Golden Lounge complaint

jack il nero

Dormant account
Joined
Jan 8, 2009
Location
Milano
this casino doesn't pay. I have deposited, claimed the bonus of 100% and met wager requirements. After 4 days they refund my deposit and avoided all winning, saying that i am a bonus abuser. i haven't never played into this casino and i have met wager requirement playing to slots. What abuse have i made?? mah, i don't understand. Do you know who i can contact for this dispute?

thanks
Jack
 

thelawnet

Dormant account
Joined
Apr 4, 2005
Location
UK
this casino doesn't pay. I have deposited, claimed the bonus of 100% and met wager requirements. After 4 days they refund my deposit and avoided all winning, saying that i am a bonus abuser. i haven't never played into this casino and i have met wager requirement playing to slots. What abuse have i made?? mah, i don't understand. Do you know who i can contact for this dispute?

thanks
Jack

Could you clarify EXACTLY what you did?

I.e.:

1. How much did you deposit, and in what currency?
2. How much bonus did you get?
3. What games did you play (list ALL games), and what stake, in what order?

E.g.,

'I deposited 200, I got 200 bonus, I then bet 400 on red on Roulette, and then I played 'Thunderstruck' at 4.50 per spin, I cashed out 760 in total'

Please don't miss anything out.....
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
I played before Christmas, took advantage of 3 bonuses, followed the T&C's and was paid, communication was not great, made my w/d on December 15th via wire transfer, checked back in a few days and they had said they had released the funds on the 17th, heard nothing and on the 27th they sent me an email stating the wire transfer had problems and they sent a cheque plus put $50 in my acct for the hassles, I did recieve the cheque on the 29th and it was dated for the 17th as they had said. I guess I am one of the lucky ones.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
FWIW we have a few outstanding PABs on these guys. As the others have said, communications are not good and they are not particularly cooperative. In fact they're getting dangerously close to Rogue-ish. :mad:
 

me_and_ed

Paleo Meister (means really, really old)
CAG
MM
Joined
Jun 2, 2006
Location
Vancouver
FWIW we have a few outstanding PABs on these guys. As the others have said, communications are not good and they are not particularly cooperative. In fact they're getting dangerously close to Rogue-ish. :mad:


You know things are getting pretty bad when you cant even trust M/G's anymore, they used to be the most trusted out there, WTF is going on???
 

tofu23

Banned User
Joined
Apr 11, 2008
Location
Sunshine
this casino doesn't pay. I have deposited, claimed the bonus of 100% and met wager requirements. After 4 days they refund my deposit and avoided all winning, saying that i am a bonus abuser. i haven't never played into this casino and i have met wager requirement playing to slots. What abuse have i made?? mah, i don't understand. Do you know who i can contact for this dispute?

thanks
Jack

A similar Golden Lounge Casino complaint was met with this response:

"Dear Mr.xxxxx,

As stated in the terms and conditons:"If the casino deems that the autoplay feature has been used for the purpose of meeting bonus account wagering requirements, Golden Lounge reserves the right to void winnings. "

The play check file sent on the previous email shows that some of spins have less than one gap between. This cleary states that you have used the auto play."


The banning of auto-play and/or Bot-play has from the outset been recognised throughout the online playing community as an illicit contrivance of the highest order. It is time for all this nonsense to be brought to an end.

The appearance of contrived T+Cs that prohibit arbitrary behavior, such as auto-play or Bot-play, for no other demonstrable reason other than to deny otherwise legitimate winnings, needs to be recognised as "rogue" by the wider online casino industry (including casino operators and affiliates).

Predictably, the auto-play ban bush fires lit by the likes of Casino Club, Casino Rewards and Betfair, carry the potential to sweep across the online landscape. And I suggest they will morph into T+Cs with a little more imagination than just crude bans on such things such as auto-playing bots.

You give these greedy corporates an inch and they will take the playing sop for a country mile.

Accordingly, "rogue" T+Cs need to be met with zero tolerance. Putting casinos that carry "rogue" T+Cs on such things such as "accredited casino lists" is suicide for the online player.

..
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
I used a freespin promo there, this was a special promotion via affiliate, recieved freespins, played them and won about 30.00. Those credits were transferred to my bous account. So far- so good. I played the 30x wagering requirement and cleared the bonus ending up with 650.00.

