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Hi how are you going am I currently was playing on the casino golden pokies Last night 2 this morning and I was playing a certain game And With the re last couple of deposits I made from Bank account $30 no bonuses added. And from the that I was lucky enough to win total of man of $2000. I pretty I have been verified all documents previously before because I have won a Money Last year golden pokies Casino. I had to contact you guys when I won my last amount of winnings Because the golden pokies was trying to not pay me and made excuses to try and the delay my rightful payment I have read terms in conditions everything and I am aware with the terms and conditions and yes I do not believe that they are in the right with this again sorry because i know my last couple of deposit i made wasnt on any bound terms nothing so I deposited $30 no bonuses from my own key card and I ended up winning $2000 which I am trying to withdraw and of now And I now received an email saying that apparently I was under the bonus terms which is incorrect I can I have screenshots everything and yet I know they trying anything to yet again avoid paying me what I won fairly if you can please help me with this would b so much appreciated i let them know to i won't let this go I'm goanna take it as fair as it need to go till I'm paid what I won with my own money thank u I'll even take it to accrent fair and to the adbudsmen I'll expose the site to be fraud and not doing the right thing i don't care they wanna try test me like f××k ... !

Dear Tanasha1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I see that this is the term you breached allegedly:

"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."

Could you please advise whether you had any active balance when you made the $30 deposit?

Would you be so kind as to forward your game history together with your bonus history? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your reply, Tanasha1, however, this is not your game history or bonus history. Would you be so kind as to forward both as soon as possible?

Also, you still haven't clarified whether you had any active balance when you made the $30 deposit.

Dear Tanasha1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

No I didn't have active balance I deposited $30

Tanasha1, you still haven't provided your game history. Please, send it to me as soon as possible. Thank you.

Dear Tanasha1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.