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Problems with Golden Riviera Casino

Discussion in 'Online Casino and Poker Complaints - old section' started by Niels, Apr 10, 2004.

    Apr 10, 2004
  1. Niels

    Niels Dormant account

    Ok here is my story.

    Some time ago, I purchased 50$ and recieved the welcome bonus of 100$.
    I lost everything pretty quickly on Video Poker. Afterwards I discovered
    that Video Poker does not even count in order to fulfill the wager
    requirement. Anyway I lost the 150$ after only wagering around 1200$.

    Some time after, I recieved an email from the casino offering me 60$ for
    a 30$ purchase.

    "We have a Special Return Offer available to you where you can receive a
    $60 bonus on ONE purchase of $30. This Special Return Offer is valid
    from the 31st March to the 2nd April 2004.
    Follow the steps listed below to claim your $60:
    Simply purchase $30 and then send an email to
    This email is not visible to you. with "60 for 30" in the subject line"

    I decided to see if I had more luck this time, and I checked out the
    terms and conditions:

    Terms and conditions applicable to subsequent bonus offers:
    All deposit and bonus money for ongoing promotions must be wagered 11
    times before cashing in.
    Wagers on Baccarat, Craps, Roulette, WILL NOT meet your wagering
    obligation on all subsequent bonuses

    I decided to play because I considered the offer as being quite ok.
    Black Jack counts as wager and I found that the wager requirement was
    pretty decent as well. (30+60) X 11 = 990. Apart from that there was no special rules fro danish players on subsequent bonus offers

    I wagered around 1800$ on Black Jack not to give the impression of being a bonus hunter. I cashed 170$ and recieved the mail, that I had not
    fulfilled the terms and conditions. There was no spcifikations about
    what I had not fulfilled, and the mail was not sent form a specific
    person. It just said "regards Golden Riviera Casino support"

    I wrote an email and asked for some spcifications, but I got no answer.
    I tried to write several times, and I ended up writing 6 mails before I
    finally had an answer 1 week after saying:

    "Dear Niels,

    Please note that you have wagered enough.

    Thank you for choosing our Casino.

    Accounts Department"

    I thought everything was ok, so I cashed-in the 170$ again. Two days
    after I recievd another email:

    "Dear Niels,

    Your cash-in has been returned to your gaming account, as you have not
    met the wagering requirements. You need to wager $4800 in order to
    qualify for the cash-in.

    Wagers on BlackJack, Video Poker and SicBo will not meet wagering
    obligation with regards to your initial download bonus.

    All bonus and free money cannot be wagered on Roulette, Craps and
    Baccarat.We apologize for the inconvenience that this may cause, and wish you luck at our tables. Thank you for choosing Golden Riviera Casino.

    Kind Regards
    Accounts Department
    Golden Riviera Casino "For Sophisticated Online Gambling"

    No I was really confused, so I decided to call the custumer service. They told me that the problem was that I had not fulfilled the wager
    requirement on the first deposit bonus. I told them that I had lost
    everything, so it should be void. But she just claimed that I had to
    fulfill that wager requirement anywayl.

    Now I am really frustrated. I purchased 30$ believing that The applying
    terms and conditions were for subsequent bonus offers. The casino cant
    ask me to fulfill a wager requirement on another bonus which has already been lost. I have never heard about any casino that would ask you to do that....

    What should I do now? The casino doesnt answer my emails, and I have seen no other solution than "pitching a bitch" here.

    have any of you guys been in a similar situaion?
  2. Apr 11, 2004
  3. jpm

    jpm Dormant account

    Search for a thread I started on this bunch of liars late last year after they screwed with me on a bonus offer. They outright lied about it to both me and casinomeister. It was eventually resolved in my favor and I've never gone back. Strangely enough, I also never heard from them again with any offers. Wonder why that was...
  4. Apr 11, 2004
  5. Clayman

    Clayman Dormant account

    Pennsylvania, USA
    Even without a complaint, should you have won in the normal course of events, you would have found they would lock you out from any offers anyway. At least, back then in the "Vivien" days, you could play BJ. Apparently, like so many, no longer.

