Golden Tiger Casino - Player's account labeled as 'In Arrears'.

Won the money on November 9th, I won over 900 but over the time played with the money while I have been waiting for my withdrawal to come. They sent me to risk management and have stated that my account is in arrears. But the thing is the deposits didn’t even come from my bank account and the one day in particular March 24th I was in the hospital with pregnancy complications and had to deliver my son, and they said it’s coming from the same ip address.

Dear jmacmaster25,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Golden Tiger Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you made a withdrawal request of $900, but then lost some of the money while playing? Has your withdrawal been approved?

Would you mind providing more information about the problems you are facing with your deposits? Have you made any deposits using a payment method that does not belong to you? Also, could you please let me know when was the last time you contacted customer support and what was the reason for your communication?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear jmacmaster25,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Veronica,

thank you for the quick reply! Sorry been busy with Christmas !

So I originally won $900 and requested the withdrawal on November 9th.

After waiting, and speaking with the customer service I was asked to send an email to risk management as my account was in arrears. This was on November 15th, I was told they would return my email no later than 2-3 business days.

I emailed them again on November 20Th, i finally got a reply back from "Katie" asking for my bank statement. I emailed her back right away with the documents she requested.

After no response I emailed them again multiple times on November 21st with no response. Finally on November 22nd I got a reply asking where the banks statements for March and April with account ending in ****.

I replied back to Katie stating I didn’t have a bank account with those numbers, never have. I email her a few more times with no response till the 27th. I have now lost $200 by playing in the time I was waiting and was requesting my withdrawal now for $700. The email now i received was "I have reviewed the deposits made with xx8504, multiple transactions were made with this card. Each transaction had consistent IP network hits, confirming that there is no indication of any unauthorised access. The security of your devices within your household is your responsibility and this includes who does and does not have access to your mobile/PC and credit card information.

I can reverse part of your withdrawal to clear your total arrears of $549 and can then release the remainder of your withdrawal."

So I reply back right away stating that the dates they have for those arrears I was in the hospital delivering my son who was stillborn. So it couldn’t have been me or my family as we were ALL at the hospital.

No response back again, I sent another email on dec 1, dec 2, dec 5th. Finally I got a reply on the 5th from Katie "Hello Jessica,

 As mentioned in my previous email, I can reverse part of your winnings to clear your arrears. 

 Then the remainder of your withdrawal can be released. Are you happy to do this?"

She ignored everything I had explained to her and had zero empathy.

So as of today they will make me pay the arrears of over $500 if I want any of my 700 winnings.

Before we move forward with your case, could you please send me the emails you received from the casino regarding your account being in arrears? You could also send me emails about the transactions made by the card that belonged to a third party. My email address is veronika.l@casino.guru. Thank you.

Dear jmacmaster25,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of jmacmaster25. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear jmacmaster25,

After a thorough review of the emails you sent me, it appears that your winnings have been withheld because you made deposits using an unverified card. The card in question ended with the numbers 8504. Can you please confirm if you are the owner of this payment card? Please note that using a payment method that does not belong to you is a violation of the casino's Terms and Conditions.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.