I had opened an account with Club Gold Casino on 12th of Feb, 2014 after seeing their 400% deposit bonus. I had deposited 100$ and received 400$ as bonus. I was lucky and went on to win around 6000$ after completing the wagering requirements as confirmed by the Customer Care representative. I then made a request to withdraw 2000$ to my neteller account and then after some days again 2000$ to my entropay account totalling 4000$ in total. I was asked for my ID and Address documents which I had sent them and they had confirmed that it was ok. I did not receive any of the amount and after a week when I tried to login to my account it said that my account has been temporarily disabled and to contact the customer care through email. I sent an email to the customer care asking about it and then I received an email from the verifications department given below:
'I am contacting you from the Anti-Fraud and Risk Management department at Club Gold Casino. Please be advised that your account is handled by the Anti-Fraud and Risk Management department only and therefore the customer services department do not have any information to discuss with you.
Your account has been permanently suspended as per our Terms and Conditions, clause 4.12. You shall not deposit funds into Your Player Account which originate from any illegal activity or source. You shall only use credit cards and/or other financial instruments which lawfully belong to You in order to effect deposits into and/or withdrawals from Your Player Account. The Casino shall report any suspicious transaction to the anti-money laundering and/or other authorities, as may be considered appropriate in the circumstances.
Please be advised that the details of the investigation will be saved on our system for reference should we be contacted about this matter in the future.
We trust this is sufficient for your purposes. However, should you require further assistance please do not hesitate to contact us using one of the methods listed below:
Email : [email protected]'
I really was shocked to get this email. Then I emailed back on the given email id as to how I have breached the terms of Clause 4.12 as given. After 3-4 days when I did not receive any reply then I again sent them a reminder asking for the same but I guess they are not interested in giving me a reply.
I am not able to understand the reason as to why they have done this even though I had used my own neteller & entropay account to deposit and withdraw. I really do not want to loose my winnings which I guess the casino is not interested in paying.
Kindly help me in this matter.