[NO PROGRESS] Golden Casino refusal of Bonus and Deposit - retroactive terms change

[socrates]

Wily27 Did you lose money overall then ? Or did you not play anything ?

It would be really really bad if after they take 3000 away (or however much bonus you got) and you had to absorb any losses!!!

For example you deposit 1k, get 1k bonus, then play a little and your balance is at 1.5k and now they take the 1k bonus away and leave you with 500.

This would be out of order!!!!!! I hope maxd won't let this happen!

[illwill31]

REDICULOUS!!!!

i just received a mail saying that my cashout was processed.

they gave me $14 !!!
they simply took the bonus away and act like i only played with the original $2000 that i deposited and lost 1986.

i deposited $1000 twice and got a 100% bonus each time.
i wagered $40000 to clear the bonus.

LET THEM RIDE WAS ELIGIBLE.

they have no right to pretend that i gambled only with my initial 2000. they have to include the 2000 bonus money and send me another 2000.

casinomeister please intervene once again. this is getting out of control.

[wily27]

i deposited 3000 and got 3000 bonus , which is quite alot of money for me.
then i wagered thru their 60k wagering requirement and ended up at roughly 5500 which i deemed lucky with several good hands.
i was really happy about winning that much since i had blasted similar big deals before.
Now they subtracted 3000 dollar and i ended up with 2500 USD - 500 less than i deposited .

I feel i did nothing wrong here and had good experience with golden casino in the past - now i feel im getting robbed of 3000 dollar which is a huge blow to me ..... But even if i dont get all my winnings the least that should happen is that they pay me my 3000 USD deposit which was paid under the assumption they would stick to their side of the deal.

And it seems they did the same to several playing this deal ? just taking away the bonus AFTER the wagering was fulfilled which in almost all cases will result in a loss.

[NextToYou]

I got this message from support:

"Dear XXXXX

Thank you for contacting Customer Care

We are sorry for all this misunderstanding its a real shame however, we are glad to see you ended up winning since you have a pending cash out for $XXXX.XX, your account was approved for payouts yesterday so the money should be released soon."

The amount XXXX.XX is the amount I should get, so looks like my case is solved here now without any other actions. We´ll see. The only thing what is wrong in that email is that I suffered a net loss, not win, on this promo. So the amount XXXX.XX is less than I deposited.

[illwill31]

This is the mail i got:

"Dear xxx,

Hoping this e-mail finds you in the best of health,

I was taken a moment out to let you know that we went ahead and processed your withdrawal request and that we only removed the bonus amount that was added to your account.

..."

Originally Posted by NextToYou

I got this message from support:

"Dear XXXXX

Thank you for contacting Customer Care

We are sorry for all this misunderstanding its a real shame however, we are glad to see you ended up winning since you have a pending cash out for $XXXX.XX, your account was approved for payouts yesterday so the money should be released soon."

The amount XXXX.XX is the amount I should get, so looks like my case is solved here now without any other actions. We´ll see. The only thing what is wrong in that email is that I suffered a net loss, not win, on this promo. So the amount XXXX.XX is less than I deposited.

could you clarify this?
do you mean that after you completed the wager requirements your balance was less than your deposit? so since you suffered a loss anyhow they payed you?

if this is the case then they clearly have to pay everyone as well, that did not suffer a loss after meeting the requirements.

[NextToYou]

To clarify: My cash out amount is slightly less than what I deposited. So I suffered a net loss during this promo, yes.

Also, I have not received my cash out yet as I stated in my message above - I think I will receive it on Monday (next banking day it is). I use ewallets.

[markjacob]

This is rogue behavior, I hope that everybody here will never play at them again.

[maxd]

I'm sure you guys already know this but if you want specific attention given to your personal issue then you need to file a Pitch-A-Bitch (see link in my signature).

So far I only have two for GC which seems rather fewer than the people who've indicated having problems in this thread.

Without a PAB you're only going to get as much attention as the casino pays to this thread. Often they don't have the manpower to do that regularly.

[Smirn0ff]

i made a second withdrawal attempt after talking to live support, but that has been pending for 5 days now without any further communication from them, so I'll be filing a PAB tonight. i hope for all our sake's that everyone else will do the same.

[NextToYou]

Yeah, now this is completely ridiculous.

First they send me that apology email (quoted above) and promised to process my cash out of $1880.


But now, a moment ago, I received this email:

"Dear XXXXX,

Hoping this e-mail finds you in the best of health,
I was taken a moment out to let you know that we are processing your withdrawal request and that we have gone ahead and only removed the bonus amounts that were applied to your account.

If you have any questions and or any further need of assistance, please feel free to contact us TOLL FREE at 1-800-980-7818.

Thank you
Alexis
Customer Care
Golden Casino"


So in other words: We have gone ahead and robbed $2000 from your withdrawal of $1880 so that actually we won´t send you a dollar. Remember - I deposited $2000 for the promo and had net loss after meeting all the wagering requirements, so my ending balance was $1880. I am happy to take that amount or of course my deposit of $2000 is OK too, LOL.

I PAB´ed earlier already, in between I was given hope that they had gone to their senses and would process the cash out, but now they decide to rob it again!

I have send updates to my PAB to Max via PM - hopefully he takes on these PAB´s asap. Thanks.