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Subject: Serious Complaint Against Gold Casino – Repeated Withdrawal Delays, Unjustified Rejections and Verification Issues

Dear Casino Guru Complaints Team,

I am submitting a serious complaint against Gold Casino because of its repeated delays, inconsistent explanations, and failure to process my legitimate withdrawals.

Initially, my withdrawals were rejected due to verification issues. I cooperated fully and submitted my National ID card and the required verification documents. After my identity was successfully verified, I managed to receive only one small withdrawal of BDT 300.

However, all my subsequent withdrawal attempts have faced serious problems. Gold Casino repeatedly kept my withdrawals pending, first mentioning 48 hours and later extending the waiting period to 5 business days. After making me wait for several days, they eventually rejected or marked my withdrawals as failed without providing a clear and consistent explanation.

Every time I contact support, I receive different explanations and additional waiting periods. This is unacceptable. I have already completed the requested identity verification, yet my withdrawals are still not being paid reliably.

My latest withdrawal of BDT 11,304 through ERC20 is also stuck at "Processing payout" and has not been sent.

I have followed the casino's verification requirements and cooperated with its support team. I should not have to repeatedly wait for days only to receive another rejection without a proper reason.

I respectfully request Casino Guru to investigate this matter and help me obtain:

1. A full explanation for every rejected or failed withdrawal.

2. Proof of why my verified withdrawals were not paid.

3. Immediate processing and payment of my outstanding withdrawal balance.

4. An investigation into Gold Casino's repeated delays and inconsistent treatment of my withdrawal requests.

I have screenshots and support ticket records to support my complaint.

I am requesting your assistance because I have lost confidence in Gold Casino's withdrawal process. I want my legitimate funds paid without further unnecessary delays.

Thank you for your assistance.

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.

Dear Nasircha,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center