promotion abuse BY GoldGate Casino (Sunny Grp)

[gidi42]

you can skip the intro and move to the problem after the below paragraph.

this is my first post in this forum, and like to thank all of you and the meister for all the knowledge in the past 4 years in the online industry.
I am not so young, more then 60, and used to play a lot in landbase casino.
but 4 years ago I had tried to play from home and got used to it...
from time to time I have the habbit to look at this forum in order to update and see what problems players have, and by that avoid problems.

now, for the first time in my online history, I have a problem and it is a big one.
on the 26th of May, received email from GoldGate casino about a promotion they have, 50% bonus on first deposit up to 1200$, and then 40% on the second deposit.
this is the place to tell that I play at this casino for the past 3 years, and as far as I know they like me a lot, I lost more then 2000$ in those years.
the problem that the email was without terms for this promotion, so I sent an email for an explanations. none got.
because I played a lot in this place and used to the regular terms of *10(B+D), only wagering purpose which remove after cash out, and regular prohibit games (roulette, craps and baccarat), and wanted to play that evening, I made a 1200$ and asked the bonus from their online software chat, which they did, and then I have asked again the terms, and they told me that it is *50(B+D), and as I remember correctly, no speacial game prohibit beside the regulars.
even thou it is a lot to play, I did not have something better to do that evening, so I played it.
after a long time and after I had finished those lot of terms by playing Video Poker, I have finished with the amazing amount of 9383$ after comps, and 8783$ after remove the 600$ bonus from my account.

a week later, I got an email state that I did not fulfilled the terms of this promotion and therefore, all my winnings were void and my deposit money was returned to my account.

for an explanation I have talked to Candy, the promotion manager, which told me that I did play enough but the terms was also no poker games, and becuase I played video poker all winnings were void...

I told her 2 things: first, I asked for the terms by email which did not get a reply, and by chat which told me otherwise, and second, that poker games is absolutely not video poker games (something completely different).
she told me that as far as she know poker is also video poker, and she do not know anything about email sent by me or terms explanation incorrectly, and therefore there is no change in their decision.

she also told me, and this is correct, that after I have received the bonus, I got an email with link to the terms. on this answer I can tell that this is not help because I started play before got this email, and as for their terms no matter what I have done after play one prohibit hand was played they have the right to void any winning, and second, I may be paranoid, but it was only a link and they could have change the terms after this week, even thou they told me otherwise.

I have asked later the chat history from the casino, but did not get it till now.

now, I dont know what to do, it was obvious that they decided not to pay me my winnings.
but for me it is a pure steal my biggest win this year.
1 - I have been played with known terms for 3 years without any problem.
2 - they had change the terms and avoided tell me that (by email and by chat).
3 - video poker is very much not a poker game as they are saying.

I am willing to play the "new terms" once again, but all I want from them is to return me my winnings.

I don't know who and how to complain to, and hope you guys can help me.
if you have more question on this problem, I am most welcome to answer you.
thanks
G

[vinylweatherman]

Really, offer a monster bonus to a regular player used to regular terms, then make it hard for them to find out if any different terms are in effect - certainly a bit dodgy.

To find it's a 50% sticky bonus at 50*(D+B) takes the P*** - you are clearly NOT expected to win with such a list of excluded games!!

This is effectively 50*(D+B) sticky, slots only. This is a no brainer - refuse such bonuses (probably why they didn't WANT you to know the T & C up front), it's only in the confirmation E-mail as a link, bit LATE then!!!!!

Sunny Group also spam the living C*** out of my E-mail address! The offers are a bit unbelievable (they neglect to mention that they are "sticky" in the mailers).

[Alexandre]

Sunny Group's spam e-mails are freaky.
I've wrote them 4 times to ask them to stop sending me those crazy e-mails (I've posted about that in the thread called "I'm gonna puke part 2")....never got an answer and they stil send me those e-mails.
The marketing people writting those e-mails are weird and incompetent.

[chuchu59]

Gidi42,

Can we have a look at the e-mail and live chat?

[mikepipe]

Hi Gidi,

some more informations might be helpful, but after all you wrote i think that they have the right to do what they did.
Its a completely different question if that is good style and if they should not better act more accurate or sensitive to keep you as a satisfied customer-

Morally you are on the good (sunny...) side, but for the money: i guess, the best to be expected is a new bonus with the same t+c s.
Maybe you ask them for one?

[gidi42]

let me answer for your questions.

Mikepipe - they offered me 400$ and I should play only slots for the same terms, meaning 90000$ to play.
I have found this offer insulting.
another thing, mike, dont you think that the poker issue and the new unexplained terms is a case?

as for chuchu59, I wrote in my long tread before that I have asked for chat history, and till now I did not get.
and the email I got from them, here it is below, you can see that the only place you can see the terms is "terms and condition apply", without any link to the terms (which is different from promotion to a promotion).
if you want the reply to this email that I ask for the terms, I can give you that as well -

Hello XXX

Candy here; how are you today?

