Club Gold Casino - Not accepted my document without any reasons

RESOLVED
zhenya-gusev Russia
posted on January 27, 2015.

Hello! I won 40 euro from no deposit bonus. Than I made minimum deposit and uploaded copy of my passport. Today I received e-mail with this text:
" Hello,
Please note that our Accounts department is unable to accept these documents for various reasons. Please send us original documents in an unedited form."
After watching the complaints casino I suspect that they are specifically delayed payments (even a small amount)
It is my original unedited copy of my passport. I don't know what they need. Sorry for my English.

posted on January 30, 2015.

The ID document provided by the player was not valid, nor did not contain all the required information. The player was informed of this by our support and requested to provide an ID card, drivers license or a valid passport copy. Nothing has been received until now.

We would be more than happy to process his winnings once he has provided us with the requested documents in accordance with 3.5 of Club Gold Casino Terms & Conditions (available https:­//w­ww.c­lu­bgo­ldc­asi­no.n­et­/en­/ab­out­/te­rms).

zhenya-gusev Russia
posted on January 30, 2015.

You answer "... The player was informed of this by our support and requested to provide an ID card, drivers license or a valid passport copy". It is not true.
I got only one e-mail with this text: "Hello,
Please note that our Accounts department is unable to accept these documents for various reasons. Please send us original documents in an unedited form."
Than my account has been locked. From you rules: "a reasonable period of time or if any such information or documentation is found to be false or misleading, Your Player Account may be blocked or closed."
I sent my passport to the site askgamblers.com, I ask you to to look whether it is a fake, invalid, edited.
As I'm sure that with my ID all right, I believe that the casino is trying to find a reason for non-payment of funds.
If you need additional document, you just had to write about it, and not accuse me of falsifying documents and block my account.
Totally disrespectful to the player and the fuzzy rules that in any situation can be interpreted against the player.

posted on February 3, 2015.

We have sent all documentation from our side to Askgamblers for mediatory purposes and asked for the complaint to be closed. The player failed to provide documentation in accordance to our Terms & Conditions 3.5, after a request was made from our side and the player did not respond, his deposit was refunded to his account. Club Gold has not made any comments to the player regarding "accuse me of falsifying documents" simply requested another form of identification - passport, ID or driving lincece. Instead of providing the documents the player made a complaint here. As per our previous reply we would be more than happy to verifiy the account once adequate documentation is provided.

AskGamblers
posted on February 3, 2015.

@zhenya-gusev,
Did you send your verification documents, again?

AskGamblers
posted on February 7, 2015.

@zhenya-gusev,
It's a nice practice to confirm if your complaint is resolved or not, thank you.