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GoldenCasino.com owes me $14k. No response to emails...

Discussion in 'Casino Complaints - Non-Bonus Issues' started by zach.vincent, Dec 5, 2006.

    Dec 5, 2006
  1. zach.vincent

    zach.vincent Dormant account

    Occupation:
    Student
    Location:
    West Coast
    I played at onlinecasino.com (late septt, early oct) beore the US law was passed, got the signup bonus and ran it up to $3000 or so playing VP. I completed the rollover requirements. I cashed out, they of course wanted bank statements and utility bills and ID and stuff, which I didn't send in right away.

    After they stopped offering games to US players, they moved my account to goldencasino.com in mid-november and sent me login information.

    I logged in with no problems and saw my full balance there. I started playing Let it ride, and hit a big win getting my balance to around $15k. I cashed out 14k and lost the rest chasing another big win.

    They sent me an email right after the withdrawal request asking for ID, utility bill and bank statment (this was Nov 21st). I responded 15 minutes later with scanned JPEGs of the documents they wanted and attachd them to the email (email sent back to This email is not visible to you.).

    Nov 30th, I still has not heard anything from them, nor did I see any deposits from them into my Neteller. So I emailed them again and asked what was going on and why it was taking so long.

    No response.

    Yesterday I sent them ANOTHER email to both This email is not visible to you. (their support email) and to This email is not visible to you. (their tech support email), with my documents attached again and still have not heard anything back.

    What should I do? Do they have a rep on here? Is this normal behavior for them?

    Zach
     
  2. Dec 5, 2006
  3. TurkishBoy

    TurkishBoy Banned User

    Occupation:
    electrician
    Location:
    new york
    i ahd same problem with goldenpalace

    hi i had same problem with goldenpalace i opened account in goldenpalace.com than they re moved me to goldencasino..but finally i got my funds from them you can call customer phone which is 1 800 980 7818 keep call..godd luck man
     
  4. Dec 8, 2006
  5. zach.vincent

    zach.vincent Dormant account

    Occupation:
    Student
    Location:
    West Coast
    Well I got a response when I emailed This email is not visible to you. so looks like anyone looking to get ahold of them by email should use that email address instead of This email is not visible to you.

    I'm working out some details with my documents and I'll post again when I get an update from them.
     
  6. Dec 15, 2006
  7. blackjackguide

    blackjackguide Dormant account

    Occupation:
    Self Employed
    Location:
    USA
    You should be ok from this group, they are very reputable, if you have any problems PM me and I maybe can help you out.
     
    1 person likes this.
  8. Dec 16, 2006
  9. worldly

    worldly Dormant account

    Occupation:
    manager
    Location:
    United States
    so do emails from This email is not visible to you. or This email is not visible to you. even work as I never get any responses and have heard others having the same problem.
     
  10. Dec 16, 2006
  11. sonneti2

    sonneti2 Dormant account

    Occupation:
    Poker Player
    Location:
    Belfast
    I have a pending cash out from 7 days ago, i've yet to recieve even a confirmation email.. I tried emailing them a couple of times but havent had a reply yet.
     
  12. Dec 16, 2006
  13. MCR11

    MCR11 Dormant account

    Occupation:
    Part time Poker Player
    Location:
    USA
    i also have never gotten a response from these guys by e-mail
     
  14. Dec 18, 2006
  15. sonneti2

    sonneti2 Dormant account

    Occupation:
    Poker Player
    Location:
    Belfast
    10ish days now and still no email, no money, nothing at all.

    I had sent an email to their support address before I created an account at goldencasino and had a reply within a couple of hours.. so obviously the new emails are being ignored.

    Is there anyway I can phone this casino from the UK?
     
  16. Dec 18, 2006
  17. zach.vincent

    zach.vincent Dormant account

    Occupation:
    Student
    Location:
    West Coast
    Paid 8k today of the 14k (their max weekly cashout).

    They required me to send in an old copy of my bank statement and utility from before i moved, and had me deposit with neteller ($20) in order to link a neteller account to my GC account (as much as I wanted an 8k overseas check otherwise :eek2: )

    going fine so far
     
  18. Dec 19, 2006
  19. SKUNX

    SKUNX Banned User

    Occupation:
    Sales
    Location:
    Costa Rica
    Good to hear and congrats on the win please keep us updated
    :thumbsup:
     
  20. Dec 20, 2006
  21. sonneti2

    sonneti2 Dormant account

    Occupation:
    Poker Player
    Location:
    Belfast
    I got paid today aswell. 11 days since requesting.

    Also got a reply to emails that I sent to all 3 addresses within 20 minutes.. reply was from This email is not visible to you.

    Reason for delay was they were "checking my documents" the ones that I never sent, so I assume these must have beem from goldenpalace.com
     
  22. Dec 20, 2006
  23. wangpoker

    wangpoker Experienced Member PABnononaccred2 webmeister

    Occupation:
    affiliate marketing
    Location:
    Ontario/Canada
    not bad you got paid.

    I requested a cheque from neteller on Dec 8 and haven't received it yet. The cheque will be on hold in my bank account for at least 5 business days.:mad: :mad:
     
  24. Dec 26, 2006
  25. zach.vincent

    zach.vincent Dormant account

    Occupation:
    Student
    Location:
    West Coast
    PAID!!!!

    That wasn't too bad... just got my last payment yesterday (merry christmas, Zach!).

