Hello!

I registered at Golden Park Casino ES a few days ago. After playing live roulette and roulette games, I made several deposits totalling €1500.

After a winning streak, I managed to accumulate €6068.60, which I would like to withdraw to my bank account.

Making a deposit was easy; I just needed to provide a photo of both sides of my ID. However, when I attempted to withdraw my winnings, my account wouldn't allow it, and I was asked to provide:

• A photo of both sides of the two cards I used to make the deposits.
• A selfie with my ID to verify my identity.
• A utility bill to verify my address.
• A bill from the mobile phone associated with the account.

I sent everything they requested, and all of my documents have now been accepted. Even though the customer service team handled our interactions impeccably, they informed me that I would receive communication regarding my request, either via a ticket or email, within 24/48 hours.

I'm quite apprehensive that they might withhold my winnings, as I've come across a few negative reviews about this operator. To be honest, I hope those reviews are false, considering the good service I received from their customer service team.

If I don't receive any communication within 48 hours, will Casino Guru be able to assist me with my case?

Thank you very much.

?Hola!

Me registré en Golden Park Casino ES hace unos días. Tras jugar a ruleta en vivo y juegos de ruleta, hice unos depósitos por un total de 1500€.

Tras una buena racha, he conseguido 6068,60€, y quiero retirarlos a mi cuenta bancaria.

Ingresar fue muy fácil, solo foto de mi DNI por las 2 caras y ya está. Para retirar, mi cuenta no lo permite, y me han pedido:

• Foto de las 2 tarjetas que usé para ingresar dinero por delante y por detrás.
• Selfie con mi DNI para verificar mi identidad.
• Factura de la luz para verificar mi domicilio.
• Factura del teléfono móvil asociado a la cuenta.

He enviado todo, y ahora me han aceptado todos los documentos, pero aunque me trataron excelentemente desde atención al cliente, me dijeron que me contactarían vía ticket o email en 24/48 horas.

Tengo miedo de que retengan el dinero ya que he leído malas críticas de esta casa, y la verdad, espero que sean mentira tras el buen trato recibido en atención al cliente.

?Si en 48 horas no recibo noticias, Casino Guru podrá ayudarme con mi caso?

Muchas gracias.

Dear tintin191988,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

Hello Petronela, nice to greet you.

On Friday night I requested to be able to withdraw because they did not allow it, I have the transcripts with customer service in which they tell me that between 24 and 48 hours they will contact me via support ticket or email to inform me. They approved all the documents, but I assume it will be in the corresponding department as you indicate to verify my identity further.

The good thing is that I still have access to the platform without problem and I have been able to continue playing, in fact I am attaching screenshots since my balance in Golden Park ES now amounts to €10,081.10.

I am not going to play roulette anymore for now to wait for news from Golden Park and find out if I can withdraw my total winnings or part of my winnings, since I love the usability of the platform and it also has sports betting, where I would like to bet on the future.

Greetings!

Hola Petronela, un gusto saludarte.

El viernes por la noche solicité el poder retirar porque no me lo permitían, tengo las transcripciones con atención al cliente en las que me dicen que entre 24 y 48 horas se pondrán contacto conmigo vía ticket de soporte o email para informarme. Aprobaron todos los documentos, pero supongo que estará en el departamento correspondiente como indicas para verificar mi identidad más profundamente.

Lo bueno es que sigo teniendo acceso a la plataforma sin problema y he podido seguir jugando, de hecho adjunto capturas ya que mi saldo en Golden Park ES asciende ahora a 10081,10€.

No voy a jugar más a la ruleta por ahora para esperar noticias de Golden Park y saber si puedo retirar mis ganancias totales o parte de mis ganancias, ya que me encanta la usabilidad de la plataforma y tiene también apuestas deportivas, donde me gustaría apostar en el futuro.

?Saludos!

Hello again!

In the end I went in today to look at some sports betting, but I ended up at roulette again and I got a multiplier! Now I am afraid that with the current amount they will never verify my account so as not to transfer it to me, but I will trust Goldenpark ES and its legality. I will continue waiting.

Thank you.

?Hola de nuevo!

Al final entré hoy a ver un poco de apuestas deportivas, pero acabé otra vez en la ruleta ?y me tocó un multiplicador! Ahora tengo miedo de que con la cantidad actual jamás me verifiquen la cuenta para no transferírmelo, pero confiaré en Goldenpark ES y su legalidad. Seguiré esperando.

Gracias.

I fully understand your frustration, tintin191988. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello! Golden Park ES contacted me and I am now fully verified and have been able to withdraw my winnings.

Thank you very much for your help always.

?Hola! Golden Park ES se puso en contacto conmigo y ya estoy totalmente verificado y he podido retirar mis ganancias.

Muchas gracias por vuestra ayuda siempre.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tintin191988, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com