Golden Star Casino - Η απόσυρση του παίκτη έχει καθυστερήσει.

In early November, I registered on the Golden Star online Casino website. Passed verification and made a deposit of 250 euros.

On November 14, 2020, I entered the casino and decided to play the game "Baccarat" in the "Live casino" section from Evolution Gaming provider. Going to the game table, I noticed that my balance is not displayed, but instead of it - a dash "-". I contacted support and they advised me to clear my cookies or change my browser. That's exactly what I did. I went back to my table to play Baccarat. My € 250 balance was displayed. I made a bet and it was accepted, and after the bet time expired it was canceled and the money returned to the account balance (although if the bet had not been canceled, it would have been winning). I tried it a few more times and everything is the same. I again contacted support on this issue, to which they replied that this game is not active. I tried another one and it's the same there. I decided to withdraw the deposit, but I was not allowed to do so, referring to the rules (according to the rules, the deposit had to be rolled 3 times, that is, to make bets for a total of 750 euros). I scrolled through the deposit for the amount of bets of 850 euros (I won nothing, I just bet on the roulette wheel at the same time on black and red) and sent a request to withdraw my own 250 euros (11/14/2020 time: 18:30). The application has acquired the status - "Waiting".

According to the rules of this casino, withdrawal requests are processed from 0 to 24 hours. Today is November 17, 2020, the time is 21.40 (3 full days have passed and 4 have gone). The status of my application is still "Pending". To my repeated requests to the support service with a request to clarify the situation on my withdrawal request and why they violate their own rules for withdrawing funds, I receive unsubscriptions that I need to wait a little longer, because all applications are processed in turn. How much is a little, no one specifically explains.

В начале ноября зарегистрировался на сайте онлайн-Казино Golden Star. Прошел верификацию и сделал депозит на 250 евро.

14 ноября 2020 зашел в казино и решил поиграть в игру «Баккара» в разделе «Live casino» от провайдера Evolution Gaming. Перейдя за стол игры я заметил, что мой баланс не отображается, а вместо него – прочерк «-». Я обратился в службу поддержки и они посоветовали почистить куки или сменить браузер. Я так и сделал. Зашел обратно за свой стол в игру «Баккара». Мой баланс в 250 евро отображался. Сделал ставку и ее приняли, а после того, как время ставки истекло ее отменили и деньги вернули на баланс счета (хотя если бы ставку не отменили то она оказалась бы выигрышной). Попробовал еще несколько раз и все то же самое. Я снова обратился в службу поддержки по данному вопросу, на что они ответили, что эта игра не активна. Я попробовал другую и там то же самое. Я принял решение вывести депозит, но мне этого сделать не позволили, сославшись на правила (согласно правилам депозит нужно было прокрутить 3 раза, то есть сделать ставок на общую сумму в 750 евро). Я прокрутил депозит на сумму ставок в 850 евро (ничего не выиграл, просто ставил в рулетку одновременно на черное и на красное) и отправил заявку на вывод своих же 250 евро (14.11.2020 время: 18.30). Заявка приобрела статус – «Ожидание».

Согласно правилам этого казино – заявки на вывод обрабатываются от 0 до 24 часов. Сегодня 17 ноября 2020 года время 21.40 (прошло полных 3 суток и пошли 4). Статус моей заявки до сих пор – «Ожидание». На мои неоднократные обращения в службу поддержки с просьбой прояснить ситуацию по моей заявке на вывод и почему они нарушают собственные правила о выводе денежных средств, мне приходят отписки о том, что необходимо еще немного подождать, потому, что все заявки обрабатываются по очереди. Сколько – это немножко, никто конкретно не поясняет.

