Golden Pokies Casino - Player's withdrawal of winnings is denied.

I am lodging a formal complaint regarding a denied withdrawal of $10,000 from Golden Pokies (now apparently transitioned to Pokie Spins).

The casino has refused to pay my winnings, alleging that I breached bonus terms and conditions by placing bets above the allowed limit during an active bonus.

I strongly dispute this claim.

At no point during the bonus period did I place bets exceeding $10. The casino has alleged bets of $20, however this is incorrect. I have requested full gameplay logs and evidence to support this claim, but no such evidence has been provided.

Additionally:

No warning or restriction was applied during gameplay

The system allowed all bets to proceed without any indication of a breach

The decision to void winnings appears to be retrospective and unsupported

I have contacted the casino multiple times requesting:

Full gameplay and transaction logs

Identification of the alleged breaching bets

Confirmation of when the bonus was active relative to gameplay

Despite multiple attempts, I have received no response.

This matter is further complicated by the apparent closure or transition of Golden Pokies to Pokie Spins. It is unclear which entity is responsible for my account and outstanding winnings.

I am seeking:

Full payment of my $10,000 winnings, OR

Clear, verifiable evidence of any alleged breach

At this stage, the casino has failed to provide transparency, evidence, or adequate communication.

I am requesting assistance in resolving this matter.

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Dear Chelle2382,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"13. Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 8 NZD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion.

14. Please note that some titles allow in-game bonus feature purchases, as well as "gamble" and "double" features. Once completed, such a transaction is regarded as a one-time bet of the same amount as the cost of the bonus, gamble, and/or double feature. For example: buying a bonus feature of $20 in a game will be considered as a bet of $20.

10. It constitutes promotional abuse when players betting with an Active Bonus in effect place wagers equal to or higher than 20% of the total value of the bonus, which can also be translated into stakes equal to or more than EUR 8 of the total value of the initial bonus claimed."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is petra.h@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra