Golden Billy Casino - A retirada do jogador falha e o cassino não responde.

Good day,

On December 18th, I made a Jeton withdrawal request of 1500 euros which failed. Since then, the funds have not returned to my casino account. I've attempted to use the chat feature by clicking the button but it doesn't respond. I've tried different browsers and computers, but I am still unable to access the chat feature. It has been over a week since the chat has been functional and my funds are still not back in my casino account for me to make a new withdrawal.

I've sent numerous emails to support without a response. They simply never reply to the emails. All I want is for the funds to return to my casino account so that I can make another withdrawal attempt. However, the 1500 euros have not returned to my account, and I am not able to reach out to them 😪

I don't know what to do now. I've tried everything within my power. Please help me.

Thank you

Bom dia,

Fiz um pedido de levantamento Jeton de 1500 euros no dia 18 de Dezembro e falhou. Desde então o dinheiro não voltou para a conta de casino. Tento entrar no chat, carrego no botão e não dá. Já tentei em vários browsers e no computador e continuo sem conseguir entrar no chat. Há mais de uma semana que o chat não funciona e que os meus fundos não voltam para a conta de casino para poder fazer novo levantamento.

Já enviei vários e-mails para o suporte, sem resposta. Eles nunca respondem aos e-mails. Eu só quero que o dinheiro volte para a conta de casino para depois conseguir fazer um novo levantamento. Mas os 1500 não voltam para a conta e não tenho meio de falar com eles 😪

Não sei que fazer. Já fiz tudo o que estava ao meu alcance. Ajude-me por favor.

Obrigada

Dear patesteves91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you previously used Jeton as a withdrawal method for your winnings?
• Have there been any communications between you and the casino since the unsuccessful transaction?
• Have you been provided with information about any alternative payment methods for withdrawing your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good morning,

I had already carried out a successful Jeton survey. However, on 17-12-2023 I had a Jeton withdrawal that also failed but a few hours later the amount was added back to my casino account and I was able to make a new withdrawal. This time, by bank transfer.

On the 18th I had winnings again and tried to make the Jeton withdrawal but it failed AGAIN and since that day I have not received the amount in my casino account to be able to make a withdrawal again. Since that day, I have not been able to have any type of communication with the casino, as the chat is unavailable and they do not respond to my emails. It's been more than a week and I don't understand how I don't receive responses to my emails. In fact, I don't understand how I didn't receive my funds back in my casino account after a week.

Bom dia,

Já tinha efectuado um levantamento Jeton bem sucedido. No entanto, no dia 17-12-2023 tive um levantamento Jeton que também falhou mas pouca horas depois o valor foi adicionado novamente à minha conta de casino e consegui fazer um novo levantamento. Desta vez, por transferência bancária.

No dia 18 voltei a ter ganhos e tentei fazer o levantamento Jeton mas falhou NOVAMENTE e desde esse dia não recebo o valor na minha conta de casino para poder voltar a fazer um levantamento. Desde esse dia que não consigo ter qualquer tipo de comunicação com o casino, visto que o chat está indisponível e que não me respondem aos emails. Já passou mais de uma semana e não percebo como não recebo respostas aos meus emails. Aliás, não entendo como não recebi novamente os meus fundos na conta de casino passado uma semana.

Thank you very much, patesteves91, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good morning,

Thank you in advance for your help.

The problem remains the same. The withdrawal remains in a 'failed' status and the money has not returned to my casino account so I can make a new withdrawal.

This problem has persisted for almost two weeks.

Thanks

Bom dia,

Obrigada, desde já, pela ajuda.

O problema continua o mesmo. O levantamento continua em estado 'falhado' e o dinheiro não voltou para a minha conta de casino para que eu possa fazer um novo levantamento.

Este problema persiste à quase duas semanas.

Obrigada

Hi patesteves91,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Golden Billy Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request? If it is rejected, why the money is not returned to the player's balance?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good morning,

Unfortunately, I still have the same problem. The casino does not respond to my emails. I have been sending emails every day for over two weeks and have never received any response. The support available in chat still doesn't work, I click on the support link and there is no window that opens. The help provided to customers leaves a lot to be desired, I have never had this type of problem with any casino before. I have no possibility of speaking to any casino operator 😔

The withdrawal of 1500 euros continues to appear failed in my history, but the money does not return to my casino account so that I can make a new withdrawal request.

I've been in this situation for two weeks, I don't know what else to do 😭

Bom dia,

Continuo, infelizmente, com o mesmo problema. O casino não me responde aos emails. Há mais de duas semanas que mando emails todos os dias e nunca obtive nenhuma resposta. O suporte disponível no chat continua sem funcionar, carrego no link do suporte e não há nenhuma janela que se abra. A ajuda fornecida aos clientes deixa muito a desejar, nunca tive este tipo de problemas com nenhuma casa de casino antes. Não tenho possibilidade de falar com nenhum operador do casino 😔

O levantamento de 1500 euros continua a aparecer falhado no meu histórico, mas o dinheiro não volta para a minha conta de casino para que possa efectuar uma nova solicitação de levantamento.

Estou há duas semanas nesta situação, não sei que fazer mais 😭

Goodnight,

Does the casino manager not respond?

I don't understand how it's not possible to talk to anyone at the casino. Neither in chat nor by email. And here in the complaint they don't respond either 😑

I still have a failed withdrawal and the money has not returned to my casino account. I've been in this situation since December 18th. It is not admitted.

Boa noite,

O responsável do casino não responde ?

Eu não entendo como não é possível falar com ninguém do casino. Nem no chat, nem por email. E aqui na reclamação também não respondem 😑

Continuo com o levantamento falhado e o dinheiro não voltou para a minha conta de casino. Estou nesta situação desde o dia 18 de Dezembro. Não se admite.

Hi patesteves91, unfortunately, we haven't heard anything from the casino yet, but I still hope they'll decide to reply.

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.

The problem persists.

I still have no response from the casino to my emails, nor access to the online chat available on the casino website 😪

The withdrawal continues to fail and the money has not returned to my casino account since December 18th.

O problema persiste.

Continuo sem resposta do casino aos meus emails, nem acesso ao chat online disponível no site de casino 😪

O levantamento continua failed e o dinheiro não volta para a minha conta de casino desde o dia 18 de Dezembro.

Dear patesteves91,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia