on 1st November 2011 I did make a deposit of 25 Euro at Club Gold Casino and received a 150% bonus of 37.50 Euro. Then I have played Video Poker (2 Ways Royal) and several Slots until the wagering requirement was met. Then I have requested a withdrawal of 507 Euro.
On 7th November 2011 Club Gold Casino wrote me this email:
On the same day I have responded with this email:Dear Markus,
Thank you for choosing Club Gold Casino.
Upon reviewing your withdrawal request, we have found that you have initially accumulated your balance in games that are excluded from the wagering requirements of the bonus offer. Specifically, you had wagered on excluded games such as, 2 Ways Royal. This is strictly against our terms and conditions.
Club Gold Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal in the event that any part of the respective play bonus is wagered on any of the games which do not count towards wagering requirements.
You can find these terms in the following link:
Therefore we regret to inform you that we cannot proceed to the withdrawal processing stage. Your withdrawal request has been cancelled due to the above mentioned breach.
Markus, as a valued customer we have decided to return your NETeller deposit of €25.00 plus the bonus amount of €37.50 you had received and allow you to continue playing. I would strongly suggest to avoid playing any games that do not count towards the wagering requirements of the bonus.
Should you require further assistance please do not hesitate to contact us using one of the methods listed below:
Telephone : +1 866 765 3712 ( call charges apply for this number )
Email : email@example.com
Chat : Open a chat session from the Casino software lobby
Club Gold Casino
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I didn't get any answer from Club Gold Casino.Hello,
2 Ways Royal (or Video Poker in general) is not excluded from the
wagering requirements of the bonus offer. This is the part from your
terms that states what games are excluded from the wagering
"Bets places on all versions of Baccarat, Roulette, Sic Bo, Darts, Heads
or Tails, Blackjack (including Blackjack Switch and Blackjack
Surrender), Pontoon, Craps and all fixed odds games will not count
towards wagering requirements."
Because I have not breached the bonus terms I ask you to pay my winnings
of 507 Euro! Thank you.
Then I have contacted the casino rep (CarmelCGC) here on Casinomeister and explained the situation. I got this answer from CarmelCGC:
I have responded with this message:Hi Markus
The casino has informed me that in this particular case, you received the bonus, played on the Video Poker, which is one of the games excluded from bonus wagering requirements, and only after having built a bankroll through this game did you switch to playing the slots. This is regarded as bonus abuse, as per Terms and Conditions "Club Gold Casino reserves the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal in the event that any part of the respective play bonus is wagered on any of the games which do not count towards wagering requirements" which is why your original deposit and also in this case your bonus, were returned to your account, so that you could wager them on qualifying games.
This message I have sent on Monday and I have still not got any answer!Hello,
in the Terms and Conditions I don't find the term that says that Video Poker is one of the games excluded from bonus wagering requirements. Can you please quote this term? Thank you.
A very disappointing behavior from Club Gold Casino. I have clearly not breached the bonus terms, but they still confiscate my winnings. I wish I could PAB, but unfortunately I already did a PAB against another casino lately and Club Gold Casino is not accredited.