Club Gold Casino - Permanent Suspension of my acount after Winning

RESOLVED
kunal India
posted on March 6, 2014.

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.

Thanks.

posted on March 7, 2014.

Please be advised that with regards to this matter all the relevant information will be sent to AskGamblers for their independent review.

Please also note that the player's documents were receive but the account was not confirmed verified. What the player is referring to is the confirmation email upon receiving the documents which is not the same thing.

With regards to this matter we would also like to emphasize that a serious notification was brought to our attention which required the deposit to be refunded and the account closed.

These actions have already taken place.

Best regards

Dino G

kunal India
posted on March 7, 2014.

I guess the player should also know as for what reasons he has been accused of breaching the Terms & Conditions. Simply saying that 'Your account has been permanently suspended as per our Terms and Conditions, clause 4.12' is not right. The reason as to how have I breached this condition also should be told which the Casino is not telling even after my two emails. Also let me and every body know the serious notification you are talking about which was brought to your attention which required the deposit to be refunded and the account closed. Although I have not received my deposit back but I am not willing to only take my deposit back but I am willing to take my deposit with all the winnings back as I have not done anything wrong. Make me and everybody aware of my action which has brought my account to be suspended.

posted on March 7, 2014.

Please be advised that as previously mentioned, the transaction has been fully refunded.

If the player however is unable to see it, then the most appropriate action would be to enquire his payment option used to deposit, the reasons. We are sure they will inform him accordingly.

kunal India
posted on March 8, 2014.

I would request to please answer the main query which the Casino management is avoiding instead of emphasising on the refund of deposit as my complain is not regarding the refund of deposit but the reasons of permanent suspension. I still believe that there may be some mistake from the casino verifications because of which this thing has happened and a proper enquiry by the casino management will surely solve this.

AskGamblers
posted on March 10, 2014.

 We were informed and showed evidences by the casino management that the player has indeed committed fraud and breached casino's specific terms and conditions, point 4.12 to be more precise -“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.”


Player's initial deposit was refunded and we suggest him to turn to his payment provider for more detailed explanation. Case is now closed and considered as successfully closed.