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emails from golden riviera casino

Discussion in 'Online Casino and Poker Complaints - old section' started by AFlansburg, Feb 17, 2004.

  1. AFlansburg

    AFlansburg Dormant account

    Occupation:
    homemaker
    Location:
    minnesota
    just thought that someone might like to see these.... or not. lol

    ----- Original Message -----
    From: anita
    To: Accounts Golden Riviera Casino
    Sent: Wednesday, February 04, 2004 4:52 PM
    Subject: Re: HELP!


    I guess I should have known that something like this would happen if I ever won while playing here, based on the fact that you are NOT registered with the Gaming Commission. That alone should have told me something. Anyway, here is my story: The following is a list of deposits I made at your casino last month.

    1/3/2004 1065785 6015xxx5259 USD 60.00 60.00
    1/9/2004 1076668 6015xxx5259 USD 50.00 50.00
    1/31/2004 1120549 6015xxx5259 USD 20.00 20.00
    Total Credits 130.00


    The $20 deposit I made on 1/31/2004 was completely LOST. I then write you a email requesting my 20% firepay bonus on my deposits for the month of January($130.00), and you email me back stating that $4.00 has been credited to my account. So I write back asking why I did not receive the full 20%($26.00), and I wait 5 hours, and no one responds to my email. I then proceed to play the 4.00 credit, and run it up to $50.00 and I cash it out. I then receive a email from you saying "Please note that bonus can not be credited to purchases made before the cash-in." You then put my cashout back into my account, and email me telling me that "I have not met the wagering requirements". I play at a lot of microgaming casino's, and I'm well aware where my wagering level is at, I've been using "Playcheck" for years. I have NEVER EVER tried to cashout at any casino until I was well above the wagering requirements. Your Web site says " All purchase and bonus money must be wagered 11 times before cashing in.". does this mean that all purchases are combined, and carried forward?? Example: one day I buy in for 20.00 and lose, two days later I buy in for 30.00 and lose, a week I buy in for 40.00 and you give me a 8.00 bonus, now this is the tricky part, I would think that in order for me to cashout, I would have to wager (40.00+8.00 x 11) BUT I think you would say that the formula is (20.00+30.00+40.00+8.00 x 11). I purchased 20.00 on 1/31/2004, on 2/1/2004 you credited my account with 20% of that purchase i.e. 4.00. If your casino as like ALL other microgaming casinos the formula should be (20.00+4.00 x 11) = 264.00 my playcheck, (which I have cut and pasted to a text file), shows that I have played a total of OVER 600.00 so it's not even close to NOT meeting the wagering requirements. At this point, I would ask to speak to the manger/owner, but I'm pretty sure that you are one and the same. I'm hoping that you will make this right with me.

    Anita Flansburg




    ----- Original Message -----
    From: Accounts Golden Riviera Casino
    To: anita
    Sent: Wednesday, February 04, 2004 4:27 AM
    Subject: Re: HELP!


    Dear Anita,

    Please note that you did not wager enough to cash-in and that is why your money was reversed to your gaming account.

    Thank you for choosing our Casino.

    Regards
    Accounts Department


    ----- Original Message -----
    From: anita
    To: Accounts Golden Riviera Casino
    Sent: Wednesday, February 04, 2004 3:58 AM
    Subject: HELP!


    hi,
    Its me again, you offer 24/7 support yet no one returns my emails. Have I some how wronged you or what? I really dont care about the 20% bonus, but Im still wondering why you have returned my cashout to my account? I've been writing to you since early this morning, and no one responds. what kind of customer service is that? If you don't want to pay me, or can't pay me please let me know. I know that you have been in business for quite awhile, and I'm not trying to make trouble, So please HELP me understand what the problem is so I know whats happening. This will be my last email to you. if you dont respond, i'll assume that you have no ententions of paying me, and i'll have to look else where for a remedy. Please no that im not some trouble maker trying to cause trouble. Your site says 24/7 support, yet you have not replied to my emails in the past 24 hours. If you say 24/7 support, then give it.

    Anita


    the following is the first email i received regarding my cash out.

    Dear Anita

    Your cash-in has been returned to your gaming account, as you have not met the wagering requirements. You need to wager $3674 in order to qualify for the cash-in.
    Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with regards to your initial download bonus.

    All bonus and free money cannot be wagered on Roulette, Craps and Baccarat.

    We apologize for the inconvenience that this may cause, and wish you luck at our tables.

    Thank you for choosing Golden Riviera Casino.
    Kind Regards
    Accounts Department
    Golden Riviera Casino "For Sophisticated Online Gambling"

    HERE IS THE SECOND EMAIL I RECEIVED REGARDING MY CASHOUT.

    Dear Anita

    Your cash-in has been returned to your gaming account, as you have not met the wagering requirements. You need to wager $4224 in order to qualify for the cash-in.

    Wagers on BlackJack, Video Poker and SicBo will not meet wagering obligation with regards to your initial download bonus.
    All bonus and free money cannot be wagered on Roulette, Craps and Baccarat.
    We apologize for the inconvenience that this may cause, and wish you luck at our tables.
    Thank you for choosing Golden Riviera Casino.
    Kind Regards
    Accounts Department
    Golden Riviera Casino "For Sophisticated Online Gambling"

    as you can see, they are requiring me to play an addittional $550.00.
    and best of all, is the fact that these wagering requirments are on a $20.00 purchase plus a 4.00 bonus for a total of 24.00. they have a 11x wagering requirement so you do the math. lol so i pitched a bitch with Bryan, and the very next day 40.00 just DISAPPEARED from my account there. and it doesnt show anything in Playcheck or Cashcheck.

    I forgot to add the fact that i ONLY play slots and nothing else.
     
    Last edited: Feb 17, 2004
  2. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Hi AFlansburg,

    You should have heard something back from the casino by now.
     
  3. Golden Riviera

    Golden Riviera Dormant account

    Occupation:
    Casino Host
    Location:
    Golden Riviera Casino
    Golden Riviera - New Improved Cashin Procedure

    Dear Valued Golden Riviera Players.

    We understand that encountering these problems would cause great Frustration.
    Please rest assured that we are currently implementing a new cashin procedure that has already started taking effect and will be completed within the next couple of weeks.
    We are confident that this will minimize, if not eradicate the cashin problems completely.
    We are aware of the complaints, and are addressing each one of them individually as all our clients are valuable to us.

    We thank you for the input in this thread, it has assisted us greatly in improving our system.
    Once again, we apologize for any inconvenience caused, going forward, we endeavor to make your online gambling experience as enjoyable as possible.

    Sincerely,
    Vivien
    Golden Riviera Group Casinos
     

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