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

S

socrates

Dormant account
CM Veteran (10yr+)
Joined
Feb 2, 2008
Location
Germany/United Kingdom
Dear Casinomeister Members,

I hope you can help me, as I have been mistreated, given conflicting information, denied all my deposit and bonus, and experienced very suspicious behaviour from Golden Casino.

I recently took part in their "Triple the Madness" promotion which ran over three days; with seperate deposit bonusses available on each day. I looked at their terms and conditions before and after playing and it clearly stated that "let them ride" a poker variant was an eligible game. (I even have an email,
they sent me saying so - dated)

However on the third day, they changed these terms and now all the bonusses that I have already completed (before the change) have been denied. If they can change their terms; half way through they should suitably inform their players, but cannot do it afterwards and then claim all of the wagering and bonusses void so far (retroactively).

This is not the only problem; whilst I was playing I was able to check my WR, and could see everytime it decreasing clearly showing that I was playing an eligible game. If this had not been the case I would have stopped and asked, or played something different, or pehaps then requested a withdrawl forfeiting the bonus.

For the third bonus, I didnt have time to finish it off and then requested it be removed from my account (forfeited), but live chat informed me that I could not withdraw any of my money (deposit or bonus) until the WR had been met.
I have checked the terms and conditions before and afterwards and it clearly states that I can do this, I just have to forfeit the bonus and any winnings I had gained. If I was informed of this fact I would not have played on further.

After I had according to their casino software finished the WR I withdrew my money and in a few minutes time they requested a re-verification of my account. I had to send off recent ID documentation even though I have already done so before; this also seemed quite odd.
After this I received an email accusing me of playing Video Poker and blackjack (not the case) and that I had to wager everything a fresh before I could withdraw any of my money. I never played these games; only let them ride.

There is no way I will do this, as I have wagered an awful lot of money which according to the terms and conditions then, was legitimate, and according to their software I was also playing an eligible game. As you can see I was given conflicting advice causing me to do things which now are shown to be non-eligible and of course very costly.

I also have spoken to a friend of mine who hadn't even taken part in the bonus and yet was told he still can't withdraw his money either, for the same reasons. I am very worried and disgusted by golden casino, and hoping I can at least get some of my money back. I have never encounted anything like this or as suspicious with any online casino. It seems to me they were simply setting me up in order to take my deposit, make me wager on a game which they would afterwards deem uneligible and refuse my money.

I hope you can help and I've already directed my friend to post on this site too. If any one else has similar experiences of ideas please please post.
 
I have yet to send a PAB, but prior would like to hear peoples response, and if any one has had the same problem and had it resolved to post here with information.

I do not want to do too much without understanding my rights, and my position with regards to this situation. For example I don't want to simply claim my deposit back when I am clearly entitlited to compensation and/or the bonus. If I just claim my deposit back minus the winnings and bonus I will be at a great loss already.
 
The very same thing happened to me too.
i deposited on the first day and receiveda 100% bonus. i played let them ride which was an eligible game when i started the bonus. i finished this bonus with a small gain.
the next day i deposited again claiming the bonus for the second day. i started playing le them ride again and clearly saw that my WR steadily declined. after i finished this bonus security sent me an email asking for my credit card details and id even though they have this already.
they locked my account until i reply.
i think that all of this is quite shady and the change of the t&c while im actually playing through the bonus is very unprofessional too imho.

if my money is stuck and i would have to play through the WR again (or even just through part of it) i would suffer a huge loss.
 
illwill31 said:
The very same thing happened to me too.
i deposited on the first day and receiveda 100% bonus. i played let them ride which was an eligible game when i started the bonus. i finished this bonus with a small gain.
the next day i deposited again claiming the bonus for the second day. i started playing le them ride again and clearly saw that my WR steadily declined. after i finished this bonus security sent me an email asking for my credit card details and id even though they have this already.
they locked my account until i reply.
i think that all of this is quite shady and the change of the t&c while im actually playing through the bonus is very unprofessional too imho.

if my money is stuck and i would have to play through the WR again (or even just through part of it) i would suffer a huge loss.
Click to expand...

I'm assuming that you requested a withdrawal between the first and second day?

If so, don't all casinos have a clause in their T&C against making another deposit before a WD is processed? Every casino that I've played at won't let you do this. They require that you reverse the withdrawal request and play with that, and NOT make another deposit just to receive another bonus. I could definitely see how they could interpret that as abuse.
 
winbig said:
I'm assuming that you requested a withdrawal between the first and second day?

If so, don't all casinos have a clause in their T&C against making another deposit before a WD is processed? Every casino that I've played at won't let you do this. They require that you reverse the withdrawal request and play with that, and NOT make another deposit just to receive another bonus. I could definitely see how they could interpret that as abuse.
Click to expand...

I don't know what the other guy did who had troubles, but I know I requested a withdrawl to see how much I had wagered (this is the only way to find out fast how much is left to wager - it states how much you need to wager before withdrawing). However before the 2nd or 3rd bonus I reveresed this withdrawal and deposited an additonal 1k in order to get the next bonus.
 
winbig,

the promo was designed to allow you 3 independent deposits up to $1000 each.

i requested a cashout after i met the 1st bonus' wr but redeposited this cashout request before depositing another 1000 on top.
i then claimed the 2nd bonus. all this was totally legitimate according to this promos t&c.
i had to go into live chat or phone them up each time and claim the 100% bonus manually.
i would have not been eligible for the 2nd bonus if i had not deposited again.
the promo would have allowed a third deposit after playing through the WR of the 2nd bonus as well but apparently i refrained from depositing again.
3 deposits in 3 days was the whole idea behind the promo so this is not abuse if they ask you to deposit 3times and "get up to $3000"

honestly i think they started to realize that the player had an edge if he played through the wr playing let them ride, paniced and decided to quickly change the t&c WHILE im playing.
then tell me some crap about locking my amount. i wasnt even up much.

this is close to scaming in my opinion and i still havent heard from them and dont know if i can cashout or not. and if i met the wr or not.
 
ok its getting rediculous now.

without getting any notification my cashout just wasnt processed.

i received a mail right after my cashout request a few days ago claiming payment will be issued in 72 hours but when i checked my account just now the whole amount was in there again.
i cashed it out again and am going to phone them up tomorrow. this is definitely beyond rediculous. is nobody else experiencing any wierd activities with regards to the recent promo?

did nobody else use this promo at golden casino? i cant believe im the only one and i seriously have no clue whats going on.
 
Seems like a big set-up, They even told me that their last change was last year December and that let them ride has been a un-eligible game since then.

However I have screen shots and other proof showing that this is completely un-true.

It looks like they offered a bonus, too many people got it then they changed their terms afterwards and tried to claim they were always like this and rendered all the wagering so far void. This is extremely suspicious, and stinks to high heaven to me. I hope the PAB can finally bring some joy to us all.
 
i'm having exactly the same problem, hopefully this can be fixed... if it were just a few 100$ i wouldn't care, but a 2000$ deposit + 2000$ bonus is nothing to sneeze at :eek2:

i'm still trying to resolve this myself atm but i think i will need to PAB soon to have any hopes of getting my money out :/
 
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.
 
Thanks. I have taken a screenshot. Hopefully Max takes too, I have PABed. Of course Max can request one from me too.

Hopefully Max takes a contact to this casino about the issue here soon so it will be resolved.
 
Done.
 
i just sent a PAB after i was told yesterday that i can definitely talk to the casino manager today at 5 pm CET. i called at 5pm and they told me that hes not there yet. i shall try again in 2 hours. at 7 pm they told me the same. at 9pm same.

i have never in my life been mistreated and lied to like i was by golden casino. this is unbelievable.

since it was clearly a call center in india i was talking to i doubt that there ever was a chance that i could get to the manager.

the PAB feature is awesome and i thank casinomeister and maxd in advance for any help they might provide.
 
Long post I know but important, please read and add what you have experienced and whether you agree with what I have said.

First of all I spoke to someone who stated that their terms and conditions
had not changed since December 2007, and were claiming that "let them ride" was always on the list on non-eligible games.

When I showed proof of the googles cache on the final day of their promotion the person seemed suprised and told me to show this to casino management and speak to them the following day, and that they understood why i was confused. They agreed that I had not played on video poker, and that on the last day "let them ride" was not a restricted game.

The next day I was not able to speak to casino management but was put on to someone else who explained that although "let them ride" was not specifically on the list, video poker was and thats why my withdrawal was reveresed. Golden Casino are claiming that "let them ride" = "video poker", and so all our wagering so far are void.

Now I would like to explain something about their software, when you try and make a withdrawal early it states that you need to wager x amount before you can do so. Now while I was playing "let them ride" the wagering requirement decreased!!! So even their own software was telling us that our wagering was complete. If this had not done so I would have stopped. I had one person tell me this must have been a glitch - if so their fault not ours.

Now by most web page definitions "let them ride" is not a video poker game, but even Golden Casino lists "let them ride" under the table games section and not "video poker". Its played on a table not a machine, and you cannot draw cards like all other variants of "video poker".

It APPEARS everytime I speak to someone their STORY changes, and im given conflicting information. I have tried many nights in a row, and multiple emails and have received no help whatsoever, only tempory false hope.

PLEASE CASINO MEISTER HELP, they now say that I can only get my balance minus the bonus, if this is the case I will lose a lot of money like many others here.
 
i wasnt told that let them ride is videopoker.

however when i first called them i was told by a call center agent that let them ride was an ineligible ever since december.
when i spoke to a supervisor later on she told me that let them ride was ineligible since the beginning of january.
i told this lady to type in the adresse of the cached version of their t+c. at that time it showed the version as of january 28th. (it shows the version of january 31st right now which is even better for us)
she put me on mute for about a minute to "verify" and then basically ignored it. she just kept insisting that the casino has the right to change the t+c at any time but didnt reply to the fact that the t+c didnt list let them ride while i was playing.
i then demanded to talk to the casino manager but wasnt put through to him yet.
i was told that he isnt at the office yet and that i should try again in 2 hours twice. (after beeing assured by the supervisor to be able to talk to him at a given time)
i am not going to call them back but told the call center agent to make the casino manager call me.
i dont expect him to and have sent a PAB.
 
