also completed and which i also deposited bitcoin for. this deposit, bonus and withdrawal request were also done on 9/24/2020. this one was in the amount of $69 also to be paid through western union.

Now it's been over 2 months and all i get is the run around, the finance department is working on it and i will get it later this week. i have heard this for over 2 weeks now. i cannot even get the support, finance or manager to respond to any emails that i send.

Dear TESS61,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that your withdrawals are still pending inside your account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost two months is unusually long time.

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

Best regards,

Petronela

Yes, I had opted for withdrawals to be made thru Western Union. I had made my deposits with bitcoin but when I saw Western Union as an option for withdrawals I chose this method. This method was chosen for both the $69 and the $300 withdrawals.

Thank you very much, TESS61, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Tess.

I am sorry to hear that you have troubles again.

In this situation, I would like to invite the casino representative into the case.

Please explain to us why the withdrawal process is taking so long?

I have no idea why it is taking so long. For 3 weeks now I have been told the same exact thing, that finance is working on it and I should receive it in the next few days or week. They've been consistent in that one thing. The withdrawals were requested to be paid by western union, which should be an instant transaction, just like the bitcoin deposits that were made into the casino by myself.

I did speak to "Jenny" in chat last night who "assured" me I would receive my funds today. I have emailed and attempted to contact someone through chat but cannot get a response from either. It is quite necessary for me to obtain the 10-digit MTCN numbers in order to pick up these funds at the Western Union.

Unfortunatelly, during holidays, it's much harder to get somebody to help you with the issue. We can't anyhow speed up the process, and I am afraid that we can only wait. (and I am afraid that till 4.1.2021) When everything gets back to normal.

I spoke with a "supervisor" by the name of Steve today. He advised me to reverse my withdrawal request(s) and re-do them requesting bitcoin rather than Western Union. He stated they are having problems with that payer. He assured me I would receive my funds within 3-4 business days. Now we all know how that works, don't we? I'm going to leave this one up to chance and who knows? I might actually get my funds. I just wanted to inform you and keep you in the loop.

I would say this is a good sign. The problem with payment providers occurs from time to time, and bitcoin withdrawals are super fast. I would say, give it a try.

I AM TRULY GETTING FRUSTRATED NOW. EVERY DAY I AM TOLD THE SAME THING, THAT THEY HAVE EMAILED THE FINANCE DEPARTMENT AND ARE "WORKING" ON MY WITHDRAWALS AND I WILL RECEIVE THEM IN A FEW DAYS.

A FEW DAYS COME AND A FEW DAYS GO AND I STILL DON'T RECEIVE MY FUNDS. IT MAY NOT BE MUCH TO SOME PEOPLE BUT $369 IS A SUBSTANTIAL AMOUNT FOR MYSELF. WHEN I DEPOSIT BITCOIN IN THEIR CASINO IT GOES IN INSTANTLY, THEREFORE WHEN I WITHDRAW REQUESTING BITCOIN IT SHOULD BE AN ALMOST INSTANT TRANSACTION AFTER PROCESSING FOR A FEW DAYS. I REQUESTED WITHDRAWALS 3 MONTHS AGO. THEY SHOULD HAVE PROCESSED THEM A LONG TIME AGO AND I SHOULD ALREADY HAVE RECEIVED THESE FUNDS.

Tess, I completely agree with you. The payment should be much, much faster. But I don't have any information from them why this takes so long. So we can in this situation only wait for their reaction or to successful withdrawal.

If I could speed it up somehow, I will do it, trust me. Ufortunatelly I can't.

We would like to ask the Golden Lady 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.’

Tess, please let me know if something changes.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

I am very sorry Tess that we were unable to help you. Unfortunatelly because the casino is working without the license, there is no regulator where you can complain.

The casino can reopen this complaint anytime.

I talk to them on an almost daily basis and according to them (LOL) their payment processing is messed up and no one is getting paid out. I told them I believe it because they are racking up complaint on the internet for that very thing. Today I was told I would get it next week. I am told this every couple of days. The transaction went from "processing" to "pending". I don't know if that means anything or not but you can go ahead and close the complaint. Are there any other alternative to try and obtain my funds due me?

Tess wrote to us that the casino paid her. However, in this case, we cannot talk about standard withdrawal time-frame. That's why we decided to close the case with classification "publicity helped".