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Golden Riviera Casino stiffing me

Discussion in 'Online Casino and Poker Complaints - old section' started by UKDafoe, May 23, 2005.

    May 23, 2005
  1. UKDafoe

    UKDafoe Dormant account

    Location:
    US/UK
    I joined Golden Riviera casino back in mid February, depositing ₤100 and eventually losing it. I returned in April, making a deposit of ₤2500. I was fortunate to later make cashouts of ₤3000+ on April 26th and ₤150 on April 30th. Turns out a lot of trouble wouldve been saved had I lost that all.

    I received the usual emails that my cashouts would be processed in 1-5 days to my Neteller account. I had already had my identity confirmed at Slots Royale and RiverNile (same casino group.) On April 29th, I had two "declined" transactions from Golden Riviera to my Neteller account, both for the amount of my cashin. I called them to let them know of the problem and was told I needed to wait 1-5 Days. I waited. I called back and was then told my cashin had been "allocated" on May 3rd and it wouldl arrive soon. I waited. Still no money. I called back and was told the same thing, it had been "allocated" but there was a problem and I would get it soon. I kept waiting. I began sending emails about the problem letting them know that I had still not received the cashin. They quickly stopped responding to my emails. The last email I received from them was on May 17th telling me that my email had been forwarded to the relevent department and they would get back to me. Unsurprisingly, they never did.

    I finally decided to have it out with them and called them again just now refusing to accept anymore of the runaround and excuses they had been giving me. This time, however, I was told something completely new. I was told I had not been paid because I needed to send in my documents. In all my talking with them for a full month NEVER was I told the problem was with my documents. On May 6th (after the date my cashin had supposedly been "allocated") I received an email to upload various documents to their website.

    - Photostat copy of Identity Document (Passport/Drivers License)
    I uploaded my drivers license.

    - Photostat copy of Front and Back of Credit Card(s)
    I did not purchase by credit card.

    - Photostat copy of Utilities/Rent bill made out in your name to your registered residential address.
    I dont pay for utilities and as such do not receive any such bills.

    - Copy of your bank statement
    I uploaded a bank statement from December-January.

    - Bank Letter stating that your account is in good order.
    This is completely private information that is also entirely irrelevant to my business at any casino.


    So, not only did they mysteriously send my cashin on May 3rd, but they actually decided not to send it because my documents were not in order, even though I had actually provided them. As it turns out, although they NEVER informed me, they refused to accept my drivers license as ID because it expired in January. What they fail to realize is that an expired drivers license is still valid government ID. It simply means that my license to drive a motor vehicle has expired. Somehow the expiration of this ID makes my identity less real. Even more absurd is that my bank statement from December - January, 4 months ago, was too OLD. They want me to send one in from March! These demands are absolutely ridiculous, especially considering they only informed me of them today, when I called them! The accounts department rep informed me that if I did not provided updated documents they would not cashout any of my money. Interestingly, she did not consider this "Stealing" as it would be returned to my casino account. She also refused to allow me to speak to the verification department. And when I asked, she also failed to direct me to the "rule" that states expired drivers licenses and 4 month old bank statements are not valid ID.


    I am going to go ahead and scan for them updated documents although I feel that even doing this won't help. They have been BSing me for a full month now giving me excuse after excuse. All along their customer support has been horrendous. All they have given me are lies. I highly recommend that you avoid this casino group and I hope that it is never considered for CM's accredited list.
     
  2. May 23, 2005
  3. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    This is not acceptable conduct for a Seal casino, and although I think you should go ahead with your plans to scan ID in and send it as you indicate, I also believe that you should report this bad customer care to eCOGRA so that appropriate action can be taken against the casino in question, UKdafoe.

    In any case, if your re-scanned and updated documents do not result in immediate payment of what is owed, you should lodge a dispute at You must register/login in order to see the link. and let the FGA sort these people out.
     
  4. May 23, 2005
  5. Vesuvio

    Vesuvio Dormant account

    Location:
    UK
    :rolleyes: Most who play at Golden Riviera and River Nile know they have very poor customer service, are the slowest MG casinos to pay out & often make "mistakes" or come up with nonsensical reasons for delaying payments. I can't see how any "rigorous assessment" could fail to spot that. I'd certainly warn any players against making deposits of the size UkDafoe made there.

    On a practical note - if they do reverse your withdrawal just try withdrawing again. I once had a long e-mail correspondance with them as they were clearly (and absurdly) in the wrong in not processing my cash-in. They wouldn't budge and kept insisting I wouldn't be paid, but then I gave up arguing and just withdrew again and it went through no problem.
     
  6. May 23, 2005
  7. Lukas85

    Lukas85 Dormant account

    made silmilar experiences recently:

    cashed out 552 EUR (less than my deposit!) after meeting wr

    -> cashout returned to account

    contacted support various times - no response

    requested cashout a second time=>

    email from "verification@goldenrivieracasino.com"

    I deposited via Click2pay/moneybookers and it seems theyre not even able to send the money back to these two - or at least its not mentioned!

    Furthermore they ask for higly private information that are absolutely unnecessary....
     
  8. May 23, 2005
  9. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Lukas85 if you have not already done so I would immediately lodge a dispute at You must register/login in order to see the link.. These instances should be reported to help eCOGRA pick up on departures from its regulations.

    This online casino group had issues a couple years ago but since then I have personally been under the impression that they were acting in a fair and efficient manner as I have not seen any complaints on the fora. If this sort of bad practice is creeping in again it needs to be firmly dealt with and the sooner the better.
     
  10. May 23, 2005
  11. Lukas85

    Lukas85 Dormant account

    well, thats quite funny since Ive just talked to a german member of support there: He told me that the eCOGRA and their Terms and Conditions require these sort of information.
     
  12. May 23, 2005
  13. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    eCOGRA rules do not, as far as I am aware require anything more than the standard FATF anti-money laundering information that everyone involved in international financial transactions uses, so if he's asking for more than that it's likely to be a crock.

    Lodge a complaint and we'll see what eCOGRA have to say, although hopefully your mentioning that you are going to complain will get more positive and rapid action out of them than you have experienced thus far.

    Even so, I believe you should report these events so that these activities are reviewed.
     
  14. May 24, 2005
  15. Dirk Diggler

    Dirk Diggler Dormant account

    Occupation:
    Company Secretary
    Location:
    UK
    The request for a letter from your bank stating your account is in good order is as ridiculous request as it gets.

    As if any casino has the right to request this - apart from the hassle/cost involved in obtaining it from your bank it is absolutely none of their business.

    When I used to play here I had many problems every time I cashed in - not once was it processed without it being reversed first and me having to provide proof I had met the wagering requirements.

    I'm actually surprised that these meet eCOGRA standards - they don't reply to emails and lie to you wherever possible to try not to pay you.
     
  16. May 24, 2005
  17. unicorn40

    unicorn40 Dormant account

    Occupation:
    cold storage warehouse worker
    Location:
    Ontario, Canada....
    Golden Riviera Casino...

    And for any of you that were not involved in online casinos 3 or 4 years ago, this is a reminder that Golden Riviera Casino manager Manual Frank once posted the ACTUAL BANK ACCOUNT NUMBER of a player on the WOL board for everyone to see... and when taken to task for that brainless and totally unprofessional decision, he never even publicly apologized.

    Golden Riviera has had a rather poor history of paying winnings. Why eCOGRA gave them membership, considering their past history, is hard to understand.

    Seems like Golden Riviera has resorted back to their past unacceptable payment behavior. In my opinion, they are one of the worst Microgaming casinos, along with 'sister casino' River Nile.
     
  18. May 24, 2005
  19. ps2008

    ps2008 Dormant account

    Location:
    US
    I had the similar experience in Golden Rivera before. I requested cashin in January this year. They just simply put my withdrawal back to my casino account and did not even send me any email about the reason. After countless email, live chat with them, they just stop replying any of my email about the inquiry. After two months contact, I got chance to directly speak to one of their account manager. After arguing with her for about half hour, they paid me at last.
    This is the slowest payment I experienced in online casino -- about two months. Then I decided I would never play there again.
     
  20. May 24, 2005
  21. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    I'm keeping an eye on this thread and as a consequence of the posts that have been appearing here I contacted the FGA at eCOGRA this morning to ask why they were not raising hell with Golden Riviera.

    To my surprise, Tex Rees told me that none of the posters here have lodged an online complaint at You must register/login in order to see the link. regading this casino and that it is therefore difficult for her to commence an investigation of the casino without hard facts, user and account details and a complaint.

    Come on, guys...lodge those complaints so that this can be sorted out.
     
  22. May 24, 2005
  23. Chatmaster

    Chatmaster Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    South Africa
    This is an interesting thread...

    Our casinos also ask for this information if you withdraw over $3,000.
    - Copy of Identity Document (Passport/Drivers License) OR copy of Front and Back of Credit Card OR Photostat copy of Utilities/Rent bill made out in your name

    This is purely done for the protection of the player, to ensure that the correct person is withdrawing the money. Then I would like to add that it is done only once in order confirm the Neteller account involved belongs to the player in question. Unless the account details change...
     
