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Can we trust gold club casino support?

Discussion in 'Casino Complaints - Bonus Issues' started by frafi, Nov 4, 2007.

    Nov 4, 2007
  1. frafi

    frafi Full Member

    Occupation:
    typesetter
    Location:
    Germany
    I have lost money because of a false promise of the costomer service of gold club casino.
    I was playing blackjack on the octoberfest bonus because of this email.
    After meeting the wagering requirements the remaining money is still pending and now they say bj is not allowed.
    Is this email from support not valid anymore or what?
    Should I ask twice to different people in the future?
    This is the original email form support:

    Dear Mr XXXX,

    Thank you for contacting Gold Club Casino support.

    Regular terms and conditions apply for this bonus and you can read them here; You must register/login in order to see the link., under Customer Service and Terms and conditions.

    The bonus needs to be wagered 40 times and blackjack is allowed.

    Feel free to contact us again if you have any further questions.

    Best regards,

    Carolina
    Gold Club Casino Support
     
  2. Nov 5, 2007
  3. peteyweestro

    peteyweestro Senior Member

    Occupation:
    medical biller
    Location:
    So Cal...Antelope Valley
    if that email is what they sent then you should get paid i would think
     
  4. Nov 5, 2007
  5. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    Can we also see the correspondence where they now say that BJ is not allowed.
     
  6. Nov 5, 2007
  7. frafi

    frafi Full Member

    Occupation:
    typesetter
    Location:
    Germany
    "we gave you the wrong information"

    this is the last email from them:

    Dear Mr. XXXX,

    Thank you for contacting Gold Club Casino support.

    With regards to your email unfortunately we need to inform you that we gave you the wrong information. Please note that Blackjack is an excluded game.
    You can find this information on our Homepage:

    "Play at any Blackjack, Roulette, Pai Gow Poker, Craps and Mini Baccarat
    game is restricted until you have met our wagering requirement. If you play
    on these games before meeting our requirements, then you agree that the
    casino holds the right to void any winnings made from these games at our
    discretion."

    You must register/login in order to see the link.

    You find the terms and condition when you click on customer service and from
    there you can locate terms and conditions.


    Best regards,

    Franziska
    Gold Club Casino Support
     
  8. Nov 5, 2007
  9. SlotsWizard

    SlotsWizard Dormant account webmeister

    Occupation:
    I currently work for the Wizard of Odds
    Location:
    North of Antarctica
    They needed to be added to the rogue list because of this. They messed up, not you. They need to take responsibility for it, and they're not. Don't play there again.

    I would even go so far as to say that they probably intentionally said that blackjack was allowed, just so they could pull this stunt after the fact.
     
  10. Nov 5, 2007
  11. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    This is ridiculous. They sent you an e-mail stating explicitly that BJ is allowed. After you win, they now tell you unapologetically that wrong info was sent to you and only what is stated in the homepage would prevail. This is absolute nonsense. Frafi, demand the money from them as you are 100% in the right. If that goes nowhere, Pitch a Bitch with Bryan when the service resumes on 8 November. This sort of answer from the casino really makes me laugh and they are cheeky enough to admit an error so unahamedly.
     
  12. Nov 5, 2007
  13. frafi

    frafi Full Member

    Occupation:
    typesetter
    Location:
    Germany
    Thanks for your opinion Chuchu, I will wait until nov 8th in the hope Bryan can do something about it.
     

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