I registered an account in Golden Star Casino at the end of July this year, made a deposit of $23 and got $23 bonus. I played about two months and in early September, namely, on September 7, I requested the withdrawal. All wagering requirements at that time were met and my balance was $163. I was asked to upload ID and a proof of payment, they emailed - "Once you do this, we will check your documents, verify your account and process your payment." I uploaded my passport and screenshot of my e-wallet. All documents were approved but the withdrawal was rejected. Then in live chat I was told that I need to send a photo of my self holding my ID with sheet of paper with inscription "Hi, Golden Star, today's date". I sent them this photo. For the next 5 days the document had a pending status. I asked the agent Max in live chat why the document has a pending status for a five days. Max promised to send a request to the relevant department. On that day, November 8, I got a respond from relevant department - "Dear Player,
We have detected a duplicate account of yours. This violates our terms and rules, stated at our website. In such case, winnings have been confiscated from your account, however, we've made a decision to re-instate your deposit to your account
Thank you for the understanding!"
I don't agree with them. I don't have any duplicate accounts!
I insist that Golden Star Casino will give proof to such accusations.
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