Club Gold Casino Probems

[malle12345678]

Hey,

my name is malte and I live in Germany and my english isn´t that good. As mentioned in the topic I have problems with Club Gold Casino.

Namely I got an email today from their fraud departement which tells me that I have multiple accounts and because of this i won´t get my withdrawls of 1150€. But I asked before I deposited live support if it´s a problem to play with one of the accounts or should i let it be because of not get paying out and their terms. Support said that it is not a problem and I can play without any disadvantages. So I played there and won overall 1584€. My first win was 434€, second 550€ and last 600€.
My first win was payed out after one month in many parts. All in 20€ steps and in my opinion it took to long time.
Till now I was waiting for my second win which was requested on 24.02. Still not in my bank account and now I won´t get it. The last one is away too.

And whem I was asking for my second withdrawl I was connected to money departement. This guy told me that I have two accounts too but there will be no problems to get my money. I only should be more patient!

My problem now is why are they doing such things when they had known before that i have two accounts and when they say I can play without any problems. I would have never deposited when i would have known this will happen. I think it´s not okay!


I´ve read a lot bad things about this casino before but i wanted to give them a chance. But now I´m going to tell everybody bad things about this casino. My patience is now gone!

Greetings malte

 

[michielm1]

in T&C's its stated clearly that you cant have multiple accounts,
seems strange that their reps would say that its no problem, when in the meanwhile its an enormous breach of their T&C's... and not only theirs... its normal and applies to most online casino's.

why didnt you play with the account you already had?
do you have a chat transcript?

 

[malle12345678]

Yes I know what you are telling me. It´s completely against their t/c.

I´ve registered there again because i wasn´t sure if I have made one before. Right after this I asked Support if they could check if I have two accounts now and they told me yes you have but there wil be no problem to play. I trusted in this.

No I´ve not documented chat sessions. I only do not understand why it´s now a problem. Before i was just paying out amounts of 20€-60€ and there were no problems. Now 1150€. I think it´s because of the higher amount.

It´s not fair when they promise that it is no problem to play and then all of a sudden I´m suspended and my winnings are null.

It would be cool if club gold could send me the chat sessions which i had in the past, to prove everything i´m saying here.

 

[MisterBJ]

Are these winnings on your 2nd account with bonus money also?

 

[malle12345678]

all those winnings are on my second account.

The first account i´ve opened way before the second. And i´ve never payed in. It was like opened but never used.

In my actual account was the amount of 550€ without bonus in pending and 600€ in my balance with the bonus I got before. It was a deposit of 10€ with 25€ bonus. With those 35€ I´ve won 600€.

And it´s confusing me that after I´ve contacted Dino G. here at casinomeister my account at the casino was suspended. So if I hadn´t contacted him everything would be fine I guess.

 

[akrus88]

If the live chat says two accounts are no problem, it should not be. I have this happened me a couple of times with MGS casinos. Not sure if I had account allready, asked from the live help. If I had one allready I got it closed.

 

[Dino G]

Hey,

my name is malte and I live in Germany and my english isn´t that good. As mentioned in the topic I have problems with Club Gold Casino.

Namely I got an email today from their fraud department which tells me that I have multiple accounts and because of this i won´t get my withdrawls of 1150€. But I asked before I deposited live support if it´s a problem to play with one of the accounts or should i let it be because of not get paying out and their terms. Support said that it is not a problem and I can play without any disadvantages. So I played there and won overall 1584€. My first win was 434€, second 550€ and last 600€.
My first win was payed out after one month in many parts. All in 20€ steps and in my opinion it took to long time.
Till now I was waiting for my second win which was requested on 24.02. Still not in my bank account and now I won´t get it. The last one is away too.

And whem I was asking for my second withdrawal I was connected to money departement. This guy told me that I have two accounts too but there will be no problems to get my money. I only should be more patient!

My problem now is why are they doing such things when they had known before that i have two accounts and when they say I can play without any problems. I would have never deposited when i would have known this will happen. I think it´s not okay!


I´ve read a lot bad things about this casino before but i wanted to give them a chance. But now I´m going to tell everybody bad things about this casino. My patience is now gone!

Greetings malte

Hello,
Please note that the reasons were given in full to the player and I have personally gone through all the chats, and under no circumstances did we tell the player that even though he had multiple accounts, he was to get paid. We can provide the chat transcripts in the instance the player wants to submit a PAB.
Upon questioning the delay of his most recent withdrawal, the payment department had informed him in chat, there and then, about the other account and advised him that it was all under review and the he would be notified of the outcome shortly.
We did not come up with this at a last minute and if the player had respected terms, which on this aspect are not so uncommon to the industry, there would be no issue what so ever.
Maybe it is also worth mentioning that prior to this incident we were also receiving persistent pressure from another player from a German forum to payout quickly malle12345678 and that there was no need to check the details on the account. This of course made us initiate the security check with the outcome that has already been provided here. As mentioned to the player, the winnings have been voided and his deposits returned.
We find the comments of the player unfair as he was not tricked in any way. We always try to find solutions to such matters, as we have done for other players in this forum, but unfortunately not all can be solved in the same way.
Best regards
Dino G.

 

[michielm1]

Hello,
Please note that the reasons were given in full to the player and I have personally gone through all the chats, and under no circumstances did we tell the player that even though he had multiple accounts, he was to get paid. We can provide the chat transcripts in the instance the player wants to submit a PAB.
Upon questioning the delay of his most recent withdrawal, the payment department had informed him in chat, there and then, about the other account and advised him that it was all under review and the he would be notified of the outcome shortly.
We did not come up with this at a last minute and if the player had respected terms, which on this aspect are not so uncommon to the industry, there would be no issue what so ever.
Maybe it is also worth mentioning that prior to this incident we were also receiving persistent pressure from another player from a German forum to payout quickly malle12345678 and that there was no need to check the details on the account. This of course made us initiate the security check with the outcome that has already been provided here. As mentioned to the player, the winnings have been voided and his deposits returned.
We find the comments of the player unfair as he was not tricked in any way. We always try to find solutions to such matters, as we have done for other players in this forum, but unfortunately not all can be solved in the same way.
Best regards
Dino G.

game, set and match.