[NO PROGRESS] Golden Casino refusal of Bonus and Deposit - retroactive terms change

[NextToYou]

To clarify: My cash out amount is slightly less than what I deposited. So I suffered a net loss during this promo, yes.

Also, I have not received my cash out yet as I stated in my message above - I think I will receive it on Monday (next banking day it is). I use ewallets.

 

[markjacob]

This is rogue behavior, I hope that everybody here will never play at them again.

 

[maxd]

I'm sure you guys already know this but if you want specific attention given to your personal issue then you need to file a Pitch-A-Bitch (see link in my signature).

So far I only have two for GC which seems rather fewer than the people who've indicated having problems in this thread.

Without a PAB you're only going to get as much attention as the casino pays to this thread. Often they don't have the manpower to do that regularly.

 

[Smirn0ff]

i made a second withdrawal attempt after talking to live support, but that has been pending for 5 days now without any further communication from them, so I'll be filing a PAB tonight. i hope for all our sake's that everyone else will do the same.

 

[NextToYou]

Yeah, now this is completely ridiculous.

First they send me that apology email (quoted above) and promised to process my cash out of $1880.


But now, a moment ago, I received this email:

"Dear XXXXX,

Hoping this e-mail finds you in the best of health,
I was taken a moment out to let you know that we are processing your withdrawal request and that we have gone ahead and only removed the bonus amounts that were applied to your account.

If you have any questions and or any further need of assistance, please feel free to contact us TOLL FREE at 1-800-980-7818.

Thank you
Alexis
Customer Care
Golden Casino"


So in other words: We have gone ahead and robbed $2000 from your withdrawal of $1880 so that actually we wont send you a dollar. Remember - I deposited $2000 for the promo and had net loss after meeting all the wagering requirements, so my ending balance was $1880. I am happy to take that amount or of course my deposit of $2000 is OK too, LOL.

I PABed earlier already, in between I was given hope that they had gone to their senses and would process the cash out, but now they decide to rob it again!

I have send updates to my PAB to Max via PM - hopefully he takes on these PABs asap. Thanks.

 

[Smirn0ff]

i also had 2000$ removed my withdrawal, just filed a PAB, i really hope it helps.

 

[dude75]

HI,

I have watched this thread and hoped that my pending withdrawal from Golden Casino will go through properly.

To my great dismay i received an email from them:

(quote)
I was taken a moment out to let you know that we are processing your withdrawal request and that we have gone ahead and only removed the bonus amounts that were applied to your account.
(end quote)

this "only removing" means i have received 2000$ less than i requested.

I have already sent them an angry email and gave them 3 days to react.

If they don't return the stolen 2000$,i will pitch a bitch and if that doesn't help i was thinking of getting legal advice, maybe a few of us can get together and sue them.

Here's hoping they realize they can't get away with this.

 

[Casinomeister]

HI,

I have watched this thread and hoped that my pending withdrawal from Golden Casino will go through properly.

To my great dismay i received an email from them:

(quote)
I was taken a moment out to let you know that we are processing your withdrawal request and that we have gone ahead and only removed the bonus amounts that were applied to your account.
(end quote)

this "only removing" means i have received 2000$ less than i requested.

I have already sent them an angry email and gave them 3 days to react.

If they don't return the stolen 2000$,i will pitch a bitch and if that doesn't help i was thinking of getting legal advice, maybe a few of us can get together and sue them.

Here's hoping they realize they can't get away with this.

Perhaps the problem is that you're sharing your computer with someone else - or am I mistaken?

 

[Smirn0ff]

Perhaps the problem is that you're sharing your computer with someone else - or am I mistaken?

i don't know about the rest, but that certainly isn't the problem in my case.

 

[blackjackguide]

everybody please go to

You do not have permission to view link Log in or register now.

immediately and take a screenshot. let them ride is not listed as ineligible there.
in the current version of the page it is inserted between roulette and baccarat.

the first day of the promotion was january 30th.

i think there is no way that golden casino can further lie and claim that let them ride is listed as ineligible since december or beginning of january respectively.

casinomeister please go to the page too and take a screenshot as well since the cache gets updated every few days.

After looking at that screenshot, Let them ride is listed as a non-eligible game, along with all forms of blackjack, craps, roulette, and many others.

Was this changed by them?

Here is their terms from the screenshot:

Play at any Blackjack, Progressive Blackjack, Video Poker, Hold 'Em, Craps, Tri-Card poker, Roulette, Let Them Ride, Baccarat, War, All Star Horse Racing, Red Dog, Pai-Gow Poker, Mulligan Poker, Caribbean Stud Poker game is restricted until you have met our wagering requirement. If you play on these games before meeting our requirements, then you agree that the casino holds the right to void any winnings made from these games at our discretion. Further, all losses incurred while playing said games will be non-refundable. We are therefore strongly advising you not play any of these games until your wagering requirement is met to avoid potential winnings being voided. If you choose to disregard this restriction advisory, then please note that any game play at these games before you meet the requirements set forth will not count for fulfilling your requirement. If you would like to play these games without restriction, please contact our support department before you wager and we will remove the bonus from your account. We will not accept a request once you begin play.

 

[mishun]

They give you the same amount of money that you deposit. And then tell you not to play this or that. Bonuses sucks when they add these conditions to them. I have caught plenty of hot streaks just depositing $100 of my own money. And playing as i choose.

 

[NextToYou]

After looking at that screenshot, Let them ride is listed as a non-eligible game, along with all forms of blackjack, craps, roulette, and many others.

