Golden Park Casino ES - Spelaren kämpar för att ta ut sina vinster.

Good morning.

After years with my account, making deposits and withdrawals without problem, when I win an amount of 2,700 euros, I first withdraw 1,000, then 1,000, and then 700, I get 1,700 with all withdrawals approved. Suddenly they close my account and ask me for a lot of documentation.

they refuse to give me the money which is approved like so many others, and on top of that they block my account

I have sent them a bank receipt and the charges made to my account by bizum.

They ask me for a telephone bill which is not in my name since in this house all bills are jointly in my wife's name. I don't know what else they want.

It is clear that when you win something decent they do not want to pay.

Buenos dias.

despues de años con mi cuenta realizar depositos y retiros sin problema, cuando gano una cantidad de 2700 euros primero retiro 1000 luego 1000 y luego 700 me llegan 1700 con todos los retiros aprobados. De repente me cierran la cuenta y me piden muchisima documentacion.

se niegan a darme el dinero el cual esta aprobado como tantos otros, y encima me bloquean la cuenta

les he mandado justificante bancario y lao cargos realizados en mi cuenta por bizum.

me piden factura de telefono el cual no esta a mi nombre ya que en esta casa todas las facturas estan conjuntas a nombre de mi mujer. No se que mas quieren.

esta claro que cuando ganas algo decente no quieren pagar.

Hello Ivan444,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Golden Park Casino. Please allow me to ask you a few more question before we would move forward.

When was the last time you processed a withdrawal? When was the last time you had to verify some documents? Did you change or used any new payment method since your last withdrawal?

Please note that some casino can do checks multiple time during year to assure that the account is still used by the same person or in case of any update of personal information. Be sure to provide them all the documents they requested.

Looking forward to your answer.

Regards,

Nick

Good morning.

I have made withdrawals on the same day today without any problem, they have reached my account, and one has not suddenly blocked my account.

I haven't used any new method. I have made withdrawals during this week without problem. They have sent me an approved withdrawal confirmation message and suddenly they have canceled it.

Buenos dias.

he realizado retiros en el mismo dia de hoy sin problema han llegado a mi cuenta, y uno no ha llegado de repente bloqueo de cuenta.

no he urilizado ningun metodo nuevo. He realizado retiros durante esta semana sin problema. Me han mandado un mensaje de confirmacion de retiro aprobado y de repente lo han anulado.

Well I send documentation, card from at least 1 year ago, it was canceled 5 months ago due to loss, I find a photo I send it to you and it is not valid. I don't know, I already take it for granted that I'm going to be left without my 1000 euros, but why with the rest? I don't understand anything like that because those 1000 implied winning more than what I deposited? Well, surely because when you win something the concept that they put is trade refund

Bueno mando documentacion, tarjeta de hace 1 año por lo menos, esta anulada hace 5 meses por perdida, encuentro una foto se la mando y que no es valida. No se yo ya doy por echo que me voy a quedar sin mis 1000 euros pero por que si con el resto? No entiendo nada igual por que esos 1000 implicaban ganar mas de lo que deposite? Pues seguramente por que cuando ganas algo el concepto que ellos ponen es devolucion comercio

After sending everything they send me and all the documentation I'm still waiting for my account to be unlocked.

Despues de enviar todo lo que me mandan y toda la documentacion sigo esperando el desbloqueo de mi cuenta.

Well between all this my account and my wife's closed with no possibility of reopening.

They are going to make a readjustment of my balance, that means that they keep it, right?

Bueno entre todo esto mi cuenta y la de mi mujer cerradas sin posibilidad de reabrir.

van a realizar un reajuste de mi saldo eso quiere decir que se quedan con el no?

Hello Ivan444,

In such cases, the casino usually refunds the last deposit. Could you please advise if the casino explain the reason of the closure?

Also as it is a new information that you and your wife played in the casino too I would have some additional question.

Did you and your wife use the same payment method? Did you both claim bonuses? Did both of you played any of the casino games together?

The bank account is obviously the same, we never claim any type of bonus, according to them, because I used the same payment method to close the account, I have already sent ownership and the cards are also in the name of both of us.

together we have never played it is true that sometimes we shared devices to play computer I mean.

They have already told me that they keep the money. It is to win something and problems already.

La cuenta bancaria evidentemente es la misma, nunca reclamamos ningun tipo de bono, segun ellos por utilizar mismo metodo de pago cierre de cuenta ya he mandado titularidad y esta a nombre de los dos las tarjetas tambien.

juntos nunca hemos jugado es cierto que a veces compartiamos dispositivos para jugar ordenador me refiero.

ya me han dicho que se quedan con el dinero. Es ganar algo y problemas ya.

Hello Ivan444,

It is a quite complicated case due using the same payment method. As long as it is owner by both of you and you are both able to verify your identity there shouldn't be a problem playing in the casino. However I understand the casino's point of view as many doesn't even allow multiple accounts within 1 household. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Hello Ivan444,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Golden Park Casino to the conversation to participate in the resolution of this complaint.

Well, they have already told me for using the same fraud payment method, although I have sent them the ownership of the account in the name of both of them, they do not care. After months without using the same payment method as soon as I earn something decent there is a problem, where the casino no longer has very good opinions, it leaves a lot to be desired.

Bueno a mi ya me lo han dicho por utilizar el mismo metodo de pago fraude, aunque les he mandado la titularidad de la cuenta a nombre de los dos les da igual.despues de meses sin utilizar el mismo metodo de pago en cuanto gano algo decente hay problema, donde el casino ya no tiene muy buenas opiniones, deja mucho que desear.

We would like to ask Golden Park Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello Ivan444,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Gaming Authority (https://www.ordenacionjuego.es/es/reclamaciones), follow the steps, and submit a complaint to them. The licensing authority has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter