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Resolved Golden Lounge Casino No Pay

Discussion in 'Casino Complaints - Bonus Issues' started by miho28, Aug 25, 2010.

    Aug 25, 2010
  1. miho28

    miho28 Banned User

    Hello everyone

    I am sorry I posted the same thread at no bonus issues, but I think that one belongs here.

    I am so sad after receiving an email from Golden Lounge Casino that I will not receive my first withdrawal and my winnings are subject to another 100 play through.

    Here's the story.

    I opened an account with Golden Lounge and made my deposit of 25 then I received 25 bonus automatically. I made the play through and requested a withdrawal for 710. Today I received the following email:

    In accordance with the terms and conditions of our bonus offer, please note that players are not permitted to claim the Welcome Bonus on more than one of our casino brands.

    We have noticed that you have already received this bonus on your Nedplay account.

    In accordance with the terms and conditions, we have confiscated the £25 bonus and the remainder of your withdrawal £685.00 is now subject to a further 100 times play through, and so the new playthrough amount you will have to meet before withdrawing is £68,500.00.

    I am sorry that I did not read the terms and conditions. I confirm that I have a NedPlay account and used a welcome bonus and cashed out and received my winnings. However I also have an account with 32 red created before my Ned Play and Golden Lounge casino accounts and I am sure I used the welcome bonus from 32red as well. Why then I was allowed to use the bonus from NedPlay and cashed out?

    I am really very sad and I will be happy if someone could advise me and help me on that issue. Please note that I did not place some large bets to take advantage of the bonus or so. Why are these additional 100 playthrough then.

    Please help
  2. Aug 25, 2010
  3. maphesto

    maphesto Dormant account

    Contact their rep Mark here!

    Good luck! I think you are in good hands when it comes to this issue! I have also received more than one welcome bonus from 32RED group.

    EDIT: Marks inbox is unfortunately full! He can't receive any new messages right now..
    Last edited: Aug 25, 2010
  4. Aug 25, 2010
  5. mattsgame

    mattsgame Ueber Meister CAG webmeister

    Web Master
    Clown Town
    I love 32Red and its my most played at casino.

    The problem I have with your story is the mere fact the bonus is added automatically. Is this not almost predatory? Casino's should simply not do this it causes to much trouble for the player and casino.


    Only new cash players are eligible for the new player welcome bonuses.
    These offers are valid for a player's first, second and third deposits only. Bonuses must be claimed before playing with your deposit and moving to the next welcome bonus.
    The maximum bonuses awarded are: 1st Bonus - £100, 2nd Bonus £50, 3rd Bonus £50 (or units of player's currency).
    The bonuses awarded will be automatically credited to a player's Bonus Balance and are subject to our bonus terms and playthrough requirements before being withdrawn. If you do not wish to receive the bonus, you will need to contact player support before playing. Click here to view full details.
    This welcome promotion is strictly limited to one new player per household even if there is more than one computer retained at the address. The identity of a user will be determined on the basis of all or any combination of the following: name, mailing address, e-mail address, IP address, credit/charge card number, computer, and any other form of identification which may be required.
    Golden Lounge welcomes players from all countries around the world (except for those prohibited). However, there are some players who wish to take advantage of this free chip welcome bonus offer. In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of the welcome bonus. Any winnings derived from bets larger than these limits before playthrough requirements for that bonus have been met will initiate a further playthrough requirement of 100 times the amount won. Click here for details.
    The casino may, at their sole discretion, change the terms and conditions for any reason whatsoever without notice to the end users. No correspondence will be entered into. Golden Lounge's decision will be considered final in the event of a dispute.
    32Red Plc owns and operates a number of casino brands and reserves the right to limit the number of new player Welcome Bonuses that may be taken up by a player across these brands in the following way. By claiming this welcome bonus offer at Golden Lounge, unless specifically and personally invited by any of the three other casinos operated by 32Red Plc, you are prohibited from claiming a welcome bonus at any other 32Red Plc-operated casino. To clarify, this personal invitation will only be sent prior to you opening an account at that casino and should not be confused with any other communication that you may receive having opened an account. For the avoidance of any doubt, if you claim this welcome bonus at Golden Lounge you are not permitted to claim the welcome bonus at 32Red, Dash Casino or Nedplay Casino unless you have a personal invitation from that casino.
    Should you contravene clause 8 in respect of claiming welcome bonuses at other 32Red Plc-owned casinos and claim a welcome bonus at any other 32Red casino (32Red, Dash or Nedplay), without an express invitation from the casino, then the bonus amount credited to your account will be forfeited and any remaining balance in your account at that casino will be required to be played through 100 times before any withdrawal can be made.

