Mount Gold Casino - Player complains that they didn’t receive cashback bonus.

I had 165€ in cash back, and according to terms and agreement there should not be any problems by setting self exclusion on. But I just realized that the casino deleted the 165€ and calcite common sense that they erase my cash back by self exclusion.

I have transcripts of the chat and picture of terms and agreements

Hello,

Thank you very much for submitting your complaint. Unfortunately, we are not in a position to help you. I’m sure you understand that if you have requested a self-exclusion your account will remain blocked, and no promotional offers can be activated inside an account that has been suspended.

Would you be happy if the account which has been self-excluded is reopened after a while? I’m sure you wouldn’t like it. The whole point of the self-exclusion is to restrict a player from gambling.

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.

Best regards,

Petronela

I often requested a self-exclusion for a short period. For example in NoBonusCasino my cash back is still available when my account automatically open again. If I knew Mount Gold Casino would delete my cash back, I would not just throw away 165€. YetiCasino also keep the cash back when I exclude my account for period. The problem is, that if you look at terms & condition, you see nothing about deleting cash back. I often exclude my accounts for 1 to 3 month. If I not playing, why have an open account?

This is a problem, and make no sense. I have the whole chat by email if you are interested.

Thank you very much for your reply. Please understand if you self-exclude yourself due to a gambling problem from any casino, your account should be blocked permanently without an option to be reactivated. Therefore, it makes no sense to have a cashback bonus ready if you won't be able to play again.

However, there is a difference between closing your account for a certain period. Unfortunately, if you have mentioned a gambling problem, any serious and reliable gambling establishment should close your account without the possibility to have it reactivated ever again.

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.

Thank you too.

Who said I self-exclude due to a gambling problem? I self-exclude because of security. When a casino ask why, I always inform that I need a break from their site which is correct. If they assume I have a gambling problem, They should ask instead of conclude based on assumptions.

Mount Gold Casino did not ask why, when I did self-exclude for 1 month. (by an accident. It should only be 1 week)

I do not want an account to stay open, when I do not use it.

I think you should take into considration, that Mount Casino delete cash back without state it in the T&C. This in not compliance. I have an account on several sites, where they do not delete cash back if I self-exclude.

Please take into considration, that deleting cash back should be stated in T&C, else it should not be deleted.

Do you think I would self-exclude, if I knew Mount Gold Casino was going to trash out my money?

If you are unable to help with my complain, I think the only possible way for me to complain, it to contact Malta Gaming Authority. This is where their licens is registered.

Please, let me explain you what the difference is between closing the account and self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem).

Because you have mentioned self-exclusion in your very first response, I assumed that you wanted your account to be blocked permanently due to a gambling problem.

Nevertheless, I have checked the cashback bonus rules (here) and this is what I found:

"...

Cashback will only be paid out to accounts with an active status

...

Mount Gold reserves the right to cancel this promotion at any time without informing the players in advance"

It means that you are not eligible for a cashback bonus if your account is deactivated (permanently or temporarily).

That's my point. Off course I am not eligible for cash back under deactivation, but I did not deactivate my account, I made an temporary exclusion. There are nothing about that cash back is erased in temporary exclusion.

I asked the support about that, and he said that it was common sense. Apparently not, since I did it and believed that my cash back was on the account when exclusion period was over.

Would you agree with me that during the"temporary exclusion", as you call it, is your account inactive?

Yes my account is inactive, until the date set for active, and as they write in T&C; "Cashback will only be paid out to an accounts with an active status" Not that cash back is erased. The problem here is, that the money will not be there anymore, when my account is active again.

Please understand, casinos are not obligated to reward their players with bonuses, and bonus privilege can be limited or revoked at any time without further notice, especially if you block your account.

Once again, 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.

The only thing that justifies their behavior is this statement:

"Mount Gold reserves the right to cancel this promotion at any time without informing the players in advance"

so I ageee on your conclusion, but I still feel it is a very bad behavior, but anyway, I am not forced to use their sites, so this will be the consequences in my case, and I will rate the casino as bad.

I understand your point of view. However, after gathering all the necessary information we are rejecting 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 any other casino. We are here to help.