Quick question I wanted to run by you...Do you get Promotions for all your casino accounts?
And if not would you like to?

You know with gambling sometimes playing on one account may not be the right one at the right time but if you happen to switch and try another, you may definitely double your earnings? It's something to think about isn't it?

I'm always trying to find ways to better my personal services to you and today I'm feeling the vibes that positive fortune will come your way. Are you willing to give it a shot? Okay let's do it together.

For today only; you will have the opportunity of playing on "2" two of your casino accounts.
You decide the one which will be first.

Providing my first deposit offer didn't make an impact; then switch to your second choice of account and play with the follow up Match Offer.

1st Deposit; receive a 50% Match up to $600 in bonus credits.
2nd Deposit; receive a 40% Match up to $480 in bonus credits.
Even across the board... To claim; forward to my place: bonus@sunnygrp.com

NB: If you will not be eligible to play on a casino account which currently has pending cashins.
Terms and conditions apply.

Btw......if you have any other email address I can send my exclusives offers to, please send it my way and I will update your information accordingly.

Until then; have a good time playing.

Best regards
Candy
Bonus Manager
Goldgate Casino
Sunny Casinos

[mikepipe]

[
Hello XXX

Candy here; how are you today?

Quick question I wanted to run by you...Do you get Promotions for all your casino accounts?
And if not would you like to?

You know with gambling sometimes playing on one account may not be the right one at the right time but if you happen to switch and try another, you may definitely double your earnings? It's something to think about isn't it?

I'm always trying to find ways to better my personal services to you and today I'm feeling the vibes that positive fortune will come your way. Are you willing to give it a shot? Okay let's do it together.

For today only; you will have the opportunity of playing on "2" two of your casino accounts.
You decide the one which will be first.

Providing my first deposit offer didn't make an impact; then switch to your second choice of account and play with the follow up Match Offer.



This is heavy stuff. Remind me a bit to the jackpot factory affair!


Yes Gidi, the poker issue is a point. A point of casino incompetence.
Therfore i said: try to get the same bonus again.
The t and c s- well - i ve read a lot of such cases here in the forum. And in more than 90% the casino didnt play the winnings. The good ones give you the bonus again - as a "sorry- we are right, but please stay with us" gesture.

Let s hear what the more experienced members hav to add to this. I dont play at the sunny group and i dont play any poker.

[gambling god]

This group of casinos is to be avoided at all costs. They have changed terms before, they also have the highest playthough on your initial deposit ( 200% ) of any casino at 50x and their promotions are so much garbage that they make me sick. " the apprentice casino" and that stupid boxer lady ect.Their sign up bonus ( $30 free ) allows you to only play the sunny slots , knowing you will never hit the jackpot, but they get your email address and thus the spam. Their service is sub par at best and their reply emails are standard and always the same. There are simpy better place to play at like global player casino or maple casino. I hope this gets dealt with but I doubt you will win even with bryan on your side because the terms did state what you could and couldnt do. Its bull s that video poker is considered poker but ....thats their loss. They simply dont think people will win and when the odds go more in a players favor they change the terms. I say stay away and ill make a point to post this on my site when it opens.

[gambling god]

Gold Gate Casino is a member of the Sunny Group of Casinos. The Sunny Group of casinos has been in the gaming industry for over 15 years and also own and operate land casinos in the Caribbean and Southern Africa. Our casinos were among the first casinos on the Internet in January 1997. We are very proud of our casino system, customer service and most important the speed we pay out our winners.

yep super fast - 4 days lmao !

We are also registered with the Online Gaming Association, Online Players Association, Gamblers Anonymous and The Internet Content Rating Association. Apart from these we also involved with various charities, the main one being www.aidschildren.org.

www.aidschildren.org ?

The place doesnt even come up, who are they trying to kidd ?

For claiming any bonus you are only allowed to play slots. Any winnings from other games using bonuses or Deposits made to get bonuses will be voided

If thats the case, why do they state this in the same terms and conditions ?

Promotional Bonus given MUST be wagered FIFTY (50) times the total amount deposited (Deposit + promotional bonus) BEFORE making any cash-in. (For example, if you play two hands of BlackJack and wager 5 credits on each, this represents a total of 10 credits wagered. If you win one of these hands and lose the other, your credit balance will remain the same; the amount wagered (10 credits) counts toward fulfilling your promotional obligation).

Seems odd to state rules for blackjack when all you can play are slots !

[gidi42]

after I saw the last post, I have looked again in the terms, and saw they have change it today!!!
before it was - "All games with the exception of: Any Poker, Any Dart Game, Baccarat, Sic Bo, Craps and Roulette could be played".
now I think that my paranoia was in place!!!
I really believe now that when I play there I could have played poker (surely Video Poker), and they have change it after that weekend (maybe in order not to pay me).
I really would like to get now my chat history and see what they have told me that weekend (I hope they wont change it as well).
if what I just wrote is correct, then this was unbelievable rigged action by their part, which I hope it is not the case.