Club Gold Casino unfair and unique behaviour

RESOLVED
posted on June 12, 2013.

Hi everyone.I play on line since 2003 and love Playtech platform, so I think I know all those casinos quite enough.Never had problems (sometimes resending docs) or break any rule.This is my first complain, indeed!

On the 17th of April I decided to deposit at CGC, after about one or more year.(slow payments, different infos, high WR).I deposit 100 and get 77.WR I really don’t remember, it seems to me 30 x.Cash out 600.Then I redeposit (cancelling WD with non bonus) and hit 1082.On the 24th of April my money are still on pending , so I come in chat and answer what do I have to do to reverse 182 with 300 %. I must reverse the total amount and then cash out again the rest. I do it. They told me about a wager I really don’t remember (about 35 not so high, I think) They give me 546 bonus and then I see the pop up with terms (accept or deny) I see the WR is 85. Before accepting I read the terms and see , among others , progressive are not allowed. Ok, no problem, at other casinos I don’t usually play at. Accept.All 9 lines have the lower bet (0, 90) so it seems quite difficult, I decide to play at 20 or 25 lines.Very very hard, I always had to ask in chat, you could not check your WR cause they say slots has different percentage, but I know I played only those 100% so it results(according to their site) I met WR when I had abou 9000 or more into my balance.I played about 24 H, and when I think I met I ask for, the answer is I have to play more. My initial comps were 1611, so I think I have to wager for 1611+6188 , they confirm The total comps should be 7799. They say I’ve not met again.Finally I come in chat and after a while they confirm I have met WR “Congrats “ ect

My finally comps are 13946 that means (avoiding the initial 1611) I have play 728 x 166!!!!!!Wow!!! They say I can’t cash out , the financial department will do for me, another strange thing, that happens only at CGC. After about 20 minutes they phone me “Sorry your winnings are avoid, cause you play at progressive” ! Any other official communication, then , a pair of posts of the reps in the internet.Then I write to support very angry, ask for infos and explanations and write I’ll say the entire story in the internet and also to gambling authority. Finally I find a generic and annoyed answer from the Manager. No explanation. They’ve closed my account and speedy refund my initial deposi­t.M­oti­vat­ion,(I found the same for other players. ) “We find it unfair in this instance that, until the outcome of the investigation is finalized, the player decides to purposely damage the image of the casino.” But the reason is that I played against terms.They compare progressives with standard slot, even if you don't activate the secondary function!!!! In every other PT casino I have frequented, any slot with the dollar ball jackpot is only considered progressive if the dollar ball is activated, as the progressive is system wide and the casino has to contribute a % to the pot. I can understand that stance when the side bet is activated, but when it is not it's just a normal slot, clearly not for the average player then, since the terms in the pop up contradict the terms in three other places. You cannot take another look at the popup either, so the terms on the website should match the popup.

WR condition http:/­/ww­w.c­lub­gol­dca­sin­o.c­om/­wag­eri­ng-­con­dit­ions/

Welcome bonus http:/­/ww­w.c­lub­gol­dca­sin­o.c­om/­pro­mot­ion­s/w­elc­ome­-bo­nus­/te­rms-2/

Monthly Boost http:/­/ww­w.c­lub­gol­dca­sin­o.c­om/­pro­mot­ion­s/m­ont­hly­-bo­ost­-bonus/

Weekend Insurance termsh­ttp­://­www.cl­ubg­old­cas­ino.co­m/p­rom­oti­ons­/we­eke­nd-­ins­ura­nce­/terms/

And now pls take a look to the last CGC public answer (sorry for uppercase character, it's mine

"

The game she played was clearly marked as “progressive” in the lobby (AS IN ANY OTHER CASINO) to avoid players from making a mistake.( AND THE TERMS INTO THE SITE?)

To address the first point, the player had cancelled a portion of her previous winnings wanting to take advantage of a specific bonus to which the following terms apply (LET ME TELL I' D NEVER SEEN THAT SPECIAL BONUS; THAT'S WHY I WROTE THE OTHER BONUSES TERMS WRITTEN INTO THE SITE): BUT DIDN'T FIND IT

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Please note that this bonus cannot be used in conjunction with any other bonus offered by Club Gold Casino .Certain games do not count towards wagering requirements and some contribute more than others. Visit our "Wagering Conditions" page for full details of the wagering eligibility and contribution of each game. ALL Progressive and Branded Premium Games are excluded from this specific bonus. Any request for a withdrawal of your winnings before these wagering requirements have been met may result in your bonus and winnings being declared null and void. This bonus has 85x wagering requirements (deposit + bonus). The terms and conditions appearing above should be read in conjunction with the Terms and Conditions of Play at Club Gold Casino, which shall apply over and above the present terms and conditions. In the event of any conflict between the present terms and conditions and the Terms and Conditions of Play at Club Gold Casino, the latter shall prevail.

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As mentioned in the terms, all Progressive and Branded Premium Games are excluded from this specific bonus and to avoid any confusion we have labelled all our games within the casino lobby with the labels either "Progressive" and "Branded" so that even the inexperienced players do not fall into a mistake.

The player claims that although she played games labelled as progressive or branded, the fact that she may have or have not activate the Dollar Ball option in some of the these games, does not mean that she breached the terms.

Unfortunately this is not the case as we had labelled the games in line with the definition provided to us by Playtech therefore, the games she played with the bonus {Captains Treasure, Lotto Madness, Alien Hunter, Geisha Story

Forest of Wonder, Dr Love More, Gladiator, Desert Treasure (Progressive), A Night Out (Progressive), What's Cooking (Progressive), Wild Spirit, Wanted (Progressive), Geisha Story (Progressive)} are defined as "unique" games and not 2 different games (or categories) as the player claims. This leaves no room for misunderstanding.

