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Complaint #2 Total Gold Casino

Account closed with no explanation and no responsibility

By adee1977

11 years ago

I opened an account and during the evening I staked roughly 305pound in cash. I withdraw 650 pound. I then reduced my deposit limit so I didn't spend any more until I received my withdrawal. after keeping an eye on my balance for 2 days I realised that the account was blocked. they never sent any emails or reason behind this. 72 hours has passed since I phoned up and they stated security department have blocked it and I can't speak to them. I have read horror stories in the link below since as I Googled them http://bingo.vg/online-bingo-complaints/cassava-ban-contact/banned-cassava-stories/
they haven't offered an explanation, I have phoned 3 times and nothing, I am owed 650pound and they are not forthcoming with information why I was blocked. within 12 hours I deposited 350 and withdrew 650 my withdrawal hasn't appeared in my bank and I am increasingly worried that they have not only taken 305pound from me but are withholding 650 they owe. Please help as they are not responding to any requests. Attached is that was supposed to reach my account but they clearly haven't processed this.
many thanks

Disputed Casino Total Gold Casino

Reason Account closure

Amount £650

Discussion

Inactive user

11 years ago

Further to this they have responded and refunded my deposit of 355 stating I have been self excluded from there other casava sites. they haven't divulged what sites and not given me any information regarding what accounts dates and reason for self exclusion. they owe me over 300pound as I won over 600 but they only refunded my deposits. Therefore I am requesting they pay me the 305 still owed. even if I was self excluded from any of there other sites the reason would be only down to me closing an account due to either not liking the platform or that I didn't feel lucky with them so moved onto another casino but closed one behind me rather than having plenty open. I feel that they have only done this as I have made a withdrawal. if they don't pay me the 305 pound they owe me I will request they send me all accounts I have had with them, (if any) amounts deposited, withdrawn and date and reason of closure. With the freedom of information act I am entitled to this. therfore stop stealing my winnings and just pay me what I am owed or give me the information regarding any other accounts that I supposedly hold with you.
Regards
adee 1977

Total Gold Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $1,321

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Total Gold Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 2 out of 2 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Total Gold Casino Complaints

See all complaints for this casino

Unpaid withdrawal

Hi I've made a withdraw of £80 on Total gold casino more then 7 days ago but I didn't received that money. I've emailed more then twice first email I had an answer saying would be answered soon but nothing, send a couple more emails no answer try and talk with someone through the customer support number nobody answer. My name is Carlos *******, my username is starsky73, can you help me, thanks

Refusing to honor a bonus as advertised

Could you help signed up to total gold casino saying £10 free no deposit didn't get bonus I've contacted them there saying they haven't received my emails but I got them to email me which I received instantly then I replied to that email instantly and they didn't receive I've got the pictures to prove the £10 free bonus but having difficulty trying

Using Responsible Policy in a wrong way

I recently just realised that Total Gold was part of the Cassava Enterprise. My complaint is this: I have deposited a lost money on a number of their sites (Foxy Bingo/Total Gold/888/Moon Games etc) and have accepted it as at the end of the day it's life. Now on the 1/6/15 i deposied £50 at wickedjackpots.com (Cassava) and withdrew £122.94. I received an email explaining that as i'm self excluded on other sites i will not be credited my winnings but as i self excluded from other Cassava sites will receive a refund of the deposit amount. If this is the case then why when a player loses does the casino keep quiet and keep the money and yet when the player wins they do not issue the monies won?? This is a LOSE LOSE situation for the player and a WIN WIN for the casino and frankly its theft. I was not aware until today that all these casinos are run by the same group.

A refund promised, but delayed

Long story short: I have previously self-excluded with Cassava Enterprises. I signed up and stupidly gambled (and lost £3,500). After a complaint they agree that while we were both in error, they would refund the £3,500 if I were to send in a copy of my driving licence (done) and print/sign the attached disclaimer. However, there was no attached disclaimer. I keep asking them to re-send it, but they keep telling me they have already sent it (they have not) instead of actually re-sending it! so, to summarize, I have been promised the refund due (£3,500) but they are demanding I print/sign a form they haven't even sent me... :/ I simply request they either do the refund that was promised; or send me the document that they wish me to sign so the refund can be processed!

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