    Niels - hope you can successfully argue there is no carryover WR's clause in the T&C.
  6. Apr 11, 2004
  7. Niels

    Niels Dormant account

    Hi again. Of course they have not answered any of my emails, and I am starting loosing my patience. I am not going to let them steal another 170$ from me. I have already lost 50$ + 50$ at the sister casino River Nile. I am not a highroller so for me 170$ is quite alot of money.

    I read that a girl called Anita had problems similar to my problems.

    Bryan CasinoMeister, it seemed like you helped that girl. I really hope that you can help me as well, I have already pitched abit about it, but you better read about my situation, because I was really angry when I wrote to you, so I think this upper explanation is better than the "pitch a bitch" I sent to you.
    Thanks in advance
  8. Apr 12, 2004
  9. Niels

    Niels Dormant account

    ufff... I t seems like I am not the only one who has that kind of problem with the carryover wagers.

    They are NOT allowed to do that are they!?!?
    I have never heard abotu a casino who carried over wagers and abused their custumers with it.... :eek:

  10. Apr 12, 2004
  11. LRDell

    LRDell Experienced Member PABaccred

    East Coast, USA
    Somehow I always find myself defending casinos that other people have a lot of problems with. I have always done well at Golden Riviera, and "Vivien" is still there and was extremely helpful in getting me payment on a problem with MG rules on Carnival slot, although her last email came under the name "Dani" @ a different place.

    I agree with everyone that once you zero out on a bonus (although you must check what that casino means by zero out - sometimes must be less than $1), you should be free from those wagering requirements. You probably need to check their general terms and conditions - it might say that wagering on blackjack, etc. never counts for bonuses.

    Anyway, I have always enjoyed my play there, and am up several hundred over the last month. Withdrawals are slow (7 - 9 days), but they happen.
  12. Apr 12, 2004
  13. LRDell

    LRDell Experienced Member PABaccred

    East Coast, USA
    I forgot to mention in my earlier post that I basically take no bonuses from the casinos - when I win, it's all MY money, no worries about WR or TC.
  14. Apr 12, 2004
  15. Niels

    Niels Dormant account

    But Black Jack does count on subsewquent bonuses:

    Terms and conditions applicable to subsequent bonus offers:
    All deposit and bonus money for ongoing promotions must be wagered 11 times before cashing in.
    Wagers on Baccarat, Craps, Roulette, WILL NOT meet your wagering obligation on all subsequent bonuses.
  16. Apr 12, 2004
  17. Clayman

    Clayman Dormant account

    Pennsylvania, USA
    Can anybody else find the clause(s) in their T&C that supports carryover wagering? I can't.

    Something like this should always be explicitly stated rather than being left to interpretation of vaguely written terms, IMO.

    Of course you know you're asking for trouble anywhere they define "bonus abuser" as "A bonus abuser is defined as a player who uses promotional money to profit from promotions, offered in good faith, by a casino with a view to gaining player loyalty. Such players generally accept the bonus, wager the minimum amount and immediately cash out."


    "In cases where a player has been identified as a bonus abuser in sister casinos, Golden Riviera Casino reserves the right to deny a player any download bonus on his / her first deposit. In such cases, the original deposit will be refunded, and all winnings will be VOID. "

    In English this means "Heads, I win. Tails, you lose."
  18. Apr 13, 2004
  19. Niels

    Niels Dormant account

    apparently it helped me writing the last email to them :)
    the money has already been credited to my Neteller account. Thansk for your advices everyone!

    Dear Niels ,

    Kindly note that your $170.00 cashin will be processed as Neteller.
    Kindly allow 1 to 5 working days for delivery from today.

    We thank you for choosing Golden Riviera Casino.

