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

[socrates]

Dear Casinomeister Members,

I hope you can help me, as I have been mistreated, given conflicting information, denied all my deposit and bonus, and experienced very suspicious behaviour from Golden Casino.

I recently took part in their "Triple the Madness" promotion which ran over three days; with seperate deposit bonusses available on each day. I looked at their terms and conditions before and after playing and it clearly stated that "let them ride" a poker variant was an eligible game. (I even have an email,
they sent me saying so - dated)

However on the third day, they changed these terms and now all the bonusses that I have already completed (before the change) have been denied. If they can change their terms; half way through they should suitably inform their players, but cannot do it afterwards and then claim all of the wagering and bonusses void so far (retroactively).

This is not the only problem; whilst I was playing I was able to check my WR, and could see everytime it decreasing clearly showing that I was playing an eligible game. If this had not been the case I would have stopped and asked, or played something different, or pehaps then requested a withdrawl forfeiting the bonus.

For the third bonus, I didnt have time to finish it off and then requested it be removed from my account (forfeited), but live chat informed me that I could not withdraw any of my money (deposit or bonus) until the WR had been met.
I have checked the terms and conditions before and afterwards and it clearly states that I can do this, I just have to forfeit the bonus and any winnings I had gained. If I was informed of this fact I would not have played on further.

After I had according to their casino software finished the WR I withdrew my money and in a few minutes time they requested a re-verification of my account. I had to send off recent ID documentation even though I have already done so before; this also seemed quite odd.
After this I received an email accusing me of playing Video Poker and blackjack (not the case) and that I had to wager everything a fresh before I could withdraw any of my money. I never played these games; only let them ride.

There is no way I will do this, as I have wagered an awful lot of money which according to the terms and conditions then, was legitimate, and according to their software I was also playing an eligible game. As you can see I was given conflicting advice causing me to do things which now are shown to be non-eligible and of course very costly.

I also have spoken to a friend of mine who hadn't even taken part in the bonus and yet was told he still can't withdraw his money either, for the same reasons. I am very worried and disgusted by golden casino, and hoping I can at least get some of my money back. I have never encounted anything like this or as suspicious with any online casino. It seems to me they were simply setting me up in order to take my deposit, make me wager on a game which they would afterwards deem uneligible and refuse my money.

I hope you can help and I've already directed my friend to post on this site too. If any one else has similar experiences of ideas please please post.

[socrates]

I have yet to send a PAB, but prior would like to hear peoples response, and if any one has had the same problem and had it resolved to post here with information.

I do not want to do too much without understanding my rights, and my position with regards to this situation. For example I don't want to simply claim my deposit back when I am clearly entitlited to compensation and/or the bonus. If I just claim my deposit back minus the winnings and bonus I will be at a great loss already.

[illwill31]

The very same thing happened to me too.
i deposited on the first day and receiveda 100% bonus. i played let them ride which was an eligible game when i started the bonus. i finished this bonus with a small gain.
the next day i deposited again claiming the bonus for the second day. i started playing le them ride again and clearly saw that my WR steadily declined. after i finished this bonus security sent me an email asking for my credit card details and id even though they have this already.
they locked my account until i reply.
i think that all of this is quite shady and the change of the t&c while im actually playing through the bonus is very unprofessional too imho.

if my money is stuck and i would have to play through the WR again (or even just through part of it) i would suffer a huge loss.

[winbig]

Originally Posted by illwill31

The very same thing happened to me too.
i deposited on the first day and receiveda 100% bonus. i played let them ride which was an eligible game when i started the bonus. i finished this bonus with a small gain.
the next day i deposited again claiming the bonus for the second day. i started playing le them ride again and clearly saw that my WR steadily declined. after i finished this bonus security sent me an email asking for my credit card details and id even though they have this already.
they locked my account until i reply.
i think that all of this is quite shady and the change of the t&c while im actually playing through the bonus is very unprofessional too imho.

if my money is stuck and i would have to play through the WR again (or even just through part of it) i would suffer a huge loss.

I'm assuming that you requested a withdrawal between the first and second day?

If so, don't all casinos have a clause in their T&C against making another deposit before a WD is processed? Every casino that I've played at won't let you do this. They require that you reverse the withdrawal request and play with that, and NOT make another deposit just to receive another bonus. I could definitely see how they could interpret that as abuse.

[socrates]

Originally Posted by winbig

I'm assuming that you requested a withdrawal between the first and second day?

If so, don't all casinos have a clause in their T&C against making another deposit before a WD is processed? Every casino that I've played at won't let you do this. They require that you reverse the withdrawal request and play with that, and NOT make another deposit just to receive another bonus. I could definitely see how they could interpret that as abuse.

I don't know what the other guy did who had troubles, but I know I requested a withdrawl to see how much I had wagered (this is the only way to find out fast how much is left to wager - it states how much you need to wager before withdrawing). However before the 2nd or 3rd bonus I reveresed this withdrawal and deposited an additonal 1k in order to get the next bonus.

[illwill31]

winbig,

the promo was designed to allow you 3 independent deposits up to $1000 each.

i requested a cashout after i met the 1st bonus' wr but redeposited this cashout request before depositing another 1000 on top.
i then claimed the 2nd bonus. all this was totally legitimate according to this promos t&c.
i had to go into live chat or phone them up each time and claim the 100% bonus manually.
i would have not been eligible for the 2nd bonus if i had not deposited again.
the promo would have allowed a third deposit after playing through the WR of the 2nd bonus as well but apparently i refrained from depositing again.
3 deposits in 3 days was the whole idea behind the promo so this is not abuse if they ask you to deposit 3times and "get up to $3000"

honestly i think they started to realize that the player had an edge if he played through the wr playing let them ride, paniced and decided to quickly change the t&c WHILE im playing.
then tell me some crap about locking my amount. i wasnt even up much.

this is close to scaming in my opinion and i still havent heard from them and dont know if i can cashout or not. and if i met the wr or not.

[illwill31]

ok its getting rediculous now.

without getting any notification my cashout just wasnt processed.

i received a mail right after my cashout request a few days ago claiming payment will be issued in 72 hours but when i checked my account just now the whole amount was in there again.
i cashed it out again and am going to phone them up tomorrow. this is definitely beyond rediculous. is nobody else experiencing any wierd activities with regards to the recent promo?

did nobody else use this promo at golden casino? i cant believe im the only one and i seriously have no clue whats going on.

[NextToYou]

Me and one of my friend have this issue too. We are PAB:ing today.

[socrates]

Seems like a big set-up, They even told me that their last change was last year December and that let them ride has been a un-eligible game since then.

However I have screen shots and other proof showing that this is completely un-true.

It looks like they offered a bonus, too many people got it then they changed their terms afterwards and tried to claim they were always like this and rendered all the wagering so far void. This is extremely suspicious, and stinks to high heaven to me. I hope the PAB can finally bring some joy to us all.

[Smirn0ff]

i'm having exactly the same problem, hopefully this can be fixed... if it were just a few 100$ i wouldn't care, but a 2000$ deposit + 2000$ bonus is nothing to sneeze at

i'm still trying to resolve this myself atm but i think i will need to PAB soon to have any hopes of getting my money out :/