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

denied my withdrawals

I was informed that I breached my terms and conditions

i played a new game outback Gold

after 100 spins- I had no free spins

the game has options to buy spins

i was told that over exceeded my maximum bet.

Their audit team refused to authorise payments

Dear Abraham,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue. I hope I understood correctly that you have been accused of placing bets greater than the allowed ones while completing the bonus wagering. I carefully checked the Bonus Terms on the website, and this is what I found https://www.goldenpokies735.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.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

It is important for this organisation to restrict players from over exceeding the maximum bet required. It’s hard to always see or aware of the terms when are playing the online games. For my situation I felt this organisation would not want anyone to win anything.

they almost 4 days to respond

I agree, Abraham, that it would be ideal. As I mentioned earlier, 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.

Could you please clarify if you are aware of placing greater bets than the allowed ones while wagering the bonus?

The outback Gold allows players to buy spins - the minimum is $12.50 (single bet would have been $.

0.25)and maximum is $675( single would have been $12.50 bet)

buying maximum spins - in my case I didn’t realise I was breaching the terms and conditions

How you would know this if games are not restricted.

today I managed to win something $3500 without using bonus options

they are tying to fabricate other issues

Could you please forward your deposit/cashier history along with bonus redemption logs? Have you activated any promotional offer before you were accused of breaching the maximum bet rule? Thank you.

thats the game that I played

Have you activated any bonus when placing that last deposit?

it was an offer on their page

a deposit of over $200- $5000

i placed a deposit of $300

which gave me $600

I'm truly sorry but if you are aware of placing greater bets than the allowed ones during the completion of bonus wagering, there's nothing we could do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I wasn’t aware of it.

that’s what I said from the beginning

If I understood correctly you were not aware of limits but you admit that you have placed greater bets, is that correct?

I bought featured bet not knowing that it was considered as a single bet.

Outback Gold is a new game. If you look at the game itself. The maximum you can bet is $12.50. I was doing $3 using feature bet.

Like I said other casinos don’t have those tricky terms and conditions

I spend a lot of money at goldenpokies but I never won and anything. This would have been the first winning such huge amount. On that game that I allegedly breached conditions- I didn’t win that much. My winnings came from another game when the wagering was finished

look at how they intimidate customers

this happened after I won $3500 last week

no congratulations messages

they seemed bitter

they deducted $296 from my winnings

my other bank noticed that they were doing my transaction every-time I deposited something

im waiting for the payment

it’s day 7 now

Could you please advise if you have requested any chargeback in the past? Why the amount of $296 has been deducted from your winnings?

Have you been informed why the amount of $296 has been deducted from your winnings?

Dear Abraham,

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.

Have you been asked to provide a bank statement from that time period? I assume that it should be December 2020, not 2021.

i don’t think you are following my argument

I am not sure whether my issues will be resolved here.

The issued I raised was $5000 that was denied- due to bonus issues- that are more repressive and un cold for.

In normal sense, who would go to casino place and start spending the whole night reading terms and conditions.

These guys denied a number of payments for me.

This time I tried to stay within bonus terms not knowing that buy feature games count towards maximum bet required. I’m my situation it was my first using featured bet when bonus was active. To me didn’t know what this meant

The second was communication issues after winning $3500

and they decided to deduct my winning regarding a fraudulent a let from my bank which had nothing to do with me

they deducted $296 - when the amount held was $200

In this situation why this site allowed to operate targeting vulnerable people like me

1st issue:

If I understood correctly, you have bought a bonus feature for $675 ($12,50 a bet). You have been accused of breaching the maximum bet rule and your winnings were confiscated.

Could you please confirm it?

2nd issue:

You have been accused of placing a chargeback and $296 was deducted from your winnings. Could you please advise if you provided a bank statement to prove the oposite?

Thank you very much in advance for your reply.

Yes bought featured bet

based on their terms and conditions it was above their maximum bet for that particular bonuses

I thought I was doing the right by maintaining my bet below $15 which the VIP

featured bet that i below that amount would be under $15 not knowing it was going to count towards maximum bet

when I showed them the text from the bank they where happy not to see the bank statement.

but the good thing that they paid me $3200 instead of $3500

I do apologize, I didn't realized that your player's status was VIP therefore, the maximum bet allowed could be greater than for the regular players. Could you please advise how much was the rewarded bonus that you have received? Ideally, please specify the deposited amount along with the rewarded bonus.

$300

at100%

$600 in total

like I only did featured bet lesser amount

my $5000 came when the bonus thing wasn’t showing

my winnings were more $8000

decided to $5000 which was maximum a day and I ended loosing the $3000

I have checked the entire general bonus terms and conditions, and this is what I found https://www.goldenpokies735.com/en/terms-and-conditions:

"Please note that some titles allow in-game bonus feature purchases. Once completed, such a transaction is regarded as a one-time bet of the same amount as the cost of the bonus feature. For example: buying a bonus feature of $20 in a game will be considered as a bet of $20."

If this clause wasn't included in T&Cs we could argue that a single bet was much lower than the entire amount of the feature. However, if the casino clearly stated that it will be considered as one bet we can only make a recommendation to those who write the T&Cs but in reality, we have no solid argument to confront the casino.

My issue is that it is a trap that they for use for customers

I didn’t realise that they were terms and conditions until they denied some of my payments. Last time they denied $2600 and paid me $550

Dear Abraham,

There’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. I understand your point of view but this rule is explicitly cited in the T&Cs. We would try to make a difference and confront the casino if there was not specified that buying a bonus feature will be considered as one bet.

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

Dear Abraham,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

To be I don’t have anything to add/ apart from things that raised. Your site similar cases related to mine.

This page is about understanding the rules. I don’t think they should be allowed to operate. Other help ignorant customers from making mistakes by restricting those games to allow new comers not to make mistakes

I only realised my mistakes after I was not allowed to get my withdrawals

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. Thank you for your understanding.