Golden Pokies Casino - Player’s bonus winnings have been confiscated.

I deposited $30.00 I got free spins and won $48.00. I kept playing and got up to $1200.00.

I finally got down to $650.00 and decided to withdrawl I got a few emails back saying they needed a photo of the front and back of my credit cards and then they would proceed to pay me. Today I got and email saying this

Hello Layna,

We would like to inform you that we received your documents. However, for the Account Validation Process to be completed and for your Pending Withdrawal to be processed immediately, simply upload them on your own by selecting the ‘Documents’ section from ‘My account’.

• Credit/Debit card(s) - used in our casino.

All 4 Corners, the first 6 and the last 4 digits of the card(s) number, your name and the expiry date must be visible. For your own safety please cover the 3-digit CVV/CVC code on the back of the card(s).

I do that and then I get a email saying that the team has decided that I don't qualify I better over $48.00 to get the win they are taking the $650.00 and giving me my $30 back in my account for a second chance to win omg.

Dear Laina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have initially activated and played? Do I understand it correctly that you have been accused of breaching maximum bet rule while completing bonus wagering requirements?

I have checked general bonus terms and conditions, and this is what I found https://www.goldenpokies.com/en/terms-and-conditions:

"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."

Are you aware of placing single bet higher than the maximum allowed one? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronella my highest bet was $6.00. I looked through my history and when I got on the live chat they wouldn't listen and said I should respect their conditions.

Hello Laina,We wish to inform you that your winnings are placed back into your casino account balance for failing to upload the documents required for account validation.Please be reminded that before checking your withdrawal it is mandatory for your casino account to be fully validated and for us to validate your account, we ask you to upload the rest of the documents we have mentioned in our previous email or send it to documents@goldenpokies.com.Photos taken with your mobile camera, tablet or laptop are acceptable as proof.Should you have any questions regarding this matter, please do not hesitate to contact us.Best regards,The Golden Pokies Payments Team

But the money wasn't put in my account only the $30.00 I deposited

Thank you very much, Laina, for your quick reply. Could you please advise how much was the bonus rewarded to you when you’ve deposited $30?

I won $48.00. So I had $78.00. I was down to my last $13.00 and I won $240.00 then I kept winning I got up to $1280.00 but everytime I went to withdraw they said I need to send another ID I ended up withdrawing $650.00 and by then I had sent in all my id and they said it should take another 5 days. Then on Sunday I got an email not from them it looked like a spam and it said sorry your winnings is cancelled because your bets were over $13.00 I have never betted more than $6.00 I went through my history and their we no bets over $6.00 I then proceeded to email them and their response was sorry that's our conditions you need to respect them but we have gave you your $30.00 back for a second chance to win. I asked for the money to be put back into my card but they wouldn't so I closed my account.

Thank you very much, Laina, for your reply. If you’ve deposited $30 and received 100% bonus, then your maximum allowed bet while completing required wagering had to be under $6 (Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited). It means that even betting $6 would be considered as breaching the max bet rule.

However, if you have decided to close your account there is not much, we can do for you.  Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Thank you for your help it says I betted $13.50 not $6.00 I closed my account so I don't play anymore with Golden Pokies

Unfortunately, since you’ve closed your account, I’m afraid, there is not much we can do for you. I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.