Lets give Max a couple of days to solve this (submitted PABs), shall we. Issue is very clear - all the necessary evidence has also been posted in this thread and combining those with PAB texts Max already has a very clear image about the situation here for sure. I am certain he will get a hold on someone at Golden Casino to work it out.
 
After all those messages forth and back with them sending new "excuses" all the time ( let it ride is video poker, let it ride was "forbidden" since december 2nd, etc ) they today took action :
They subtracted the 3k bonus from my account and processed the remaining withdrawal.
I have fulfilled their wagering requirements on a game which was allowed till january 31st ( thats when i first noticed the change ) , yet i was denied 3000 dollar. Would be nice to know if the same happened to everyone else ?
 
Wily27 Did you lose money overall then ? Or did you not play anything ?

It would be really really bad if after they take 3000 away (or however much bonus you got) and you had to absorb any losses!!!

For example you deposit 1k, get 1k bonus, then play a little and your balance is at 1.5k and now they take the 1k bonus away and leave you with 500.

This would be out of order!!!!!! I hope maxd won't let this happen!
 
REDICULOUS!!!!

i just received a mail saying that my cashout was processed.

they gave me $14 !!!
they simply took the bonus away and act like i only played with the original $2000 that i deposited and lost 1986.

i deposited $1000 twice and got a 100% bonus each time.
i wagered $40000 to clear the bonus.

LET THEM RIDE WAS ELIGIBLE.

they have no right to pretend that i gambled only with my initial 2000. they have to include the 2000 bonus money and send me another 2000.

casinomeister please intervene once again. this is getting out of control.
 
i deposited 3000 and got 3000 bonus , which is quite alot of money for me.
then i wagered thru their 60k wagering requirement and ended up at roughly 5500 which i deemed lucky with several good hands.
i was really happy about winning that much since i had blasted similar big deals before.
Now they subtracted 3000 dollar and i ended up with 2500 USD - 500 less than i deposited .

I feel i did nothing wrong here and had good experience with golden casino in the past - now i feel im getting robbed of 3000 dollar which is a huge blow to me ..... But even if i dont get all my winnings the least that should happen is that they pay me my 3000 USD deposit which was paid under the assumption they would stick to their side of the deal.

And it seems they did the same to several playing this deal ? just taking away the bonus AFTER the wagering was fulfilled which in almost all cases will result in a loss.
 
I got this message from support:

"Dear XXXXX

Thank you for contacting Customer Care

We are sorry for all this misunderstanding its a real shame however, we are glad to see you ended up winning since you have a pending cash out for $XXXX.XX, your account was approved for payouts yesterday so the money should be released soon."

The amount XXXX.XX is the amount I should get, so looks like my case is solved here now without any other actions. Well see. The only thing what is wrong in that email is that I suffered a net loss, not win, on this promo. So the amount XXXX.XX is less than I deposited.
 
Last edited:
This is the mail i got:

"Dear xxx,

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

I was taken a moment out to let you know that we went ahead and processed your withdrawal request and that we only removed the bonus amount that was added to your account.

..."

NextToYou said:
I got this message from support:

"Dear XXXXX

Thank you for contacting Customer Care

We are sorry for all this misunderstanding its a real shame however, we are glad to see you ended up winning since you have a pending cash out for $XXXX.XX, your account was approved for payouts yesterday so the money should be released soon."

The amount XXXX.XX is the amount I should get, so looks like my case is solved here now without any other actions. Well see. The only thing what is wrong in that email is that I suffered a net loss, not win, on this promo. So the amount XXXX.XX is less than I deposited.
Click to expand...

could you clarify this?
do you mean that after you completed the wager requirements your balance was less than your deposit? so since you suffered a loss anyhow they payed you?

if this is the case then they clearly have to pay everyone as well, that did not suffer a loss after meeting the requirements.
 
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.
 
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.
 
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.
 
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.
 
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.
 
dude75 said:
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.
Click to expand...
Perhaps the problem is that you're sharing your computer with someone else - or am I mistaken?
 
illwill31 said:
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.
Click to expand...

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.
 
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.
 
blackjackguide said:
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.
Click to expand...

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.
 
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.
 
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?
 
dude75 said:
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.
Click to expand...
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.
 
NextToYou said:
Would be nice to hear from Max or Bryan if they have already reached a contact with Golden Casino to solve submitted PABs?
Click to expand...

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.
 
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.
 
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.
 
Last edited:
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 ... :axeman:
 
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!!!
 

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