Casino Complaint Golden Riviera Scam!?

[Big Fat Fish]

About a week ago, I recieved an email regarding a free 10$ No Deposit Bonus Golden Riviera Poker was running (it's all over their front page, http://www.goldenrivierapoker.com).

I downloaded the software (never played there before, and I soon found out why..) and went through the steps to get my free mini-bankroll. Within about 24 hours, they credited it to my account.

I ran well with it over about two days, and worked it up to around 350$. I decided to cash most of it out, via courier check.

Now, the next day I went to sign back on and play with my remaining funds, however my account was mysteriously locked out. (No mention of what was going on with my withdrawal)

I contact support via email, and 24 hours later, this is the response I get:

Thanks for supporting us here at Golden Riviera Poker!

Please be advised that your account was locked by our Security Department dueto discrepancies that were found on your account.

We hope you will find this in order. Golden Riviera Poker strives to ensure you the best online gambling experience, offering the craziest promotions all the time. We also back ourservices with a 24-hour toll free helpdesk service. Contact us 24 hours a day,7 days a week - if you have any queries or suggestions, visit our website.

Regards, Alex
The Support Team
Golden Riviera Poker

I immediately reponsed to this vague email, asking for specifics as to what discrepancies they are talking about.

48 hours go by, no response.

I attempt to contact the toll free number to speak with a live representative. The English option goes directly to a busy line every time. No luck.

I finally get on a live chat application with a representative, who again would not give me any specific information other than that that my account was locked, and my funds would be confiscated. Unbelievable.

You are now chatting with 'Alec'
Big Fat Fish: hi there
Alec: Welcome to the Casino Support Desk. How can I help you?
Big Fat Fish: my account was locked for some reason, and i can't gain access
Big Fat Fish: also, no one is responding to my emails
Big Fat Fish: so i'm starting to worry about my money and it's safety.
Big Fat Fish: (phone # is always busy, as well)
Alec: Which casino are you referring?
Big Fat Fish: Golden Riviera
Alec: One moment while I check my records please.
Big Fat Fish: thank you
Alec: As per our records your account had been locked by the Center of Fraud and Collusion as you did not adhere to the terms and Conditions of the poker network. Your accounts will remain locked and we will not accept any new account registration.
Big Fat Fish: what conditions?
Big Fat Fish: this doesn't make any sense at all
Alec: The Terms and Conditions you read and understood before signing up with Vegas Partner Lounge.
Big Fat Fish: I know, what condition was violated.
Big Fat Fish: Elaborate, please. Our is my money being stolen?
Alec: Unfortunately the information you are requesting I cannot disclose, if there were any outstanding funds in your account the casino will now confiscate them.
Big Fat Fish: wow.. unbelievable.
Big Fat Fish: Please provide me with a direct number
Big Fat Fish: to someone i can contact representing golden riviera poker
Big Fat Fish: You can't disclose to what means my account has been disabled, and why my money is being 'confiscated'?
Big Fat Fish: That sounds quite illegal.
Big Fat Fish: Provide me with a number to someone I can take this issue up with directly, please.
Alec: You may send us an email which we will forward to our securities department and procedures will follow further from there.
Big Fat Fish: I've already sent emails
Big Fat Fish: No one responds
Alec: You may contact the support desk on 888 652 39 87
Big Fat Fish: Sorry, the support desk doesn't work.
Big Fat Fish: I've already tried that for the past two days.
Big Fat Fish: It goes to a busy line.
Big Fat Fish: I need a direct number to to whoever is in charge of stealing my money.
Big Fat Fish: also could you please provide me with your personal information for my logs
Alec: The number I have provided is the support desks direct line.
Big Fat Fish: Alec, that's the public line listed on the website.
Big Fat Fish: Which, as I already stated, does not work.
Big Fat Fish: Give me a working phone number to contact.
Alec: The number I have provided to you would be for our American players, I could provide you with the United Kingdoms number but I do not know if it would still be toll free since you are from America.
Big Fat Fish: Go ahead and provide it for me, I'll look into the cost.
Big Fat Fish: Is the casino UK based?
Alec: The number is 800 731 42 95
Big Fat Fish: Thanks. Is this a common occurance? Players having their accounts locked and funds stolen without any specific information or explanation?
Big Fat Fish: Or will I be able to get more information, just that you don't have access to?
Big Fat Fish: My only concern is getting my money.
Big Fat Fish: At this point I wouldn't want to keep it on the site any longer anyway, considering the fraudulant activity that appears to be going on.
Alec: As stated above, you may send us an email and we will forward it to our securities department who will proceed from there.
Alec: Is there anything else that I may assist you with?
Big Fat Fish: Yes, please provide the email address I should send for the security department
Alec: Please send through your email to Help@vegaspartnerlounge.com
Big Fat Fish: okay, what is the timeline on response?
Alec: You will be notified accordingly.
Big Fat Fish: Well, I hope so.
Big Fat Fish: thanks for the information

I've emailed them again, and still are not getting any reply. They seem content to just pocket my winnings, please help!

[jas2587]

here is a email you can try

Banking@vegaspartnerlounge.com

even tho it has nothing to do with 777dragon
I have used this email before

777Dragon@vegaspartnerlounge.com

here is a link that you might be able to log into an get live chat
all you need is your acct# an password

https://bank3.valueactive.com/830/common/index.asp


Good Luck
Cindy

[maxd]

Also suggest contacting the representative, VPL, whom I'll alert to your post. If that fails please consider the Pitch-A-Bitch process: Golden Riviera is an Accredited Casino here so we should be able to get your complaint looked at and dealt with promptly.

[suzecat]

Originally Posted by Big Fat Fish

About a week ago, I recieved an email regarding a free 10$ No Deposit Bonus Golden Riviera Poker was running (it's all over their front page, http://www.goldenrivierapoker.com).

I downloaded the software (never played there before, and I soon found out why..) and went through the steps to get my free mini-bankroll. Within about 24 hours, they credited it to my account.

I ran well with it over about two days, and worked it up to around 350$. I decided to cash most of it out, via courier check.

Now, the next day I went to sign back on and play with my remaining funds, however my account was mysteriously locked out. (No mention of what was going on with my withdrawal)

I contact support via email, and 24 hours later, this is the response I get:



I immediately reponsed to this vague email, asking for specifics as to what discrepancies they are talking about.

48 hours go by, no response.

I attempt to contact the toll free number to speak with a live representative. The English option goes directly to a busy line every time. No luck.

I finally get on a live chat application with a representative, who again would not give me any specific information other than that that my account was locked, and my funds would be confiscated. Unbelievable.




I've emailed them again, and still are not getting any reply. They seem content to just pocket my winnings, please help!

Hello Big Fat Fish and welcome to the forum...........

I was wondering if you made a real money deposit at Golden Riviera at any time before you requested a withdrawal?
Their T&C for the $10 free are:


Terms and Conditions Applicable to $10 free offer

This offer may only be redeemed once per person.
Offer applicable only to new Real players.
This offer is only valid to real players who download the Poker Software - flash players will not receive this bonus.
Players need to register at least one credit card before qualifying for promotion.
This offer is valid at GOLDEN RIVIERA POKER only
Email: support@goldenrivierapoker.com to claim your $10.
Offer will be credited within 24 hours.
Should no activity (a purchase or raked play) occur on the player's account for 7 days after the $10 free sign up money was allocated, the $10 will be reversed from the player's account. You are required to play through the credits placed in your account as well as any deposit to cash out your bonus. This can be done by betting in a total of 100 raked hands. This doesn't mean you can't win with your credits, but that you must meet these criteria before cashing in your winnings. If you cash in your winnings before betting a total of 100 raked hands GOLDEN RIVIERA POKER has the right to remove all promotional credits that you may have received. Any cashin request before this will result in the bonus being removed and/or your cash-in will be token refunded to your casino account.
Offer only valid for players who registered after 31 March 2008 00h00 EST
Once a player has claimed the No Deposit Bonus promotion at this Poker Room, he/she is ineligible to claim it at any other of our Poker Rooms (Crazy Poker, Aspinalls Poker).

Normal terms and conditions apply

Hope this turns out in your favor.

[KasinoKing]

I would suspect this problem is due to the way all Microgaming casinos are on the same poker network.
If you have previously registered at any other MG poker room, they might view this as a 'duplicate account'.
Unfortunately they have a habit of taking several days to realise this, whereas you would have thought with modern software they ought to be able to detect it & act on it at sign up...

Anyway, do as MaxD says and I'm confident this will be resolved satisfactorily.

[winbig]

Originally Posted by KasinoKing

I would suspect this problem is due to the way all Microgaming casinos are on the same poker network.
If you have previously registered at any other MG poker room, they might view this as a 'duplicate account'.
Unfortunately they have a habit of taking several days to realise this, whereas you would have thought with modern software they ought to be able to detect it & act on it at sign up...

Anyway, do as MaxD says and I'm confident this will be resolved satisfactorily.

KK:

Sorry, but you're misunderstanding the rules...

You can have any number of accounts (at separate poker rooms, of course) on the Prima (now MGS) poker network. The rule they do have, however, is that you only use one alias on the network.

Even if that rule was broken, it is definitely not a reason for them to confiscate winnings. It's not one of the poker room's rules, it's the network's rule. And as long as both alias' weren't playing at the same table, or even logged in at the same time, it's hardly a case for collusion.

[KasinoKing]

Originally Posted by winbig

You can have any number of accounts (at separate poker rooms, of course) on the Prima (now MGS) poker network. The rule they do have, however, is that you only use one alias on the network.

Yes, sorry that's what I meant...
(I must not post after drinking...).

[Big Fat Fish]

Hello everyone, and thanks for the support. I went through the list of different sites of the MGS poker network, and do know that I played briefly on Crazy Poker a year+ back. I have no idea what my account number is there, but I am 100% certain that my alias on Golden Rivera is unique. I also never deposited there.

I did not make a deposit on Golden Riviera either, only entered my credit card information (as required for the 10$ promo). I wouldn't care less if they reversed the 10$ bonus at this point, my main concern is the other 340$+ they're trying to take.

[edit] Also worth noting, I ran the 10$ up very quickly, going 23-2 in HU SNG's, and then with a couple winning shorthanded cash game sessions.. [/edit]

Anyway, I got another vague email this morning, after my request for specific information regarding the locking of my account:

> Thanks for supporting us here at Golden Riviera Poker!
>
> Please be advised that you were found be engaged to actives that are not allowed within the Prima Poker Network by our Security Department, and we will be no further correspondence to be entered into regarding this matter.
>
> Golden Riviera Poker strives to ensure you the best online gambling experience, offering the craziest promotions all the time. We also back our services with a 24-hour toll free helpdesk service. Contact us 24 hours a day, 7 days a week - if you have any queries or suggestions, visit our website.
>
> Regards,
>
> Alex
> The Support Team
> Golden Riviera Poker
> Vegas Partner Lounge

I just responded this morning, after receiving it:

Dear Alex,

You have continued again to provide absolutely no information regarding this issue; other than stating that the Security Department has closed my account and seized my funds due to an undisclosed 'security' issue. Golden Riviera was more than happy to send me an email regarding the 10$ bonus, more than willing to take my credit card information and personal address; and more than willing to allow me to play and take rake over two days. As soon as I requested a cash out from your site (which, according to your software, was successfully processed), I mysteriously violated some 'secret' issue, which requires you to steal all of my money.

On top of that, you take over 48 hours to send back an email ridden with spelling and punctuation errors.

This email is to inform you that we _will_ have further correspondence. I have reported these apparent fraudulent and hidden activities of Golden Riviera Poker on the 2+2 forum, as well as Casinomeisters (Golden Riviera is an Accredited Casino here, so I will be in contact with your representative).

A report will also be filed to eCOGRA Player Dispute Mediation pending the issue not be resolved properly and professionally.

Thank you,

Big Fat Fish

[VPL]

Hi there,

After reviewing your situation, I discovered that you were locked out for registering multiple aliases on the Microgaming Poker Network, which is strictly against Microgaming's Policies, and it also states in our Poker terms and conditions that only one alias can be registered on the Poker Network.

The procedure we follow in such cases, is that any deposits are refunded, however, in this case, there were no deposits made, thus all winnings had been confiscated. Please also remember that the free $10 is also subject to promotion terms and conditions.

As a gesture of good will we are in process of liasing with the Microgaming Poker Network to try and have your account unlocked so that you can continue playing with Golden Riviera Poker.

I will personally keep in touch with you via email and keep you up to date as to the status on requesting that your account be unlocked on the Poker Network.

Best regards,

Curt
The Support Team
Golden Riviera Poker

Originally Posted by Big Fat Fish

About a week ago, I recieved an email regarding a free 10$ No Deposit Bonus Golden Riviera Poker was running (it's all over their front page, http://www.goldenrivierapoker.com).

I downloaded the software (never played there before, and I soon found out why..) and went through the steps to get my free mini-bankroll. Within about 24 hours, they credited it to my account.

I ran well with it over about two days, and worked it up to around 350$. I decided to cash most of it out, via courier check.

Now, the next day I went to sign back on and play with my remaining funds, however my account was mysteriously locked out. (No mention of what was going on with my withdrawal)

I contact support via email, and 24 hours later, this is the response I get:



I immediately reponsed to this vague email, asking for specifics as to what discrepancies they are talking about.

48 hours go by, no response.

I attempt to contact the toll free number to speak with a live representative. The English option goes directly to a busy line every time. No luck.

I finally get on a live chat application with a representative, who again would not give me any specific information other than that that my account was locked, and my funds would be confiscated. Unbelievable.




I've emailed them again, and still are not getting any reply. They seem content to just pocket my winnings, please help!

[Big Fat Fish]

Curt, thank you very much for your QUICK reply and explanation to this situation!

I wish everyone involved at Golden Riviera Poker was so helpful.

The multiple aliases must have come from years back, as I have not played on any Microgaming in quite some time. I have never made a deposit on any of them to my knowledge, so feel free to remove any outstanding old account on the network at another site. If my account is unlocked, I assume that my funds will also be returned in order?

Looking forward to hearing more from you regarding the issue, and sincerely appreciate the help and clairty on this issue!