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Golden Axe – Withdrawal issues


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Golden Axe Casino Review.

Player's Complaint

I deposited about £300 I disnt recieve none of the bonuses that was promised I then had a lucky win so decided to withdraw my winnings I had to send documentation I dont have any photo identification but have birth certificate and bank cards proof of address etc i read the terms and conditions and it does not state anywhere that they will only accept photo identification if this had been the case I wouldnt have played this casino I also emailed and said I was happy to talk to someone as they do say in terms and conditions about phone verification I also have read a few reviews and they say the same thing about scam and dont want to pay out although they quick enough to take your money I hope you can help me I just want what I won fair and square I have tried to reason with them via email and explained that dont have photo identity numerous time and they last email they sent they said I am refusing to send the documents this is not the case as I have responded everytime and resent card image as was wrong previously I just want to resolve this but without me losing not only what I I deposited but what I won fair and square

Read the casino review

4 Responses

Aug 24, 2020

Hi bigmamma - welcome to!

As a UK citizen you should only be playing with operators that hold a UKGC license. Golden Axe Casino do not hold a UKGC license and as such are breaking UK law by accepting your custom.

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Before we can do anything to help you, you will need to be able to provide valid, government issued photo ID. Once you have obtained and submitted this let us know and we will follow-up with the operator.



Sep 25, 2020

Hi bigmamma,

Have you provided the requested ID?



Oct 02, 2020

Hi bigmamma,

I'm following-up on the above?



Oct 08, 2020

Hi bigmamma,

If we haven't heard from you by Friday the 16th of October I'll assume you no longer need our assistance and close this complaint.



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bigmamma consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Golden Axe
  • Prism Marketing

August 23, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.


The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.