Goldenbet Casino - Вилучення гравця відкладено.

A number of issues and delays!!

I deposited and played in their live casino, I completed their KYC process which still as of now shows that the ID, card and address are all verified.

Having spoken to their support team on live chat/email 20+ times following the rejection of the withdrawal I have tried to process use their SEPA option, they came back and said the card/info I submitted as part of the verification wasn't acceptable. I explained to them on multiple occasions that I had used a virtual card for the deposit (common practice for online purchases) so couldn't send them a photo of the back/front. They then confirmed that I needed to send them the bank statement to which the virtual card was attached to, which shows the deposit transactions I have made.

I have now sent this on multiple occasions and still get that automated response that I need to send photos of the card, which they have accepted via their support chat can't be done.

In the middle of all of this they came back with an additional reason as to why I couldn't withdraw, which was due to the fact I hadn't wagered the full amount I had deposited - I cannot believe this can be enforced!? I wasn't claiming any bonuses or anything like that.

For the sake of getting my money out, I have complied with this, which they have confirmed, and actually ended up increasing my balance.

I have provided them with all the information they have requested; passport photo, bank statements, card photos of the main card attached to the account with the middle 6 numbers omitted but they are just stalling. Please help.

Dear An-dy,

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 made any successful withdrawals before?
• Is it correct that the only thing standing between you and your winnings, after completing the deposit wagering requirements, is the virtual card?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominika.

Have you made any successful withdrawals before?

No this is the first time that I have used Goldenbet and tried to withdraw.

Is it correct that the only thing standing between you and your winnings, after completing the deposit wagering requirements, is the virtual card?

As far as I can see yes. They have accepted that I can't send a picture of a virtual card and have instead asked for the bank statement attached to the card, which shows my deposit to them. I have sent this in to their support team and KYC team now on 3 separate occasions and I just receive the same auto response a number of hours later of:

Used Card Verification

Dear Player,

Please be informed that the requested transaction was not successful.

To complete the verification process, kindly provide photos of the front and back sides of the following card(s): XXXXXXXXXXXXXXXX87

You can hide the middle digits but please make visible: the first 6 and the last 4 digits; your full name and the expiration date.

Please, send the requested documentation to the following email address: Kyc@goldenbet.email

I will email over the live chat transcripts/email conversations as requested later today.

Thanks.

Dear An-dy, thank you for the information provided.

Have you managed to verify your card with the bank statement?

Hi Dominka,

They have managed to verify my card and process the withdrawal, so I have now had the payout which is a relief.

Generally other than a couple of live chat agents who just close the chant, they have been nice enough to deal with over live chat/email, though it has taken much, much longer than expected.

They seem to ask for a lot more in terms of verification than other places, which seems a bit suspect in the way they keep asking for it in snippets.

The other annoying point is that although they have accepted GBP they payout in euros and then when it hits your account the conversion isn't correct so it's actually around £50 below what it should have been which may be worth knowing for others who are potentially going to use them.

Thanks.

Dear Andy, thank you for the information provided. Have you received the money? If so, do you need further assistance?

Dear An-dy,

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.

Dear An-dy,

Based on the latest response from the player, we will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru