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

I deposited $30 AUD I received 200 free spins on wolf game plus bonus up to extra $15 anyway I been playing for years I know you need to get thru 100 per cent play thru I did this after I made play thru I been going ok so I played secrets of the temple 1.60 bet iwon 800 I already had about 600 in acc taking it up to about 1200 so I had a couple of ten dollar bets about five thought to expensive an went back down anyway they void my winnings put my 30 back in acc said I breeched bonus what a load of crap not true as when I withdraw it said success an next day received email saying they void my winnings not right they need to honour my win of $1350 Australian dollar

Dear Blackcat64,

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 I was treated unfairly as far as I knew I only had to get thru wagering requirements they should at least pay the 800 jackpot I won on secrets of the temple on1.60 bet also the whole amount should be put back on account an give as person chance as to not brake the rules but it’s mistake

I want my winnings I won’t stop as I feel the money all

the money 1350 should be Put back in

my acc

Please understand if maximum bet rule is breached during the bonus wagering completion then the winnings are voided, not put back into the account. If you have bet more than the maximum allowed, unfortunately, winnings were cancelled justly.

As I mentioned earlier, 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 very much in advance for your cooperation and understanding.

I was treated unfairly I dt believe I breached any bonus as I had made it thru the play thru 100 percent before betting bigger so I’m not sure why this has happened

I fully understand your frustration, Blackcat64. Unfortunately, until a request to withdraw your winnings is placed, your bonus is considered to be active.

Once again, 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. 

Dear Blackcat64,

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.

Sorry for delay I dt know what else I can say or do I know I did make thru bonus round as when I withdrew it said success thanks for trying I will not play on there ever again or any online casino Blackcat64

Once again, do not hesitate to forward your game history (you can access it in your account or request it from the casino) 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. 

Have asked the casino for history waiting on response as it’s not on acc strange they removed my history

It is unusual that your game history is not accessible or visible to you. However, when demanded from the casino, it should be sent to you as per your request.

I have requested but no response

Thank you very much, Blackcat64, for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you as I know in my heart I did not breach the casino rules they really need to honour my win it’s not fair that they are treating me this way

Hello Blackcat64!

From now on, I will take care of your complaint. I would like to ask Golden Pokies Casino's representatives to join the conversation in order to clarify and resolve this issue.

Thank you so much

We would like to ask Golden Pokies Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Thank you guys so much for trying really do appreciate it 🙂

I bet they dt respond

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.