Played with a bonus. And also met all wagering requirements. I uploaded ALL documents multiple times!!! But in the chat there were always new excuses!!! I should upload a PASSPORT. but I only have a normal ID card,... umpteen times I was told in the chat that I should upload a selfie, I did it, and each time they said I should upload a selfie. This stinks of cheating. In the chat I was always told that everything was fine now.. which of course wasn't.

" Unfortunately, your selfie has not been verified. The hand should be more visible, the leaf should be in a cell or ruler. "

excuses like that always come. I wrote in the chat that you can see my hand. I held my ID card and a piece of paper in my hand that said: Hello goldenstar casino and the date... I took the photo with the other hand... Unusual

Habe mit einem Bonus gespielt. Und auch alle Umsatzbedingungen erfüllt. Ich habe ALLE Dokumente mehrmals Hochgeladen !!! Aber im Chat kamen immer neue ausreden !!! ich sollte einen REISEPASS hochladen. habe aber nur einen normalen Personalausweis,...Zig mal wurde ich im Chat drauf hingewiesen das ich ein Selfi hochladen soll habe ich gemacht, und jedesmal sagten sie ich soll ein Selfi hochladen. Das stinkt nach Betrug. Im Chat hab ich jedesmal gesagt bekommen das jetzt alles in Ordnung sei.. was natürlich nicht war.

" Leider wurde Ihr Selfie nicht verifiziert. Die Hand sollte besser sichtbar sein, das Blatt sollte sich in einer Zelle oder einem Lineal befinden. "

solche ausreden kommen immer. Ich schrieb im Chat das sie doch meine hand sehen k?nnen. Ich hielt mein Ausweis und ein stück Papier in der Hand wo draufsteht: Hallo goldenstar Casino und das datum... mit der anderen l?ste ich doch das Foto aus... Unormal

Dear jrewing,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. 

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,

Kristina

I complied with their demands... but nothing happened. just new excuses. I have fulfilled everything they asked for. After each new request, they still want to have conditions from me! although I have fulfilled everything. Sounds like a stalling tactic

Ich habe deren Forderungen eingehalten... aber nichts passiert. nur neue Ausreden. Alles was die verlangt haben habe ich erfüllt. nach jeder neuen Nachfrage , wollen die noch bedingungen von mir haben !! obwohl? ich alles erfüllt habe. Kling nach Hinhaltetaktik

Casino finally paid out

Casino hat endlich ausgezahlt

Awesome news, jrewing. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.