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

Deposited $30 with a bonus played on an off for 4 days with winnings going up an down between 500 and 3000 making a withdrawal on day 4 of 3100.. sent through all identity documents whilst withdrawal was pending. I asked how much my total withdrawal was in there chat room with a response from them was $3100. 24hrs later they took all my winnings and said because I was betting more than $1.80 per spin my winnings were invalid. Seems like a big load of crap. Please help

Dear Tash,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.goldenpokies735.com/en/terms-and-conditions:

„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 how much was your last deposit and the bonus amount credited?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

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

Could you please clarify when you have placed the last deposit?

20/09/2021

Please try to send me a screenshot of it. Thank you very much.

Could you please advise how much was the rewarded bonus?

Not 100% sure but I think it an extra $9 on $30 deposit

This was there response

Thank you, Tash, for your reply.

If you have deposited $30 and received a 30% deposit bonus ($9) then the maximum allowed bet during the completion of bonus wagering would be lower than 20% from $9 = $1,71.

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited."

Are you aware of placing greater bets than the allowed ones? Looking forward to hearing from you.

Yes and I'm sure this was not breached till after the wager was completed

Please understand that from the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session.

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. Thank you very much in advance.

Yes I understand there was multiple withdrawal. Bonus should have been finished after first withdrawal then?

But you kept playing the same funds. You have requested a partial withdrawal only, is that correct?

I didn't deposit anymore that's correct

Multiple occasions I asked what my withdrawal was not once was there a mention of any bonus still to play or any breech

I'm sorry, Tash, but if you have breached the maximum bet rule before requesting your first withdrawal then your winnings were confiscated justly.

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

I should have looked at there poor rating before depositing. Thank you for your help

I wish I could be of more help. I’m very sorry we couldn’t assist 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 now close this complaint as unjustified. Thank you for your understanding.