Golden Pokies Casino - Player’s winnings have been confiscated.

On this day I had deposited $120 and they gave me a $5 bonus, apparently during the $5 bonus I breached theirs terms so they took away my $2500 pending withdrawal and gave me a $30 reimbursement. My account has been blocked also. DO NOT PLAY GOLDEN POKIES ITS A HAVE

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please specify which exact bonus you have activated or been activated inside your account? Did you receive any explanation which exact rule has been breached and why your winnings have been cancelled?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you, Paul, for your email. Could you please advise if you have received any promotional offers from this casino previously?

Hello I hope your well, they give you the option to click on different options when depositing money, I normally never select them because I know your held into turning over such amount but I did for 85 free spins.

Have you been notified when $5 bonus was added to your account?

It must of been added when I deposited the last $30, I just wanted the free spins and didn't think about the bonus. There's no history in my transaction list on the website saying anything about me trying to withdrawal any money, I've been had and it's cost me

Thank you very much, peedee78, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 very much for your help

Hello Peedee78.

Unfortunatelly beaching the max bet rule is a legitime reason for not paying the winnings. I would like to know; the winnings were from the deposit of $30 + $5 bonus? This casino has a terrible rating, and in the past, they use dodgy and unfair practises to take away the winnings from the players, so I would like to know all the details.

Can you please check the deposit and bonus history in your account?

Hello I've just gone on and had a look at the history, the last deposit I made of $30NZD at 15.46 on the 24th and I received a bonus of $5 with this deposit. I continued to play as I had to turn over at least $3000NZD to be able to withdrawal any winnings. I had already accumulated my winnings and then at 19.02 on the 24th the $5 bonus was released into my account. as far as I'm concerned the winnings had nothing to do with the $5 bonus I received after the fact. I have saved the pages from my history list if you'd like me to send them to check the time etc let me know

thank you

Please send me your game history to matej@casino.guru

Unfortunatelly this casino is not answering to players complaints in the past few months. And because they are operating without the license, there is no jurisdiction where you can seek help.

Hello Paul. 

Please login to your account and send me your game history. (I can't do that as I explained you in email)

Thanks.

Dear Paul,

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.

apologizes for not contacting you, its not that easy to send you the game history but I'll try get it sorted this evening and email to you. I'm aware that I wont get anything out of this but these guys cant continue to take money and when they're meant to pay out just void the withdrawal on a bullshit reason

Thank you. If the casino answers to you, then you can ask the support agent to send you the game history in excel file. That's much better than doing screenshots.

They don't answer is the problem

And in case you fail to answer in the given time frame, and we close your complaint, you can always reopen the case later.

The standard reaction times are preset to 7 + 7 days.

Unfortunatelly Paul from your screenshot is not possible to determine if the last $5 promo was why the casino void your winnings. I also saw other promo bonuses what you took. I am afraid that I need to check your game log.

I would like to invite the casino representative into the case. Please provide me with Paul's game log on matej@casino.guru, and I'll check it.

Paul: Did you receive some email from the casino about what happened and why they void your winnings?

We would like to ask the 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’.

Hello Matej, I forwarded the email to you I received from golden pokies about the supposed reason they took my winnings away, I hopefhay males sense to you.

Thank you

Hello I'm guessing the casino hasn't made contact like every other person that's had their winnings taken away

Unfortunatelly the casino is non-responsive. From Paul's email, it looks like the casino cancelled his winnings because he received a $5 bonus and therefore the max bet was only $1. Unfortunatelly we do not know if his winnings were from this bonus or real deposit what Paul made.

Because the casino didn't respond, we are closing this complaint as "unresolved."