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.
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.
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.
that's a good one!
