The player from Germany had his account suspended with €19 locked inside. Therefore, he’s requesting a refund. The casino failed to reply to this complaint and we were force to close it as 'unresolved'.
Mount Gold Casino - Player’s account has been blocked.
Black points: 36
Amount: €25
Mount Gold Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Mount Gold Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
On 01/31/21 I registered at the Mount Gold online casino and paid 25 € on it. After a few minutes, I already lost about 6.00 e with the smallest bets of 0.10. I made this experience in the same way in other online casinos within a year. I consider the perfidious trade and rating system of their dubious company to be an organized, mafia-like crime. After I complained about the games at Mount Gold that had been manipulated by my respect, my account was blocked by a lying criminal employee (David). At this point, there was around € 19 real money in my account. At my request to refund my remaining balance, the freak of the betting mafia David informed me that I had spoiled my balance, which is not the case. According to Section 263 of the German Criminal Code, this assertion constitutes fraud. I urge you immediately to ensure that my credit is refunded to me immediately. I have already reported this criminal process to the gambling supervisory authority, the police and the Nordedeutschen Rundfunk, which has been dealing with the criminal practices of online casinos for months, which you will rate as "good" against payment. I see your company as part of a criminal network that has to be stopped! If I do not get my credit back, I will publicly sue you for damages. I give you my word on that !! The mess that Mount Gold allows itself with your consent, I am certainly not alone affected by it!
Automatic translation:
Public
Public
3 years ago
Dear Andreas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Firstly, I’m sure you understand that I don’t work for the Mount Gold Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. Mount Gold Casino is simply part of our database along with another 3,000+ other online casinos from all around the world.
Secondly, I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to refrain from making threats. I can promise you, if you’ve been treated unfairly, we’ll do our best to help you to get your money back.
Lastly, could you please advise how many days ago was your account blocked and which payment method you have used to deposit funds into it? Was your account verified successfully?
Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
The deposit of my credit was done in online banking> real-time mode (transfer). Since I had this experience in different online casinos within a year, you want to tell me in all seriousness that it is a "coincidence" ?? !! How stupid do you think people are? The relevant forums on the Internet are overflowing with messages in which injured parties rightly complain about how easy it is to deposit money in one of these "dirty shops" and how difficult it is to have one's own money or to be able to make a few cents . Except for the worthless bonuses that are bait for getting people's real money. I consider this business to be an organized crime (betting mafia) and a shame for every reputable local casino !!
Automatic translation:
Public
Public
3 years ago
Could you please advise how many days ago was your account blocked? Was your account verified successfully?
Public
Public
3 years ago
Translation
3 days ago. The account has been successfully verified. I gambled away € 6.30 from my deposited credit (€ 25). The bold claim of the casino that I had completely gambled my credit away is a lie on the part of the employee "David"!
Automatic translation:
Public
Public
3 years ago
Thank you, Andreas, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.
Public
Public
3 years ago
Hello Andreas!
From now on, I will be taking care of your complaint. I would like to invite Mount Gold Casino into this discussion to help us resolve the player's issue.
Public
Public
3 years ago
We would like to ask Mount Gold 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’, which will have negative impact on the casino's rating.
Public
Public
3 years ago
Translation
So you can see what kind of criminal organization this dirty shop is !! If you can't dispose of your own deposited money, it would be interesting to find out what these criminal figures come up with when a customer has the "cheek" to win a cent of real money! I have taken public action against these criminals. Anyone who does not register in this club means a financial loss for these perfidious rip-offs! I warn everyone against falling for these freaks !!
Automatic translation:
Public
Public
3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
