Golden Lounge: confiscations, unresponsive CS

**maxd** · 4th February 2009, 10:35 AM

Over the past few months we have received a steady stream of complaints and PABs about Golden Lounge Casino (goldenlounge.com). Sometimes it is endlessly stalled payments, other times it is canceled accounts, and lately it's been multiple cases of denied winnings.

What are the justifications for these actions? That's the thing, more often than not it's pretty iffy. I've heard everything from "they used a bot" but they can't show anyone the proof to "that player has a website we think is inappropriate".

Lately they've seized assets on the grounds that AutoPlay (readily available at all times) was used while a bonus was in play. If AutoPlay is forbidden then why is it available during bonus play? How exactly is it the player's fault for using a feature the casino offers? Oh yes, of course, it is forbidden in the T&Cs, just like pretty much everything else.

And last but not least the service from Golden Lounge is despicable: when I take an issue to them I may get an answer in a week or a month or not at all!

Any single one of these incidents is probably not sufficient grounds to issue this Warning but when you put them together it adds up to this: Golden Lounge players are at the mercy of a hostile casino management. From what I've seen they'll use anything they can to deny winnings and lock players out. Deposits are usually confiscated, per those aforementioned Terms and Conditions of course.

At this point it is unlikely that Golden Lounge will be inducted into the Rogue Pit because most of their actions can be 'justified' under the umbrella of those T&Cs of theirs. Nevertheless it is my firm belief that players depositing at Golden Lounge are putting both their money and their trust in jeopardy.

**maxd** · 13th February 2009, 05:12 PM

The casino's representatives have since been in touch with us and have expressed a desire to clear things up, including a possible re-evaluation of the Terms & Conditions.

That work is yet to come but they have resolved at least one of the outstanding and unresolved PABs that prompted this Warning in the first place.

So far so good.

**maxd** · 6th August 2009, 07:15 PM

To the best of my knowledge all outstanding GL issues have been resolved and the record of issue resolution over the past several months has been very satisfactory.

Based on this I am withdrawing the Warning: things have changed and it's time to turn a new page.

**maxd** · 19th October 2009, 08:33 AM

And again we're back to the bad old days: PAB came in where a player had $2700 withdrawal in progress. They received an email stating "balance has been confiscated as per our Terms and Conditions" and that was the last they could get out of the casino. GL refused to respond to or even acknowledge the PAB.

Warning: Avoid Golden Lounge. Winnings are being confiscated without explanation or recourse. Customer Service ignores third-party (like us) efforts to assist the player's appeal. THIS IS A RECURRING PROBLEM.

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IMPORTANT UPDATE 20100212:

32Red has recently acquired Golden Lounge. Based on 32Red's stellar reputation and our faith in them to clean GL up I am hereby withdrawing this Warning.