    As mentioned above you are in good hands at least and hopefully something can be resolved.

    will be watching with interest

    good Luck

  6. Aug 25, 2010
  7. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Head of Marketing
    32Red Marketing Dpt
    Hi miho28,

    Could you please send me your account number via PM and I will get someone to investigate this for you.

    @Maphesto - thanks for the PM, I had an email telling me my inbox was full.

    Kind regards,
  8. Aug 25, 2010
  9. coxwel

    coxwel Senior Member PABnononaccred MM

    the main point in the rules i guess is: unless specifically invited....

    iam also member on all 32red brands and deposited on 32red, nedplay, godlenlounge and could take up the welcome offer. on 32red and goldenlounge i was also able to withdraw on my first deposit. everthing went smooth.

    i have to say i received a clear invite for nedplay and goldenlounge, after they had been taken over, to receive the welcome bonus.

    so imo if it was granted to you it should be fine:confused: did you receive any ivites?

    anyway as said above iam sure the rep here will find a solution for you.


  10. Aug 25, 2010
  11. miho28

    miho28 Banned User

    Hi Mark

    Thank you very much !

    I have sent you a private message.

  12. Aug 25, 2010
  13. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    Told you so.....

    I tested Dash recently, and found that despite being ineligible for the bonus (32Red account), the system more or less FORCED it on me.

    First, I waited a while before depositing, and clarified the position with CS who confirmed that the rules made me ineligible. Despite this, I had not one, but TWO emails urging me to claim my deposit bonus of £50.

    I informed Pat at 32Red that this would lead players into the trap of claiming the bonus because it was offered to them, rather than going out of their way to reject it, or ask CS to remove it if added automatically.

    Well Pat.... I told you so, and it has now happened.

    The 100x WR is the standard penalty at 32Red for breaching the bonus rules. The restriction was placed on multiple welcome bonuses to prevent players going through all 4 brands and just claiming the welcome bonus at each.

    Since Mark's inbox is full, send a PM to Pat. Depending on the individual circumstances, you might get the decision relaxed.

    If you DIDN'T open an account at Nedplay, play only the welcome bonus, and then move on to Golden Lounge, you have a chance. If you WERE simply going through the new additions purely to get the welcome bonus, you stand little chance of reprieve.

    LOYAL players CAN have more than one welcome bonus, BUT this has to be agreed or "by invitation" BEFORE you open the account and deposit.

    The problem is that their system is not exactly "user friendly" because even though ineligible, players receive invitations to claim the bonus AFTER their account has been opened. Since the player has NOT received an invitation, they have no example of what such a communication looks like, so think that the email after opening the account IS a personal invitation to claim the bonus, presuming that if they were not allowed it, they would not be sent an email inviting them to claim it.

    Now that this has been brought up in the forum, I hope it will further clarify the issues for other potential players.
  14. Aug 25, 2010
  15. Mark_32Red

    Mark_32Red Affiliate Manager for Accredited Casinos

    Head of Marketing
    32Red Marketing Dpt
    Hi All,

    Just a quick note to let you know that the OP has had his withdrawal processed and a small bonus added as a gesture of goodwill.

    It's difficult to explain in a public forum, but this particular term was introduced after a spate of bonus abuse across our different brands and is usually ignored for genuine players looking to try their luck at another one of our casinos. The OP is a long-standing player at 32Red and this rule should not have been enforced on this occasion.

    2 people like this.
  16. Aug 25, 2010
  17. miho28

    miho28 Banned User

    I am impressed !

    I am impressed by the fast attention given to my problem.

    Thank you very much Mark !

    All have been sorted out and I will receive my withdrawal as I have been a loyal player at the 32group and didn't try to take advantage of the bonuses.

    I am happy to be a member of casinomeister thank you !!! :notworthy
    1 person likes this.
  18. Aug 25, 2010
  19. winbig

    winbig Keep winning this amount.

    re: automatic bonus

    imo, It's only predatory if it's automatic and cannot be removed, or if they don't tell you about it up front, as they do in this case...
  20. Aug 25, 2010
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    STILL At Leisure
    United Kingdom
    This is another "told you so". IF you are a loyal player NOT setting out to abuse the system, 32Red WILL review the decision.

    This is NOT an invitation for everybody to "try it on" because they now think they can get away with arguing that they intended to be loyal. It is still best to ask first whether you can have the bonus, which is EXACTLY how I started my test of this new system.

    The fact that the emails are still sent even though a player is ineligible is where I gave 32Red a "fail", because it would likely confuse players into believing they HAD been allowed the bonus, even if they HAD read the terms.

    In my test, I did NOT claim the bonus, but went on to test out documents and withdrawals. Both were a "pass". Pat then added the £50 after I sent him my markings so far, giving me the same explanation that Mark has just posted about the reasoning for this rule, and the fact that it can be waived for loyal players simply wanting to try out another of the brands.

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