    Kind Regards
    Verification Department
    Golden Riviera Casino
  20. Apr 13, 2004
  21. jpm

    jpm Dormant account

    I'm pretty sure they read this board, but I've never seen them post. That's probably why they turned around so quick, they did the same thing when I started ripping them here last year.
  22. Apr 24, 2004
  23. mtowler

    mtowler Dormant account

    Texas USA
    Golden Riviera Problems

    TheY have requested everything but my first born for what they call varification.
    Most of the stuff is easy enough, drivers license and utility bill they have answered my request that I be able to block out my drivers license number.
    They have also requested photo copys of the front and back of my credit card and have agreed I can block out the three numbers on the back of that.
    In addition they have requested a copy of the top of my bank statement which I find strange since I have instructed them to send my winnings to my NETeller account but OK I can send the top of my bank statment.
    The kicker here is they want a letter from my bank stating that my account is in good order.
    Two things are wrong with this, one is they are not sending money to my bank and two is even if my account was in bad shape the bank would still be glad to accept the deposit.
    Obviously this is just a ploy to try to discourage people from cashing in.
    For $5000.00 it will not work with me.
    I have read on other boards that GR is a slow pay and these methods are used to drag out the proccess of paying winners.
    You would think all this bad word of mouth is costing them more money in lost players than it would take them to pay and get a good reputation that would bring in more buisness.

    Last edited: Apr 24, 2004
  24. Apr 24, 2004
  25. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Hi mtowler,

    Welcome to the board. I'm a little backlogged, but I do have your "Pitch a Bitch" from the 13th. I'll shoot it off right now and we should hear something right away.

  26. Apr 24, 2004
  27. mtowler

    mtowler Dormant account

    Texas USA
    Thanks Bryan

    :) The Mask looks good

    MT :)
  28. Apr 24, 2004
  29. mtowler

    mtowler Dormant account

    Texas USA

    Just so you have all the info. I am not home at present I am away on a project and will not be home for three or four more weeks. I have not sent anything to GR yet but could provide them with my drivers license and credit card info from here if they would accept those two items. otherwise I don't have any bank statments or utillity bills with me and a letter from the bank is something I will need to do in person I think.

    Thanks for any help you can provide.

  30. Apr 24, 2004
  31. jpm

    jpm Dormant account

    I wouldn't send them a bank statement or a letter from the bank. Its none of their damn business. Just send the license, utility bill, credit cards only if you've actually registered them there. Then withdraw your money to neteller and do an EFT from neteller to your bank account. That's free, and there would be NO reason for them to need any bank info. You may even get it quicker.

    Golden Riviera sucks, they will lie to you and Bryan without hesitation. They did it with a problem I had, and I'll never go back. I recommend others stay away too.
  32. Apr 26, 2004
  33. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    One thing that I should point out is that this is something that you will find at nearly every casino:

    For your security reasons, and to ensure cash-ins are not being paid to an incorrect person, we have put additional security measures in place to protect you. You will be required to send in certain verification documents to cash-in your winnings.

    This is something that everyone who plays online must deal with, old timers and seasoned players are aware of this; newbies are not. This is not a ploy to delay payments to players, this is strictly a policy that most casinos enforce. Fool me once - shame on you - fool me twice - shame on me.

    Also, please bear in mind that managers who enforce these policies take into consideration how long the player has played and methods of deposits, and this is normally a one time deal. There is nothing dodgy about this at all.
  34. Apr 26, 2004
  35. jyde

    jyde Dormant account

    Most of what they ask for is ok - but this one I do find dodgy
    Ridiculous. With Golden Rivieras history of slowpayment it would be more appropriate if players asked for a statement from the GR bank - before depositing.
  36. Apr 26, 2004
  37. jpm

    jpm Dormant account

    I agree Jyde, and I'll reiterate, there is NO GOOD REASON for a casino to ask for your bank account information and a letter from your bank saying your account is in good standing unless they are letting you pay by check or extending credit to you. Otherwise its none of their business!
  38. Apr 26, 2004
  39. mtowler

    mtowler Dormant account

    Texas USA

    I agree they are the ones that need to prove the status of accounts not the people they owe money to.

    Good Luck to All
    MT :(

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