  24. May 24, 2005
  25. Lukas85

    Lukas85 Dormant account

    well, I was just about to post, that I made the decision to await the answer from the casino representative I talked to about this issue yesterday. He seemed quite competent to me. I just sent him a mail stating the URL to this thread. Maybe he can get things sorted out. In case I dont recieve an answer within the next 24 hours Ill definitely fille out the dispute form at eCOGRA !
     
  26. May 24, 2005
  27. jetset

    jetset Ueber Meister CAG

    Occupation:
    Senior Partner, InfoPowa News Service
    Location:
    Earth
    Your prerogative, of course but if these apparent irregularities are not reported it is difficult for eCOGRA to take specific and fast action, as the FGA has said.

    If this casino is misbehaving it is important that it be brought back into line on the basis of complaint and current conduct... and the sooner the better
     
  28. May 24, 2005
  29. UKDafoe

    UKDafoe Dormant account

    Location:
    US/UK
    Yes, this is quite normal. However the extent of the documents Golden Riviera requests is absurd. Additionally, I had already had my identity verified for two large cashouts of similar size at Slots Royale and River Nile. What I did not mention in my first post is that I also have a pending cashout from April 26th of over 5000 Euros from River Nile and have experienced similar problems with. The cashin appears in my Neteller on the same day as my other, also as "Declined." Today I finally received a repsonse that I had not met wagering requirements, which was utterly rediculous. I responded asking how much I supposedly needed to wager and was responded to saying I had been paid on April 29th and I should have the money already.

    In my last phone conversation with their support, I was asked to if I could wait on hold. I agreed. After being on hold for 2 minutes they hung up the line. I called back, and when I asked to speak with the accounts dept again, I was told they were all busy. I told them I'd wait on the line and eventually was able to speak to them again. Not that it helped at all.
     
  30. May 24, 2005
  31. UKDafoe

    UKDafoe Dormant account

    Location:
    US/UK
    I have just filed a dispute regarding both my GR and RN cashins.
     
  32. May 25, 2005
  33. Chatmaster

    Chatmaster Dormant account

    Occupation:
    Online Marketing Specialist
    Location:
    South Africa
    UKdafoe,

    I hope you will keep us up to date to the outcome of this situation, Goodluck
     
  34. May 30, 2005
  35. BCarlisle

    BCarlisle Dormant account

    Occupation:
    retail sales
    Location:
    Adelaide
    They quickly stopped responding to my emails. The last email I received from them was on May 17th telling me that my email had been forwarded to the relevent department and they would get back to me. Unsurprisingly, they never did.

    I finally decided to have it out with them and called them again just now refusing to accept anymore of the runaround and excuses they had been giving me. This time, however, I was told something completely new. I was told I had not been paid because I needed to send in my documents.

    In all my talking with them for a full month NEVER was I told the problem was with my documents. On May 6th (after the date my cashin had supposedly been "allocated") I received an email to upload various documents to their website.


    This seems to be part of the whole "Golden" strategy. I had the same problem in that they ignored my emails and then decided to request ID. They then ignored the situation until I followed it up. Only then did they tell me that the ID I sent had been deemed unsatisfactory, on spurious counts of course.

    These demands are absolutely ridiculous, especially considering they only informed me of them today, when I called them!
    Ah, you too.

    The accounts department rep informed me that if I did not provided updated documents they would not cashout any of my money. Interestingly, she did not consider this "Stealing" as it would be returned to my casino account. She also refused to allow me to speak to the verification department. And when I asked, she also failed to direct me to the "rule" that states expired drivers licenses and 4 month old bank statements are not valid ID.


    This strikes me as absolutely ridiculous. All the casino should be looking for is a handle to put your online identity on. What you look like is irrelevant as is the status of the ID. They want an address so that you can't gnome them. They also need a DOB to avoid paying a minor. Sadly it seems they are just hoping you'll admit fraud, give up, reverse and lose, or otherwise allow them an opportunity not to pay, all the while gaining interest on what should be your money.

    Groups like this make the whole lot look bad, which is a shame for the reputable casinos.
     
  36. May 30, 2005
  37. tim5ny

    tim5ny Quit Gambling

    I'd like to hear what Robwin has to say about this casino. He's posted some screenshots with some huge wins from the Golden Riviera, and I've never seen where he ever complained about not getting paid. :confused:
     
  38. May 30, 2005
  39. chuchu59

    chuchu59 gambling addict CAG PABnonaccred

    Occupation:
    EXECUTIVE
    Location:
    SOMEWHERE IN ASIA
    I hope the result will not be akin to his name ie rob win.
     

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