GoldenLion.bet Casino - O reembolso do jogador está atrasado.

I deposited 100€.

I tried to withdraw it without even having played with it, and I've been waiting for my money for 53 days.

After contacting them, they ALWAYS tell me the same thing "my request is being reviewed" (meaning they haven’t even sent the money yet).

They say bank transfers can take up to 21 business days. I'VE BEEN WAITING FOR 53 DAYS.

On top of that, since I'm supposedly "WITHDRAWN", my account balance is at 0 so I can't play, and I also haven’t received the money. So... where is it?

All the complaints I've filed with them are answered with the same email that's just a COPY/PASTE.

It's regrettable.

Deposité 100€,

Quise retirarlos sin ni siquiera haber jugado con ellos, y llevo 53 días esperando mi dinero.

Tras contactar con ellos SIEMPRE me dicen lo mismo "mi solicitud está siendo analizada" ( es decir que ni tan sólo han enviado el dinero )

Dicen que las transferencias bancarias pueden llegar a tardar hasta 21 días laborables. LLEVO 53 DÍAS ESPERANDO.

Encima como se supone que " HE RETIRADO " tengo el balance de la cuenta a 0 por lo que no puedo jugar, y además tampoco he recibido el dinero. Entonces.. dónde está?

Todas las quejas que les he dejado me las responden con el mismo mail que encima es un COPY/PASTE.

Es lamentable.

Dear Ardevirion,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Golden Lion Casino.

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

• Do I understand correctly you requested a refund of the full amount shortly after depositing funds?
• Could you please specify if the casino decided to process the refund?
• Please send me any relevant communication between you and the casino regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

[this message was sent by a different casino representative; the complaint was since assigned to GoldenLion.bet Casino - edited by Casino.Guru]

Hello. Thank you for your feedback.

Please, send your username or email address you are registered with. Unfortunately, we cannot find a player with email adress you mentioned here.

Or send us screenshot with your communication with casino representative with dates and email adresses of both parties.

Dear Ardevirion,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the delay. I had not received any notice until now.

You understand correctly. I deposited, and ended up deciding that it was better not to do it at that moment. So I withdrew the same amount at the same time.

I withdrew it from the withdrawals section.

They are "processing" the desired withdrawal then. When I withdrew the funds they disappeared from the account. I imagined it was because I was going to receive them soon but I'm still waiting.

I am attaching a photograph of my account information, and another of what the withdrawals section looks like.

Thank you very much for the help Tomás, and apologies again for the delay.

Perdón por la tardanza. No había recibido ningún aviso hasta ahora.

Entiendes correctamente. Deposité, y acabé decidiendo que mejor no hacerlo en ese momento. Así que retiré el mismo monto en el mismo momento.

Lo retiré desde el apartado de retiros.

Ellos están "procesando" el retiro desee entonces. Al retirar los fondos desaparecieron de la cuenta. Yo imaginaba que era porque los iba a recibir pronto pero sigo esperando.

Adjunto una fotografía de la información de mi cuenta, y otra de cómo se ve el apartado de retiros.

Muchas Gracias por la ayuda Tomás, y disculpas de nuevo por la tardanza.

I assigned the complaint to the appropriate casino, please disregard the response from the different casino above.

Thank you very much, Ardevirion, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Ardevirion,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know GoldenLion.bet Casino was not very cooperative in solving player complaints with us in the past, but I will still contact the casino to see if we can help.

We would like to invite GoldenLion.bet Casino to join the conversation.

Dear GoldenLion.bet Casino,

Can you please provide more information on why the player's refund has not been processed yet?

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.

Thanks Michael.

I don't think they will answer...

The days go by and they continue to give me pause. Always with the same answer.

Thanks again for the help

Gracias Michal.

No creo que respondan..

Los días van pasando y siguen dándome largas. Siempre con la misma respuesta.

Gracias de nuevo por la ayuda

Dear Ardevirion,

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 strongly 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,

Michal

Casino Guru