The screenshot has been updated on 8th of Feb now if you take a look at the date. The promotion was running on late January and the eligible game list was different then. Max and players have saved the original screenshot here.

 

[dude75]

I got a reply from Golden casino, they insist they have the right to change their terms and conditions at any time.

However, this was not a standard bonus or promotion, i received an email invitation to my account, the fact that they changed the rules during the last few hours of the promotion and then applied it retrospectively would really suggest a set-up and is clearly highly unethical.

is there any progress in this case, can anyone shed more light or give some legal advice regarding this behaviour?

------------------------------------------------------------------
Hoping this e-mail finds you in the best of health,



I was reading your e-mail and do not understand the need for threats we simply proceeded to process your request how ever the Casino has it stated in the Terms and Conditions and I will list it below and also I will list the steps so that you may also verify this for yourself:



The Casino management reserves the right to change or end this promotional offer at any time.



This can be seen by going to our promotion page and clicking on View Them Here and it is the last bullet in place.



I also know that by going to the Download Option and clicking on the click here you will also see where the Casino states on bullet #27



The Company reserves the right to amend these Terms and Conditions at any time without notice to you. Such amendments will be effective immediately upon being posted in this 'Terms and Conditions' section of the Company's Web site

It is your responsibility to review the Terms and Conditions on a regular basis.

We were able to come to the agreement to remove the Casino's bonus and process the remaining balance rather then the Casino holding to there terms and conditions.



I can fully understand your feelings on this matter but the Casino has it stated on the Terms and Conditions.

 

[NextToYou]

This is not a case of changing terms of promotion, this is a case where they decided to steal $XXXX from peoples cash outs!

They offered a promo to me which I accepted, fulfilled the wagering requirements, then decided to cash out and they just removed $2000 from my cash out, because they wanted to steal that amount. Very simple.

Would be nice to hear from Max or Bryan if they have already reached a contact with Golden Casino to solve submitted PABs?

 

[Smirn0ff]

The Company reserves the right to amend these Terms and Conditions at any time without notice to you. Such amendments will be effective immediately upon being posted in this 'Terms and Conditions' section of the Company's Web site.

The statement that amendments are effective upon posting implies that the amendments are not effictive for actions that were undertaken BEFORE the amendment was posted. How Golden Casino can deny this is beyond me.

This all comes down to which moment is used to determine which T&C is used: the moment when the bonus is awarded, the moment when the wagering takes place or the moment of withdrawal.
If the moment of bonus awarding is used, we should get paid.
If the moment of the wagering is used, we should get paid.
Golden Casino is claiming the T&C at the time of withdrawal should be used to determine which games are restricted, but that's ridiculous! Imagine this scenario: Johnny gets his signup bonus in september 2007, clears the WR by playing Let Them Ride but leaves the money in his account to play some blackjack now and then. By Golden Casino logic he would not be able to withdraw today! That would be ridiculous and I hope Max can make Golden Casino see this.

 

[maxd]

Would be nice to hear from Max or Bryan if they have already reached a contact with Golden Casino to solve submitted PABs?

Reached yes, some PABs submitted a while ago, others waiting. They're not exactly making themselves conspicuously available of late. As ever I'll report when there's something to report.

 

[Casinomeister]

They were also thrown into the rogue pit last week. Looks like they don't care.

 

[paul02085]

Warning- Do not play at Golden Casino unless you want to be screwed.

 

[dude75]

so has anyone gotten their winnings or their deposit back?

would it make any sense to sue them? and how does one do that since they are on an island somewhere and seem to have their own rules...

 

[kakata]

attorney are expensive.
I wouldnt add anymore losses. Just my 2 c

 

[socrates]

I just thought I would let all those effect by this "casino" that I managed to get my original deposit back.

After repeated phone calls I finally managed to speak to the casino supervisor and basically highlighted all of the details that had happened. I had spoken to a legal advisor shortly before about this matter and her opinion was that this was a simple breech of contract on their behalf.

We all altered our behaviour due to this bonus, and they took money which was rightfully ours. She (the casino supervisor) then agreed to give me back my original deposit of 3,000 USD.

I received this about a week and a half later, after again phoning up and questioning my payment.

 

[NextToYou]

Socrates,

I hope you get in touch with Max with this supervisors name so that he can contact her and get all the PABed players deposits back.

 

[maxd]

Congrats on your success socrates, you've pulled off a small miracle there.

Based on this I think I'll take another crack at reminding them about the outstanding PABs we have against them. They've been singularly uncooperative about getting those resolved -- promises made, promises broken, etc etc -- hence the new Rogue listing.

 

[maxd]

Ok, I've sent Visitor Messages to all of you who I know to have outstanding PABs against these guys. I'm looking for status updates from you before I re-submit the PABs. (you can just reply to the Visitor Message ... I'm watching :icon_twis).

And, if you haven't received one of those VMs and think you should have please let me know ASAP.

Once I've got your updates it's time for a little fun ...

 

[zippedup]

I had not read the terms and conditions when I took a bonus from Golden so I called and asked them to reconfigure my account penalizing me for those transtactions that were "illegal". They did so within 24 hours reducing my account from 344 to 59. I sent an email to their customer service just to confirm that I could now play any game I chose and was bonus free!

I got two repsonses back from customer service one by someone named Nazly which said no no no you can still only play slots with your reconfigured funds and a second email from Mike saying--You are now free and clear of any bonuses and can play any game you want!

What an outfit!!!