Club Gold Casino voids £2,350 winnings

UNRESOLVED
posted on June 23, 2011.

Hello,


I recently played at Club Gold Casino after reading about the casino online. I deposit a couple of times but was not lucky enough to make a cashout. A couple of days later I received a phone call from J****, the VIP Manager at Club Gold Casino. She said she had been reviewing my gameplay and that she would like to invite me to the VIP Club.


This was very exciting, and J**** explained there were lots of benefits including regular bonuses. I deposited a couple more times, then finally got lucky. I completed the wager requirement playing a game that was not excluded in the terms and conditions, Casino Hold'em. I then went on to request a withdrawal of £2,350.


I received an email in a couple of days informing me that I had played a disallowed game, but Casino Hold'em was not disallowed in the terms. The terms (which have now been updated) were:


"Bets placed on all versions of Baccarat, Roulette, Sic Bo, Darts, Heads or Tails, Blackjack (including Blackjack Switch and Blackjack Surrender), Pontoon, Craps and all fixed odds games (the games falling under the "Arcade Games" group) will not count towards wagering requirements. Club Gold Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal in the event that the respective play bonus is wagered on any of these games.


Only one third of the value of bets placed on Carribean Poker, Let Them Ride Poker, Red Dog Poker, Stravaganza, Pai Gow Poker, 3 Card Poker and all Video Poker games shall count towards wagering requirements."


Club Gold Casino has incorrectly voided my winnings and has now closed my account. I am still owed my £2,350 in winnings.

posted on June 25, 2011.

All players at Club Gold Casino have the choice of declining any promotion offered to them by our casino at any given time, either by not accepting the bonus when first offered to them or by simply informing customer support to this effect via the link www.cl­ubg­old­cas­ino.co­m/e­n/s­upport. Upon accepting a bonus, players receive an instant message indicating that the Club Gold Casino Promotions Terms & Conditions apply and inviting them to contact online support if they have any doubt whatsoever regarding the specific promotion.


The player in question had accepted numerous bonuses from the casino during his play, all subject to the same terms and conditions. In no instance did he challenge the terms and conditions nor the wagering requirements attached to any bonus, nor did he ever dispute the outcome of his play. After his last instance of accepting a bonus from the casino, he requested a withdrawal without having completed the applicable wagering requirements due to the fact that he had played on a game which was excluded from the specific promotion. Our customer support staff explained to him that he was ineligble to withdraw any funds, as the wagering requirements had not been met, yet he continued to demand a withdrawal.


The wagering progress in respect of any promotion is always displayed in the casino client within the “account summary” section. This allows players to view their wagering status at any point in time, with a clear summary of how much they have wagered and the remaining amount required to complete the wagering conditions.


As the player’s request was in breach of our terms and conditions and as he was not prepared to withdraw his request, the casino was forced to apply the terms and conditions applicable to such a situation, whereby the player’s deposit was refunded and his account closed.

posted on June 25, 2011.

Club Gold Casino, your reply does not address my complaint.


You have failed to point out in the terms and conditions where Casino Hold'em is a disallowed Game. I saw no reason to challenge your terms and conditions as they do not disallow Casino Hold'em.


Casino Hold'em is not mentioned as a disallowed game, and I had wagered the necessary amount playing Casino Hold'em. I had met all other terms and conditions, therefore my winnings should be paid to me.


After J****, had "reviewed my gameplay" to invite me to the VIP club, would it not have been right of you to point out that I was playing a disallowed game (in your opinion) instead of letting me continue to deposit and lose?


It was only once I requested a withdrawal that this was mentioned to me. You have kept all of those deposits apart from my most recent one.

posted on June 27, 2011.

As confirmed by the player in question, he had agreed to join our VIP program. This programme included but was not limited to, a number of specific bonuses based solely on the volume of his play. Each specific bonus, as for all bonuses offered by Club Gold Casino, is subject to specific terms and conditions, which are brought to the player’s attention at the time of accepting the bonus. In cases where a bonus is not targeted at a specific game or promotion, the message the player receives is that the general terms and conditions apply.

In this instance, the VIP bonus which the player received and used on several occasions was subject to the condition that the bonus was not valid on table or card games. Specifically, each time the player accepted the VIP bonus, the following instant message was displayed on his screen:

“This bonus cannot be used in conjunction with any other free bonus offered by Club Gold Casino on the same day. Table and card games do not count towards the wagering of this bonus. The Club Gold Casino Promotions Terms & Conditions also apply to this bonus. For further information please contact [email protected]

As Casino Hold’em is a card game, it could not count towards the wagering requirements of the VIP bonus.

A player’s gaming activity is normally reviewed either when a withdrawal is requested or in the case of a suspicious transaction, such as a possible fraudulent deposit. As no suspicious transaction had been flagged in our system, we had no reason to review the actual games at which this player had been playing until such time as a withdrawal request was received from him. At that point, it was explained to him that his wagering requirements had not been met and that a withdrawal was not possible.

posted on June 27, 2011.

I am sorry but I have to disagree with the statements made by Club Gold Casino.


When I was invited to the VIP Club I spoke with J***** on the phone, and she mentioned that I had been playing Casino Hold'em. She was fully aware that I had been playing the game with the bonuses I received and did not mention anything about my gameplay not counting towards bonus wageering. Unfortunately as this was a phone conversation I do not have any evidence of this.


Lets move onto the VIP Welcome email received from Club Gold Casino:

"Dear Jack


Thank you for taking the time to speak with me yesterday and the opportunity to invite you to join our VIP CLUB.


Becoming a member of our VIP CLUB offers you numerous advantages including but not limited to, monthly cash back programmes, tailor made 100% match deposit bonuses based on your favoured games, priority treatment on any questions or queries you may have and the vigilant processing of your withdrawal requests.


From the information you provided me with yesterday I have pleasure in extending you a tailor made match deposit bonus as detailed below.


• Any deposit made between the value of 30 and 200 will be matched by the casino.

• No restrictions will be applied to the number of bonuses that can be received in any one day

• This bonus can be claimed up to a maximum number of 30 times within any 30 day period.


Potentially this means that you can receive up to 6000 in bonus funds in any one month from this offer alone.


Please be advised the bonus code of CGCVIP will need to be entered into the cashier each time you make a deposit for the bonus funds to be activated.


I hope to see you back at the tables soon!


If you have any further feedback or requests regarding what the VIP Club can do to improve your gaming experience please do not hesitate to contact me.


Kind regards

J*****

VIP Account Manager"


I can forward this email on to askgamblers if required.


Now, in this email it mentions "tailor made 100% match deposit bonuses based on your favoured games". Since signing up at Club Gold Casino I had played 1 game; my favourite game; Casino Hold'em. We can assume that as I spoke to J***** about my gameplay and my favourite game Casino Hold'em, this would be included in any promotion offered to me.


If we read the rest of this email, we can see that no specific Bonus Terms & Conditions are mentioned to complement this personalised bonus offer. Furthermore, the Club Gold Promotions Terms & Conditions page reads:


"Wagering provisions applicable to all promotions"


as the section title before stating:


"Bets placed on all versions of Baccarat, Roulette, Sic Bo, Darts, Heads or Tails, Blackjack (including Blackjack Switch and Blackjack Surrender), Pontoon, Craps and all fixed odds games (the games falling under the "Arcade Games" group) will not count towards wagering requirements. Club Gold Casino reserves the right to withhold any amount in excess of the player's original deposit from a player's withdrawal in the event that the respective play bonus is wagered on any of these games.


Only one third of the value of bets placed on Carribean Poker, Let Them Ride Poker, Red Dog Poker, Stravaganza, Pai Gow Poker, 3 Card Poker and all Video Poker games shall count towards wagering requirements."


I have a screenshot of the Terms and conditions at time of play to prove this. To add to this evidence, I also have emails from Club Gold Casino argueing that the general promotion terms and conditions apply to this promotion. It seems they cannot make up their mind which reason they want to use not to pay me, and both of the reasons given so far are invalid.


I also have an email from Club Gold casino stating:

"The VIP bonus, as with any other Casino bonus is subject to the standard wagering requirements. This means that the value of your deposit plus your bonus needs to be wagered X 35 to enable you to withdraw."


That fact that these "VIP terms" were not communicated to me at any point, and were not referenced by Club Gold earlier in this dispute (before I requested assistance from askgamblers, they referred to to the standard promotion terms) I believe these terms to be ficticious.


This statement is also not true:


"Specifically, each time the player accepted the VIP bonus, the following instant message was displayed on his screen:".


When the bonus was added to my account I received the standard Accept/Decline message box, there were no further terms displayed in this message box.


The reason Club Gold Casino has prevously given to me for refusing to pay my winnings was that: "all fixed odds games (the games falling under the "Arcade Games" group) will not count towards wagering requirements" covers the game Casino Hold'em, and Casino Hold'em is therefore a disallowed game. Casino Hold'em does not fall under the "Arcade Games" group, and Gold Casino have defined fixed odds games as the games falling under the "Arcade Games" group. This reason is therefore invalid.

posted on July 3, 2011.

