Golden Riviera Casino will not issue my refund as a result of their technical issue

RESOLVED
chichap Australia
posted on June 3, 2015.

I was trying to deposit money into Golden Riviera casino and it kept coming up as "unable to deposit". I attempted numerous times and it kept coming up with the same response. when I checked my account it actually took the money out of my account totalling to $2500. I have since then been in contact with the casino and they have confirmed that I do need a refund and to supply them with some documentation. it has been 2 weeks since this incident occurred and my refund still hasn't been issued. They are now saying that the money has been refunded on the 21st of May but nothing has gone into my account. they have since asked for a bank statement from the 1st of May - 29th of May as proof that nothing has been credited to my account. My bank has advised me that they cannot issue a specific statement for the said dates as they only release statements every 13th of every month, I then communicated this to Golden Riviera and was told to send them a copy of my transactions for the said period which I have already sent. They are now saying they cannot accept this and will need to go back to my bank and request for a statement. I have been emailing and calling them almost everyday and each time I have to repeat the whole story only to be turned away time and time again advising the someone will get back to me. - Do not use this casino!!!

posted on June 4, 2015.

Hi AskGamblers,

We have contacted the player on the 21-05-215 and informed her that we have successfully returned her deposits back to her account. We have also sent her an email on the 03-06-2015 containing proof of the successful returns. The player will need to contact her bank to trace the payment.

Should you require the proof of payment we will provide this through private communication as we do not want to disclose player information on a public forum.

Kind Regards

Preston
Complaints
Golden Riviera Mobile

chichap Australia
posted on June 5, 2015.

Hi Askgamblers,

They did not contact me on the 21st of May advising me of my refund,I was emailed to advise that I now have a VIP host and that I have been upgraded to a certain tier as a member but it is in no relation to my complaint I put through that day. I contacted them via a live chat and advised them of what happened on the 21st of May in the morning. How can they refund me on the same day when they haven't received any documentation from me such as my ID to verify my account with them. It wasnt until the 26th of May that somene from their support team confirmed that I am indeed going to receive a refund of $2500. And I then submitted my documentation such as ID, and utility bills for verification on the 27th of May. I wll be more than happy to supply the email trail if required.

posted on June 9, 2015.

Hi Chichap,

Thank you for taking our call earlier today. We sincerely apologize for the inconvenience caused however we have confirmed with our processor that the cancellations were processed successfully. As per our telephonic conversation the cancellations would not reflect on your account as a refund due to the transactions being cancelled and not refunded, this was further confirmed in the email sent to you containing proof of cancellation. Your bank would now need to reconcile these transactions to confirm the cancellation on your end.

Kind Regards

Preston
Complaints
Golden Riviera Mobile

AskGamblers
posted on June 13, 2015.

@chichap,
Is this complaint resolved, can we close it? Thank you.

AskGamblers
posted on June 17, 2015.

@chichap,
It's a nice practice to confirm if your compliant is resolved or not, thank you.