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

i had no wegering. I was also a bronz VIP member for a good 6 mths. There for my playback % is 30%.

I had 2 active bonus cash backs from same deposit bonus made twice in a row.

$30 deposit for %30 bonus cash.

my bonus cash was $9 each time there for totaling at $18

30% of $18 is $5.40

there stating now I am not vip bronz anymore and I had used bets of $2 $3 $5.

I was under the amount.

please help me get my cash. It’s not right. I play and deposit every week

it does not state anywhere on there terms and conditions that 2 deposits at the same time only pays with the one cash bonus amount. So there for I’m not in breach

Dear Connie,

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 along with any relevant communication 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

Hi there. Petronela. I have a few emails that were sent back and forwards. And i will gladly forward you thoes emails along with games history and deposits etc.

the last email I revived stated I placed higher bets from a certain game. I went back and looked. And I was past my wagering at that stage.

they seem to think I was only $9 in bonus cash but infact I was actually $13.50 at that stage. And I was a VIP bronze member until well when I decided to withdraw. And that states that I can in fact bet 30% on cash bonus. So I was well under the rules. Some reason they decide to take me off VIP and now void my money. My game history prior and after is very consistent. Thank you for your help. And I will gladly send you all that is required

Also they stopped responding to my emails when I told them I had proof of the mistake they are making

thanking you

connie

Thank you, Connie, for your reply. I will be waiting for the emails and game history patiently.

Dear Connie,

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.