After that, they denied to pay me cause one is not able to withdraw winnings made from freespins.

This casino will never see me again.:mad:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
I used a freespin promo there, this was a special promotion via affiliate, recieved freespins, played them and won about 30.00. Those credits were transferred to my bous account. So far- so good. I played the 30x wagering requirement and cleared the bonus ending up with 650.00.

After that, they denied to pay me cause one is not able to withdraw winnings made from freespins.

This casino will never see me again.:mad:

A pretty pointless promotion then, might as well use fun mode, and give yourself as many free spins as you like.

The casino has saved 650, but have proved that they will offer a promotion based on real money play, but one a player cannot win from. If you lost the 30, they would no doubt offer you another bonus, and you would never know that you had no chance whatsoever of winning from the free spins promotion.

If they paid the 650, they can not guarantee you will play again, but they stand a fair chance you will, and furthermore, you would not be telling forum readers that they cannot be relied upon to pay out on a specific promotion, which casts doubt on their willingness to pay on ANY promotion.
 

cyprean

Banned User
PABnononaccred
Joined
Jul 31, 2006
Location
Sun/Moon
I used a freespin promo there, this was a special promotion via affiliate, recieved freespins, played them and won about 30.00. Those credits were transferred to my bous account. So far- so good. I played the 30x wagering requirement and cleared the bonus ending up with 650.00.

After that, they denied to pay me cause one is not able to withdraw winnings made from freespins.

This casino will never see me again.:mad:


Very rogue.
 

Golden Associate

Dormant account
Joined
Feb 10, 2009
Location
London
Intro and update on some issues raised

Hi there,

My name is Kamiel, and I am the representative for Golden Lounge, handling all problems and disputes raised. Should you have any issues pending with Golden Lounge, please direct these to my attention, either via private message or email. I will do my best to assist where I can.

I would like to provide you with an update on some of the issues raised here:

AutoPlay feature dispute:
I would like to confirm that the rule governing the use of AutoPlay while playing with a bonus has been removed from ALL bonus related terms. Added to this, the issue of the player who was denied his withdrawal based on the above rule, as posted here by tofu23, has been paid his original withdrawal made.

Seaman63:
I used a freespin promo there, this was a special promotion via affiliate, recieved freespins, played them and won about 30.00. Those credits were transferred to my bous account. So far- so good. I played the 30x wagering requirement and cleared the bonus ending up with 650.00.

After that, they denied to pay me cause one is not able to withdraw winnings made from freespins.

This casino will never see me again.

Please note that the reason you were denied your withdrawal was not due to the reason given by the customer service rep you dealt with - that response was incorrect. The reason your withdrawal was denied was due to the fact that, as per the terms, a deposit has to have been made prior to winnings from a bonus being withdrawn. This measure was put in place to deter bonus abusers from abusing the offer.

You are welcome to review the terms here:
You do not have permission to view link Log in or register now.


jack il nero:
I would like to investigate your dispute in greater detail, so please can you send me your casino account number? You can email me or send via private message. I will investigate further and get to the bottom of this matter as soon as I can.

I hope that I have managed to bring some closure to some of the issues / disputes raised. As said before, I will do my best to assist in any way I can. I would also like to state that Golden Lounge casino is by no means a rogue casino looking to exploit any player/s. Although the vast majority of players are honest and purely seek to play fairly and to be treated as such, there are also those who will seek out any means to abuse and exploit any online casino, especially those who are new to the market.

Kind regards,

Kamiel Mahomed
Affiliate Program Manager / Casino Disputes Liaison

kamiel@goldenassociate.com
 

Seaman63

Full Member
PABnononaccred
Joined
Dec 16, 2006
Location
wild south
Please note that the reason you were denied your withdrawal was not due to the reason given by the customer service rep you dealt with - that response was incorrect. The reason your withdrawal was denied was due to the fact that, as per the terms, a deposit has to have been made prior to winnings from a bonus being withdrawn. This measure was put in place to deter bonus abusers from abusing the offer.

Well..I made a deposit but the winnings of 650.00 remained in my bonus account and were not able to be withdrawn.
Like i said before, I cleared the wagering requirements of the 31.96 that I won from the freespins.
So why I had to wager the 650.00 again 30x?
Needless to say I lost everything while trying this!
 
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