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Thread: Markus VS Club Gold Casino

  1. #1
    Markus is offline Banned User - Violation of forum rule 1.10 - player fraud
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    Markus VS Club Gold Casino

    Hello,
    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:
    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:

    xhttp://www.clubgoldcasino.com/club-g...rms-conditions

    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 : support@clubgoldcasino.com
    Chat : Open a chat session from the Casino software lobby

    Kind regards,

    Chrys
    Club Gold Casino
    Turn Fun into Gold!
    On the same day I have responded with this email:
    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
    requirements:

    "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.


    Regards,
    Markus L.
    I didn't get any answer from Club Gold Casino.

    Then I have contacted the casino rep (CarmelCGC) here on Casinomeister and explained the situation. I got this answer from CarmelCGC:
    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.

    Regards

    Carmel
    I have responded with this message:
    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.


    Regards,
    Markus L.
    This message I have sent on Monday and I have still not got any answer!

    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.
    Last edited by maxd; 27th November 2013 at 10:36 AM. Reason: killed the link, didn't work anyway



  2. #2
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    hmmm...well usually you're not allowed to play VP with a sign up bonus but it should be listed that way on their terms page, but you're right, it isn't.
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  3. #3
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    Markus is 100% correct.

    Carmel, I'm really surprised that you did not take the time to read your own terms and conditions, as nowhere do they state that video poker is excluded.

    It is also irrelevant that he built his bankroll on VP and then played slots as both games are allowed and there was no "bonus abuse".

    Perhaps CGC meant to exclude VP, but they didn't, so its time to do the right thing and pay the player.

    (Of course if the OP played some other excluded games then this doesn't apply)



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    A very unprofessional reply from Carmel. 'The casino says this, the casino says that'. Its as if he/she didnt look into the matter and simply relayed the casino's stance which is already well known to Markus. If the ts and cs did not list vp as an excluded game then the solution is simple. Pay up! Take it as a lesson to remember drafting the terms more carefully in future.
    senseless gambling addict



  5. The Following 2 Users Say Thank You to chuchu59 For This Useful Post:

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    If I was the manager of the casino I would just be glad the person didn't win $50000. I say pay up and if it bothers the casino so bad then change the terms and conditions.



  7. #6
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    Quote Originally Posted by ksb11 View Post
    If I was the manager of the casino I would just be glad the person didn't win $50000. I say pay up and if it bothers the casino so bad then change the terms and conditions.
    Impossible anyhow - buried in the terms for the SUB is this:

    4.16. A welcome bonus is only valid in respect of Your initial deposit into Your Player Account. The maximum amount of winnings which may be paid by the Casino in relation to any welcome bonus shall not exceed the lower of EUR 5,000 or ten times the amount of Your initial deposit.
    So if you deposit $50 and get the SUB and win a jackpot and meet wagering, you're still limited to a $500 cashout.....? So if that's the case then Markus can only withdraw $250 Euros....?
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    I think the wording of the bonus terms are poorly written, but isn't VP a "fixed odds game"? The terms state "and all fixed odds games will not count towards wagering requirements."
    Without Snark there is no Spark!!!....Swampwitch



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    While it could be argued that vp is a fixed-odds game since 2 pair pay 2x, 3oak pays 3x etc. the same could apply to slots since a payline pays exactly what the paytable states. The only variables are random jackpots and progrssives as well as winnings from features at slots. Since they mention different games ie BJ,Baccarat etc. as excluded games they only have themselves to blame for not listing vp. As mentioned earlier, they should count themselves lucky we are talking about a cashout that is relatvely small. The casino should take it as a lesson earned and immediately amend the terms in case someone wins big in future.
    senseless gambling addict



  10. #9
    Markus is offline Banned User - Violation of forum rule 1.10 - player fraud
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    My understanding of "fixed odds" is that the won amount of a single bet has always the same relation to the stake of the bet. For example, Roulette is a fixed odds game, because if you bet $1 on a single number and the number wins, you always win $36. As opposed to this, Video Poker and Slots are not fixed odds games because a bet of $1 can result in different sized wins.



  11. #10
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    OK, Chuchu and Markus, both sound right. But, I still am not sure what "fixed odds games" means.

    Anyone?????
    Without Snark there is no Spark!!!....Swampwitch



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