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

trying to withdrawl two lots of 5k after hours of playing..recieved an email stating that the withdraw is void because the bonus bet money was 60dollars and that my bets somehow while being taken from my real money was higher then allowed..20percent of the total bonus amount only allowed to be wagered..i was betting 5 and 10 dollars as i had won 500 and got to 12k after a few hours..they have returned my initial 100dollar deposit to my credit and taken all money that i had on credit.1100 roughly.

Dear Joe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every bonus comes with some conditions and wagering requirements are one of them. I checked the casino’s Bonus T&Cs and I found this:

„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 specify how much bonus money you received? Was it those 60 AUD? What was the highest bet you placed during the bonus play?

Looking forward to hearing from you.

Best regards, 

Kristina

Dear Joe,

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.

Joe has been trying to post a message, but he wasn't successful, but he sent us an email with what his reply would be:

"Bonus bet was $60.28....and as the bonus bet is hidden i am not sure when the bonus bet is active or not.only when you place the cursor over your balance is the bonus visible..100 deposit got me 160 to spend,,got down to 17 dollars,then slowly got it to 100...then 200 and looked to see if i could cash out,,still had 2500 to turn over...got up to 500 and then 1000 and then i started to bet 5 dollars a push...got to 2000 and then looked to see if i could cashout,,still had around 1000 turn over...i remember seeing the bonus still at $60.28 and didnt understand why it was still there and not used already..had then raised my bet to 10 dollars a push and got to 11 thousand dollars...withdrawl 5000 but got rejected and all other money in my balance put to zero with a 100 dollar return back to me"

Unfortunately, since you've placed bets of $10, you breached the maximum allowed bet, wich was $8. Sadly, in this case there is nothing more we could do and the casino returned your deposit back.

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 your winnings have been confiscated. 

Sadly, there is not much I 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 contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Unfortunately, because the player breached the maximum allowed bet, we were forced to reject this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.