Dear uladzimir,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed, especially if it is your first withdrawal. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding,

Best regards,

Kristina

I consider Kristina Stark's answer completely unfounded and unsupported by any clause of the casino rules. In the rules, namely in the section on the withdrawal policy in clause 1.3, the time interval from 0 to 24 hours is clearly indicated. There is not even a question of any invented 14 days. Today, 11/19/2020, the support service replied that for some reason my case does not fall under clause 1.3 of the Withdrawal Rules, but falls under clause 1.5, which reads: If it is necessary to confirm the Player's identity, the processing time for applications is calculated from the moment the requested documents are checked. I repeat that all the necessary documents were sent by me before I made a deposit and the verification was completed on November 10 or 12, and that I can’t fall under clause 1.5. Then they wrote that there was a need to re-check the documents I had provided. To which I offered them to contact on Skype and remove all questions, but my proposal did not receive an answer. And after that they sent a message that now they are waiting for an answer from the provider of my payment system, because supposedly there were some technical questions. Based on all the correspondence with them, I simply conclude that they are not going to make a payment to me, but simply come up with some excuses that I do not understand and are wasting time so that I’m tired of it all and I just come to terms with the fact that they embezzled my money. Because I made 250 euros, I twisted it 3 times and ask them back 250 euros. And the question still remains open: if the game is not active, then why give bets in this game, and then cancel them, because you can post a notification that this game is not active. But even so, they still say that you need to ask them which game is active and which is not. In my opinion, this is completely absurd. In general, the question is how such a casino has such ratings and also a license?

Ответ Kristina Stark считаю полностью безосновательным и неподкрепленным ни одним пунктом правил казино. В правилах, а именно в разделе о политике вывода средств в пункте 1.3 чётко указан временной промежуток от 0 до 24 часов. Там даже и речи нет ни о каких-то придуманный 14 днях. Сегодня 19.11.2020 служба поддержки ответила, что мой почему то случай не подпадает под пункт 1.3 Правил о выводе средств, а попадает под пункт 1.5,который гласит: При необходимости подтверждения личности Игрока срок обработки заявок исчисляется с момента проверки запрошенных документов. Я повторяю, что все необходимые документы были мной отправлены до совершения мной депозита и верификацию была пройдена ещё 10 или 12 ноября и что я ни как немогу попадать под пункт 1.5. Затем написали что есть необходимость повторной проверки предоставленных мною документов. На что я им предложил связаться по скайпу и снять все вопросы, нона моё предложение ответа не последовало. И после этого они прислали сообщение, что теперь они ждут ответ от провайдера моей платёжной системы, потому что якобы там возникли какие-то технические вопросы. Исходя из всей имеющиеся с ними переписки я просто делаю вывод, что они не собираются производить мне выплату, а просто придумывают какие-то не понятные для меня отговорки и тянут время, что бы мне это все надоело и я просто смирился с тем, что они присвоили мои деньги. Потому как внёс я 250 евро покрутил 3 раза и прошу их обратно 250 евро. И ещё остаётся открытым вопрос о том если игра не активна, то зачем давать в этой игре размещать ставки, а потом их отменять ведь можно разместить оповещение о том что данная игра не активна. Но и при этом они ещё говорят, что нужно спрашивать у них какая игра активна а какая нет. Помоему это является полным абсурдом. Вообще вопрос как такое казино имеет такие рейтинги и ещё и лицензию?

Uladzimir, please understand I don't work for the Golden Star Casino, but for Casino.guru, which operates as an independent service. I would like to point out, that this is our standard procedure and we always advise players to wait for at least 14 days.

Also, the casino has the full right to review your documents AND ask for additional documents before they process the withdrawal. So, if the casino has to do this, let's give them more time. If the casino asked you to provide new or additional documents, please do so as soon as possible, so your withdrawal can be successfully processed.

Regarding those bets which weren't counted - as long as the casino didn't deduct those bets from your balance (all your deposited money stayed in your account), we see nothing wrong with it. I understand, that you would prefer the notification, when the game isn't available at a certain time, however this is often managed by the game provider and not the casino itself.

So, please be patient and let's wait for a few more days. In case the casino fails to process the withdrawal, we will intervene. Please keep us informed in the meantime, and let us know if there is anything new.

Kristina, I would like to ask you to be the representative of this casino. Is the payment deadline not a violation when it is precisely defined by the rules? When for 4 days the client is fed with excuses that everything is fine and he needs to wait a little. It is not clear what to expect when verification is completed and wagering x3 is done. Moreover, the withdrawal is not to a bank account, but to an electronic wallet from which the deposit was made.

Kristina, прошу прошения, что принял Вас за представителя этого казино. Неужели срок выплат не является нарушением, когда он точно определён правилами? Когда 4 суток клиента кормят отговорками о том, что все хорошо и ему нужно немного подождать. Не понятно чего ждать когда верификация пройдена и отыгрыша х3 сделан. Тем более вывод не на банковский счёт а на электронный кошелёк с которого и был сделан депозит.

Kristina well that's all! Blocked my account! Is there a chance to get your money back or not?

Kristina ну вот и все! Заблокировали мой аккаунт! Есть шанс вернуть свои деньги или нет?

Well? I think they are scammers. And you will hardly be able to get your money back?

Ну что? Я думаю, что это мошенники. И вернуть свои деньги вряд ли получится?

How can you start a new bet in roulette without completing the previous one? These scammers were even too lazy to come up with some reason, even a little like the truth. This is such a mess ... And these creatures go unpunished ...

Как можно в рулетке начинать нувую ставку не завершая предыдущую? Эти мошенники даже поленились придумать какую нибудь причину, хоть немного похожую на правду. Это такой беспредел... И эти твари остаются безнаказанными...

Dear uladzimir,

Have you received your funds? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

How do I update the status of a complaint?

Как обновить статус жалобы?

Nothing was returned to me. I told you everything that the account is blocked, these are scammers, etc.

Ничего мне не вернули. Я же Вам все расписал, что аккаунт заблокирован, это мошенники и т. д.

I understand that I won't wait for any help from you either? If some status is more important to you ...

Я так понимаю, что от Вас никакой помощи я тоже не дождусь? Если вам главнее какой-то статус...

Uladsnit, what I ment by updating the status was to inform us whether there has been any development, or anything new regarding your case.

I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thanks Kristina!

Спасибо Kristina!

Hi Uladsnit!

I looked at your complaint and I’m very sorry to hear about the trouble you’ve been experiencing. I will do my best to resolve the issue. I would like to invite Golden Star Casino into this conversation.

Dear Golden Star Casino, can you please clarify the situation regarding the player’s funds withdrawal?

Dear CasinoGuru and Uladsnit,

We would like to elaborate on this case, as we believe player’s claims are not entirely true.

Firstly, we want to draw your attention to the fact that the "Baccarat" games were turned off in our casino, that is why the player was not able to place any bets. We apologize for these inconveniences.

Furthermore, relevant department has checked the game process of the player before the withdrawal and unfortunately it was marked as suspicious. After additional audit the self-opposite betting strategy was detected. Moreover, the player has confirmed this information himself in the complaint "I won nothing, I just bet on the roulette wheel at the same time on black and red". As the additional check was needed, it took us longer to inform the player about the status of his withdrawal request. 

According to our Terms and Conditions (ANTI-FRAUD POLICY) it is forbidden to use any strategies playing any table games, such as roulette, card games and others. Due to the fact that the rule was violated, player's account had to be closed and funds subtracted.

Summing up all the details, we see that the player's complaint is biased and does not assess the casino.

We hope for your understanding and fairness, and we kindly ask you to mark this complaint as resolved.

Warm regards,

GoldenStar Casino Team

Thank you GoldenStar Casino team for your reply and explanation.

Dear Uladsnit,

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. We recommend you to always read the terms and conditions before making a deposit in any casino. Making opposite bets on roulette is a common betting strategy that is prohibited in many casinos.

I‘m sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We will try our best to help.