Golden Lady Casino - A retirada do jogador está atrasada.

So on 11/14/22 I deposited $25 at Golden Lady and did not use a bonus. I won big a couple times and decided to cashout. I requested a cashout. I had to request it in 2 separate request each for $1,000. It's now been 2 months and no cashout received. I have stayed in constant communication with them. They keep telling me they have had internal issues and rest assured my money is coming and they will clear their debts. This is a ridiculous amount of time. I wish I would have done more research on this casino. I have numerous screenshots of the conversations with them.

Hello cherylwelch80,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Lady Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did ever receive any money from the casino? When was the last time you deposited there? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes I sent ID verification documents on 11/14/22 and no I have never received any money from the casino. 11/14/22 was the first and only time I deposited. I last spoke with the casino few days ago on Monday I think. When once again they said same thing as always I was in queue I been marked as priority they had internal issues that caused the delay but that they are working on my request. Here are a few of the screenshots of our correspondence. I have more if you

need them.

Thank you cherylwelch80 for all the information provided. I will now forward your complaint to my colleague Veronika (veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear cherylwelch80,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Golden Lady Casino to join the conversation and participate in the investigation of the case. Could you please provide more information about the reasons why are the player’s withdrawal requests being processed for such a long time?

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 cherylwelch80,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Veronika