Goldenbet Casino - Player's win wasn't credited to her balance.

Today I have bonus in a game. I won 2710 pounds, but money wasn’t added to my account. Support chat can’t answer on my question why it’s happened.

Dear sabusik14,

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

Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

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

Best regards,

Tomas

Hello. I send email with bet history screenshots. And I have new information about my case from Goldenbet support. They write me, that my bonus was cancelled, because the bonus is cancelled automatically when the balance is bellow 1 GBP. I never see rules like this. I think it's not fair. I get bonus in my last spin. Is it possible that i get my money back, if bonus was cancelled?

I read game rules, and don’t find any information about bonus cancelling. And I read Terms of Goldenbet and don’t find any information about it

Few days ago I send you email with support chat transcription

Do I understand correctly the last spin would get your balance under 1GBP when you made it?

Could you please advise what was the amount you bet on the last spin and what was your balance before you made the bet, to your knowledge?

Did the casino give you an update about the situation since you last spoke with them?

Yes, my balance before I made last spin was 2 pounds, and the amount of bet was 2 pounds. Then I get bonus and balance on my account was 0 pounds.Casino support chat write me, that they wait information from provider.

Thanks for your replies.

Did the casino remedy the situation since your last message? Were your winnings credited back to your casino account?

I'll await your reply.

No, I write them every day, but they just answer me, that they wait information from provider and I need wait email from Goldenbet support team.

Thank you very much, sabusik14, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future. 

Hello sabusik14,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just to check what bonus did you played with?

We would like to invite Goldenbet Casino to join the conversation.

Dear Goldenbet Casino,

Can you please provide more information on why the player's winnings were not credited? I've checked your Terms and conditions and have not found there a rule that a bonus will be automatically canceled when the player's balance drops below 1GBP, can you please direct me to where I can find such a rule?

I was playing a game Legacy of Dead, and I get free spins in this game. I use my money, not casino bonus money.

Yesterday I wrote to the support chat again. They replied that today I would receive an answer, but I never received it. I wrote back to the chat, they answered that I had to wait for more. They can't answer how long to wait. I have all chat transcriptions.

Dear sabusik14,

Thank you for the update. I have received this response from the Goldenbet Casino team:

"Thank you for your email.

We will gladly participate in this conversation as we wish to resolve any issues our customers might have faced. In order to do so we would require this customer's username and email address used for registering in our website. We would kindly ask you to convey to this person our request for them to write an email to support@goldenbet.email from the email they have used for our website and mention this thread from your website as well as describe the issue in detail as to help us better understand this case."

If I'm not mistaken, you have already reached out to Casino Support, right? I will again try to communicate the issue you have to them. Just to check your Goldenbet Casino player ID/Name and your registering email are the same as you have provided to us, right?

Thank you for your help. They added money to my account. They just wrote that we need to wager 1332.5 pounds. They replied that these were all my deposits. But I counted that the amount of my deposits 760 pounds, and I wager it when i play befor. I don’t understand, how it works. I will write about it support chat. But this case you can mark as solved. Thank you so much again.

Dear sabusik14,

I'm glad we were able to help you move with your complaint. Have the whole disputed amount (£2,710) been credited to your balance, or is the amount different? As you mentioned " we need to wager 1332.5 pounds " is this to wager your deposits or the winnings?

Yes, i’m not sure, what support chat mean, when they write me- In addition. you have to wager 1332.5 GBP. They just write me, that I need make bets for this amount. As I understand, i can’t make withraw until I have not wager 1332.5 pounds from my balance, but I made deposits 760 pounds. And yes, all 2710 pounds was credited.

Dear sabusik14,

Thank you for the clarification. I'm glad you have received the full winnings back. The wagering requirement seems quite standard to me. It is nothing unusual that the winnings from the bonus, which were the free spins you've received in the Legacy of Dead game, need to be wagered until you can request a withdrawal.

I wish you the best of luck in managing to successfully wager them 🙂

As the main issue (the voided winnings) has been solved, can we consider your complaint to be resolved?

Yes, thank you so much!

Dear sabusik14,

Thank you for confirmation. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru