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

To whom it may concern,

I went onto Golden Pokies Casino.

On the 2nd-January-2021 at 3:16pm I deposited my own $50.00 Neosurf that I purchased with my money.

I had won approx. $1,100.00 (Not the exact figure)

I then went to cash out by going to "WITHDRAW" on my account & it was giving me an error saying that I needed "To meet the wagering requirements before withdrawing, please contact the support team for further information"

I then went to the online chat support team & was put through directly to your support agents on live chat.

They had advised me I needed to wager another $3,999.00 to be able to withdraw the winnings.

I accepted this information and had continued playing until I had met the requirements needed and that was to wager the above amount with various bets involved

The email communication from your payment team states that I played high bets on my bonus $100? However, I had won over my bonus and wagered through that already as the bonus was well played out when I had communicated with your support agent on live chat and that's when the agent had advised the rules of wagering another $3,999.00 and because that requirement was met and successfully exceeded the wagering amount, the payments team had "voided" my withdrawal?

On the 03-January-2021 at 2:22pm, I then submitted a "BANK TRANSFER" and it was pending Withdrawal and then had sent me an email to submit my Identification documents which was approved and successfully sent.

I had then finally won $4,741.41, I went to the "WITHDRAW" and this time it went to the verification documents requirements and I had submitted the documents successfully and they were all "Approved"

The documents included.

- Credit Card Front

- Credit Card Back

- Proof of age card

- My Electricity Bill

- Bank Statement

On the 04-January-2021 at 12:14pm UTC timezone, I recieved a very disturbing email from your payments team

I will attach a copy of the email I recieved when I had withdrew the $4,741.41

The email in a brief explanation stated that they have voided my winnings & they re-enforced the wagering requirements I needed to follow before withdrawing again and the payments team had placed my $50 deposit that I originally deposited with on the 02-January-2021 back into my account and removed every other dollar and cent I won.

When I go into "My Banking" and hit "Withdrawal" I get a error message "Withdrawal is Blocked until you have turned over $402.50 AUD"

When going into "My History" and selecting "Bonuses" there is a Balance Adjustment of $4,450.08 and this adjustment was done by your team.

The fight I have and have legally recieved advice further for was the fact, the first time I withdrew the winnings, it wouldn't let me proceed with submitting my documents and explained exactly what I needed to do to withdraw my winnings, so then when I spoke to the agent on the online chat, they have advised me to wager only $3,999.00 and this was done successfully and I had proceeded with doing all various bets i.e - 50c, $1, $2, $4, $6, $8, $10, $15 etc.

Regardless I followed the correct procedures & I have adhered to everything the agent advised on the online chat, then to be given the email attached.

I need my complaint carefully looked into & thoroughly investigated as I am extremely disguisted with this outcome from Golden Pokies Casino.

I have played many online casinos and your rules are illegal and I have investigated legally into my case and what your casino has done is incorrect and entirely illegal

Please respond at your earliest convenience in accordance to my email to you.

I honestly would like to compromise with a solution to this issue because I will persue to get further legal advice on this inappropriate and unprofessionalism of your Online Casino (Golden Pokies Casino)

The ideal solution would be to atleast withdraw $500.00 as it was explained to me on the live chat that I only had to wager $3,999.00 after I had tried to withdraw a first amount and wouldn't let me proceed to the documents verification page but the withdrawal of $4,741.41 had redirected me to the verification process after the withdrawal was requested by me.

The way your agents and support online live chat team get trained is not my problem and the misleading information provided by your online support team is really unprofessional and is illegal to provide false and incorrect information.

Thank you in advance

Warmest Regards,

Mark

Dear Mark,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, 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."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Mark,

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

The player can reopen this complaint anytime.