CG

Furthermore we did not invent this category, it was provided to us by Playtech. We have it on the popup upon accepting the bonus and it is clearly categorized in the lobby. what they mean by "progressive", and ask specifically how this applies to slots that are only progressive if you activate dollar ball during play.(??????)

CGC

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Those are the games I played, that's true, in a standard way, without chanche to hit the JP.Every where things work in this way. I was told that I want to damnage the imagine of the casino (why), I was told I 've been ever payed ( like anyone the first two times...), I was told worst offenses, when I said that I'd talk to some frends of mine (I-Gaming).

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From Omni casino (by Playtech)

OMNI CASINO

The bonus and your deposit amount is only to be played on slot machines, kenos, Asian games and non-progressive scratch cards offered by Omni Casino until you meet the wagering requirement in full. Please note that with the EXCEPTION of "Marvel, MGM, Universal themed games", (Thor, Pink Panther, Punisher, Iron Man, Iron Man2, Hulk, Blade, Elektra, Fantastic 4, X-men, Daredevil, everybody’s jackpot), bets placed on any Progressive slot machine and or "activating" the Dollar Side Ball Progressive option at anytime while playing is wholly restricted

And this way for ALL others

So I ask : is the word "progressive" intended in a different way only for Club Gold?

I don't think so.I think that Playtech means progressive only one way. Playtech is interested in when it happens to win a JP and also about their affiliates There're 2 point of view:

1) those slots are progressive ever

2) those slots could begin progressive if. And in this case player under no resctriction has a list of them

Finally, in these days I had the private email of a man's working at PLT, cause CG said that Playtech decided in this way ..only for them.(I first used the Playtech site form , but had any answer.)

Well, I ask him some infos about this iussue, never mentioning casino's name:

ME Hi there,

hope you can help me, cause I have a big doubt.As you know there are fixed progressive (Diamond Valley, Gold Rally and so on), but now many standard slots have the JP secondary function. Well, if I play at them without pushing the button DB, is this considered progressive? If I am told not to play progressives, can I play at without activating DB?

Thanks

HE Could you please try to rephrase your question, im not sure I understand it.

Also give an example of a game where you are using this function

ME I mean

if in bonus terms a casino writes "progressive not allowed",that means I can't play at ie Geisha Story, Lotto madness ect, without activating the secondary funcion of Dollal Ball that makes turn the slot from standard to progressive?

In other words all the slots having the Jackpot side, if played without pushing the button, can be considered as standard or they're progressive, anyway?

HE They will be considered standard/progressive depending if your playing for the jackpot.

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http:/­/ww­w.p­lay­tec­h.c­om/­htm­l/i­t/p­age­/pr­ogr­essive

(Dollar Ball

The game with secondary progressive jackpot integrated into a slot machine, the first of its kind, allows a secondary optional bet a dollar in which bettors can groped your luck and win a substantial progressive jackpot and simultaneously play slot machines.) If I don't activate any DB, I cannot win any PROGRESSIVE Jackpot, so the slot is NOT PROGRESSIVE ITSELF

That's all.I have a lot of screenshot , but they're unuseful for this matter (chats asking for WR while I'm playing at "forbbitten" game, transaction history and game -that show I have met WR at 9000 and more euros, comps point and so on)

I've just show my problem and never deny I played at those slots.I'm not a stupid women wagering about 30 hours for 166 (not 85 as I was told), just I have nothing to do..(CGC said :We clearly leave no room for mistake, nor have we induced the player to make one)

Last but not least :From CG 19 marzo 2013

We have some exciting news for you.

Here at Club Gold we understand how you enjoy to play ALL of your favourite games, so, now we are giving you the opportunity to do so without restrictions with our brand new improved bonus structure.

This fantastic change brings about three very important and positive reasons for accepting them.

1) Branded and Progressive games will no longer be restricted.

2) The bonuses can be used on more deposits during the day.

3) Lower wagering requirements.

Too much confusion, too much stress, to much fog.

Maybe that CG had made some mistake and finally recognize it: I'll still go on.

Thanks, a big thanks for your kind attention.

(sorry for my english)

posted on June 22, 2013.

Hello

Please be advised that all the relevant information will be provided to AskGamblers.

Best regards

Dino G

posted on June 22, 2013.

I don't like this way to manage.The explanations should be done in public, so people can read.But the most funny thing is that Mr Dino speaks my language better than I, so we'd try to talk each other and solve or clarify it between us

So please close my complain:we're not at school.

AskGamblers
posted on June 24, 2013.

 Player played excluded games in this case and that is clearly stated in casino T&C:


Please note that this bonus cannot be used in conjunction with any other bonus offered by Club Gold Casino .Certain games do not count towards wagering requirements and some contribute more than others. Visit our "Wagering Conditions" page for full details of the wagering eligibility and contribution of each game. ALL Progressive and Branded Premium Games are excluded from this specific bonus. Any request for a withdrawal of your winnings before these wagering requirements have been met may result in your bonus and winnings being declared null and void. This bonus has 85x wagering requirements (deposit + bonus). The terms and conditions appearing above should be read in conjunction with the Terms and Conditions of Play at Club Gold Casino, which shall apply over and above the present terms and conditions. In the event of any conflict between the present terms and conditions and the Terms and Conditions of Play at Club Gold Casino, the latter shall prevail.


We received the evidence which justify the decision of casino, but it can't be shown here in public, because of it's confidentiality! Complaint solved!