you can skip the intro and move to the problem after the below paragraph.
this is my first post in this forum, and like to thank all of you and the meister for all the knowledge in the past 4 years in the online industry.
I am not so young, more then 60, and used to play a lot in landbase casino.
but 4 years ago I had tried to play from home and got used to it...
from time to time I have the habbit to look at this forum in order to update and see what problems players have, and by that avoid problems.
now, for the first time in my online history, I have a problem and it is a big one.
on the 26th of May, received email from GoldGate casino about a promotion they have, 50% bonus on first deposit up to 1200$, and then 40% on the second deposit.
this is the place to tell that I play at this casino for the past 3 years, and as far as I know they like me a lot, I lost more then 2000$ in those years.
the problem that the email was without terms for this promotion, so I sent an email for an explanations. none got.
because I played a lot in this place and used to the regular terms of *10(B+D), only wagering purpose which remove after cash out, and regular prohibit games (roulette, craps and baccarat), and wanted to play that evening, I made a 1200$ and asked the bonus from their online software chat, which they did, and then I have asked again the terms, and they told me that it is *50(B+D), and as I remember correctly, no speacial game prohibit beside the regulars.
even thou it is a lot to play, I did not have something better to do that evening, so I played it.
after a long time and after I had finished those lot of terms by playing Video Poker, I have finished with the amazing amount of 9383$ after comps, and 8783$ after remove the 600$ bonus from my account.
a week later, I got an email state that I did not fulfilled the terms of this promotion and therefore, all my winnings were void and my deposit money was returned to my account.
for an explanation I have talked to Candy, the promotion manager, which told me that I did play enough but the terms was also no poker games, and becuase I played video poker all winnings were void...
I told her 2 things: first, I asked for the terms by email which did not get a reply, and by chat which told me otherwise, and second, that poker games is absolutely not video poker games (something completely different).
she told me that as far as she know poker is also video poker, and she do not know anything about email sent by me or terms explanation incorrectly, and therefore there is no change in their decision.
she also told me, and this is correct, that after I have received the bonus, I got an email with link to the terms. on this answer I can tell that this is not help because I started play before got this email, and as for their terms no matter what I have done after play one prohibit hand was played they have the right to void any winning, and second, I may be paranoid, but it was only a link and they could have change the terms after this week, even thou they told me otherwise.
I have asked later the chat history from the casino, but did not get it till now.
now, I dont know what to do, it was obvious that they decided not to pay me my winnings.
but for me it is a pure steal my biggest win this year.
1 - I have been played with known terms for 3 years without any problem.
2 - they had change the terms and avoided tell me that (by email and by chat).
3 - video poker is very much not a poker game as they are saying.
I am willing to play the "new terms" once again, but all I want from them is to return me my winnings.
I don't know who and how to complain to, and hope you guys can help me.
if you have more question on this problem, I am most welcome to answer you.
thanks
G
this is my first post in this forum, and like to thank all of you and the meister for all the knowledge in the past 4 years in the online industry.
I am not so young, more then 60, and used to play a lot in landbase casino.
but 4 years ago I had tried to play from home and got used to it...
from time to time I have the habbit to look at this forum in order to update and see what problems players have, and by that avoid problems.
now, for the first time in my online history, I have a problem and it is a big one.
on the 26th of May, received email from GoldGate casino about a promotion they have, 50% bonus on first deposit up to 1200$, and then 40% on the second deposit.
this is the place to tell that I play at this casino for the past 3 years, and as far as I know they like me a lot, I lost more then 2000$ in those years.
the problem that the email was without terms for this promotion, so I sent an email for an explanations. none got.
because I played a lot in this place and used to the regular terms of *10(B+D), only wagering purpose which remove after cash out, and regular prohibit games (roulette, craps and baccarat), and wanted to play that evening, I made a 1200$ and asked the bonus from their online software chat, which they did, and then I have asked again the terms, and they told me that it is *50(B+D), and as I remember correctly, no speacial game prohibit beside the regulars.
even thou it is a lot to play, I did not have something better to do that evening, so I played it.
after a long time and after I had finished those lot of terms by playing Video Poker, I have finished with the amazing amount of 9383$ after comps, and 8783$ after remove the 600$ bonus from my account.
a week later, I got an email state that I did not fulfilled the terms of this promotion and therefore, all my winnings were void and my deposit money was returned to my account.
for an explanation I have talked to Candy, the promotion manager, which told me that I did play enough but the terms was also no poker games, and becuase I played video poker all winnings were void...
I told her 2 things: first, I asked for the terms by email which did not get a reply, and by chat which told me otherwise, and second, that poker games is absolutely not video poker games (something completely different).
she told me that as far as she know poker is also video poker, and she do not know anything about email sent by me or terms explanation incorrectly, and therefore there is no change in their decision.
she also told me, and this is correct, that after I have received the bonus, I got an email with link to the terms. on this answer I can tell that this is not help because I started play before got this email, and as for their terms no matter what I have done after play one prohibit hand was played they have the right to void any winning, and second, I may be paranoid, but it was only a link and they could have change the terms after this week, even thou they told me otherwise.
I have asked later the chat history from the casino, but did not get it till now.
now, I dont know what to do, it was obvious that they decided not to pay me my winnings.
but for me it is a pure steal my biggest win this year.
1 - I have been played with known terms for 3 years without any problem.
2 - they had change the terms and avoided tell me that (by email and by chat).
3 - video poker is very much not a poker game as they are saying.
I am willing to play the "new terms" once again, but all I want from them is to return me my winnings.
I don't know who and how to complain to, and hope you guys can help me.
if you have more question on this problem, I am most welcome to answer you.
thanks
G
ort of Spain 