    I think it's worth it to post the screenshot that lead to it now... this has been on a few forums posted by my friend, but I think that you guys deserve to see it (i'm like a proud father)
     
    5 people like this.
  26. Dec 26, 2006
  27. winbig

    winbig Keep winning this amount. webby PABnononaccred

    Occupation:
    Bum
    Location:
    Pennsylvania
    Awesome shot, thanks ;)
     
  28. Dec 27, 2006
  29. lnspin

    lnspin Senior Member webmeister

    Occupation:
    Webmaster - Mygamblinglife.com
    Location:
    WorldWide
    Wow , Amazing hit , Great

    They are a pretty good outfit , be it they pay a little slow and customer service can be better .
     
  30. Feb 1, 2007
  31. PurpleTurtle

    PurpleTurtle Dormant account

    Occupation:
    self employed
    Location:
    Florida
    Golden casino not paying

    I used to play on party Poker and party Casino...but they no longer allow it. I found Golden casino and have been playing a few months. I finally cashed out with around $1k and began the unbelievable process of getting my money out. When i depsoited it was instant, but to take out they try to make you jump through hoops. So I gave them everything they needed and they they screwed around with me for over a week saying it wasnt good and they wanted my checking account statement. I told them I wouldnt do it and we went back and forth...typically they never responded to my first email...I had to email 3 or 4 times to every address they have. Half the time, it was bounced back to me.

    So i finally get an email saying:

    Your documents were received and your account approved for payout.
    Once a casino account is cleared by our department, the accounting department begins to process a client's payment. The software system requires 48 hours in pending mode, then the payment is sent.

    You will receive an email from the accounting department once your payout has been processed. If you have any questions regarding your payment, please direct them to accounting@ and they will be able to assist you.

    Than the next day, i get this message:

    Dear Steve,

    Unfortunately your account has been temporarily locked for some previous issues you have with us. Please contact us at 1-800-980-7818 for us to give you more details on the problem and your account. To have your account re-opened we will need the following form signed along with a statement...

    They wanted me to sign something saying that all of the deposits were authorized by me. I responded that, I would do so after I received my winnings. Again...no response and another week goes by.

    I call there customer service and speak with a supervisor named Carla who tells me, that I selected echeck and of course just a few days ago they stopped doing that. I was like, ok.....now what. So she tells me, I can pay $35 and have my cash out in 5-7 business days....or I can wait 3 weeks for regular payout. After explaining how this was BULLSHIT....she tells me she will waive the fee and Ill have my check next week.

    Just when you thought this nightmare was over, I get an email:

    Dear Steve,

    In order to promote and enforce fair Internet gaming , below you will find a detailed list of all the transactions you have made with us. Please review this list, print it then sign it and fax it back to us so we may process your withdrawal request ASAP.

    Are these guys for real...I still cant believe this. So now I am at the point, where my only option is to dispute the credit card transactions. Since I couldnt fund the account via wire like I did at party casino...I used my credit cards.

    I am so freaking pissed with these people and I should have known not to trust them. Any advise...besided disputing the credit card transactions.

    :mad:
     
  32. Feb 1, 2007
  33. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Form

    Signing the form seems routine procedure for the reputable casinos at Casinomeister too. I have had to do this for credit card transactions. There is nothing about this request that should make you worry about them, however, the way they handled your case through CS was abysmal, which has lead you to believe that this is simply a stalling tactic, or even a "fishing expedition" so that they can find an excuse not to pay.

    The requests for all these forms should have come at the outset, not one by one each time you reached a stage where they told you the withdrawal was being processed normally.

    In particular, asking for a routine form by beginning the request with:-

    "Unfortunately your account has been temporarily locked for some previous issues you have with us. Please contact us at 1-800-980-7818 for us to give you more details on the problem and your account. "

    would lead anyone to believe that a screwing was on the cards, this is exactly how the rogue operators begin the process of denying a cashout, you are now viewing anything they say or do (or don't do) with deep suspicion. Do they have a rep here who can look at this thread?
     
  34. Feb 17, 2007
  35. PurpleTurtle

    PurpleTurtle Dormant account

    Occupation:
    self employed
    Location:
    Florida
    Golden Casino

    So I get a call from someone named Luis in the security department. He apologizes and tells me, he has released my check and I will get it in less than a week. I sign his form, in good faith and its been almost 2 weeks and NO check. I email yesterday and get this response:

    Dear Steve,

    Thank you very much for the email,

    Please note that we are sending the checks today do apologize for the delayed.

    Best Regards

    Thank you,
    Customer Care
    Golden Casino

    So now its 2 weeks since, Luis said my check would be mailed and now they say.....there first sending it out yesterday!
     
  36. Feb 25, 2007
  37. PurpleTurtle

    PurpleTurtle Dormant account

    Occupation:
    self employed
    Location:
    Florida
    Still No check---say away from Golden Casino

    So now its been another week and still no check. At this point, I am quite sure these guys are thieves. I am just going to restart the credit card dispute process. They got me to sign that paper, but I already spoke to the credit card companies and it doesnt matter. Just keeping everyone updated...so you dont make the same mistake and play at this online Casino. Stay away from Golden Casino.
     
  38. Feb 25, 2007
  39. happygobrokey

    happygobrokey Dormant account

    Occupation:
    student of life
    Location:
    canada
    cheques can take more than a week, and they can get lost in the mail. easy for me to say when it's not my money they've got. i hope you can be patient and have faith, and i hope it all goes through quickly from here. good luck
     

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