We have proof that the player did not only play one game during his casino experience with Club Gold Casino, therefore the assumption that Casino Hold’em was the only and favourite game cannot stand. We are to bring solid facts in this complaint and we believe that the claim is not admissible in this argument.


The player in question argues that the Club Gold Casino Promotions Terms & Conditions have changed since his game play however in the event that this had occurred, it is clearly mentioned on the same page that “Club Gold Casino reserves the right to suspend or amend the terms and conditions of any promotion at its sole discretion at any time without prior notice”. This right is not only applied by Club Gold Casino, but every company, included but not limited to, this field of entertainment.

This however does not in any way change the fact that the player had accepted the VIP bonus and that he received an instant message with the terms and conditions of that specific bonus.


With regards to the reason given to the player for cancelling the winnings, on all counts it was mentioned in this dispute and to the player himself that he had played on a game which did not count towards the wagering requirements.

With regards to the message received by the player upon accepting the VIP bonus, a screenshot can be provided to indicate the exact message. We are also willing to let a designated member of AskGamblers sign up and test the entire suit of our bonuses, including the bonus used by the player, as evidence of the actual message which appears, in an effort to assist with this dispute.


It is also not admissible that the player in question publicises the true name of the person he spoke to. In his previous postings, the player referred to the employee with a different name (J****) protecting her identity. However this was not followed through in his latest posting and we feel that there has been a breach of the AskGamblers Terms of Use in this instance, specifically point 10 of the “Casino Complaints” and of the “Forum Posting Rules” within the AskGamblers website. We strongly feel that this has damaged the image of the employee in question, let alone Club Gold Casino and kindly request AskGamblers to take the necessary course of action.


 

posted on July 4, 2011.

Please send across any supporting evidence. You have my email address.

With regards to the games played, I may have played 1 or 2 hands of another game, but 99% of my play was on Casino Hold'em, your supporting evidence will confirm this. I think we can safely count Casino Hold'em as my preferred game.

Whilst your Casino Terms and Conditions have been changed, that does not give you the right to retrospectively enforce them. I have supplied a copy of the terms and conditions and the time of play and those are the terms that are relevant in this dispute.

No terms were provided for the VIP bonus, and the Bonus terms and conditions on your website say they apply to ALL promotions. No VIP terms were in the email offering me the bonus, and no terms were displayed in the bonus pop-up in the casino software. It does not really solve the issue by asking someone from askgamblers to sign up and test the system as you could have updated the system between the time of dispute and now.

To summarise, the key points against you arguments are:

- No terms included in email offering VIP bonus

- Bonus Terms and Conditions on your website say they are applicable to all bonuses.

- During email correspondence prior to contacting askgamblers you did not mention any VIP terms, and referenced your Standard Bonus Terms and Conditions as a reason for denying payment.

posted on July 5, 2011.

We are sorry to see that, although we have addressed the player’s complaints in full throughout this lengthy debate, both via the AskGamblers forum and during his direct communication with our customer support service by telephone and email, he continues to repeat the same arguments.


The fact remains that the reason for which the player’s winnings were declared void was the fact that he failed to meet the wagering requirements which were clearly notified to him at the time when he accepted our bonus and was therefore not eligible to request a withdrawal. Due to his insistence on making an invalid withdrawal, we had no option but to refund his deposit and close his account, in accordance with our terms and conditions.


The player has chosen to ignore our responses and is also in breach of the AskGamblers Terms of Use, which has damaged the image of Club Gold Casino and the employee in question.


As the player’s arguments have been addressed in full and we have clearly demonstrated that the loss of his winnings was the result of his own actions, we see no benefit in continuing this debate unless the player has any additional information to bring to our attention.

posted on July 5, 2011.

Again, you have not been able to counter the arguments made in my last post.

I am also not surprised to see that Club Gold Casino has failed to provide the supporting evidence to their claims.

The game played was not excluded in any Terms and Conditions communicated to me, or any Terms available on Club Gold Casino's website.

They have changed their story throughout this dispute, whenever I have been able to disprove their arguments, conjuring up a new reason not to pay me my winnings.

My withdrawal was valid, and I am entitled to my winnings.

I would appreciate it if AskGamblers could comment on this dispute, and hopefully persuade Club Gold Casino in paying my winnings that are rightfully owed to me.