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Golden Lady Casino - Bonus removed due to fraudulent delay tactics on behalf the casino!

RESOLVED
Valdo Europe
posted on May 26, 2015.

I like the Rival Casinos and I am a frequent player in these casinos. I am a good customer. I don’t understand why certain casinos loose potential good players using stupid delay tactics or incorrect behavior to don’t pay little winnings.

On 15th of May I accept a bonus “Golden Friday” (515%, deposit of 50, max cashout 772, playtrough x38, cashback 100 euros, max cashout of the cashback 200, pt of the cashback x30). See below the chat with the conditions:

The following is a record of your online chat.

General Info

Chat start time May 15, 2015 5:58:30 PM EST

Chat end time May 15, 2015 6:16:48 PM EST

Duration (actual chatting time) 00:18:17

Operator Frank

Chat Transcript

info: Please wait for a site operator to respond.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: You are now chatting with 'Frank'

Frank: How may I help you today?

you: hello

Frank: yes

you: i received this email from you:

you: Dear Francesco Colonna Login: fcolonna Greetings of the day! Make your day with special Bonus "Golden Friday Bonus!"515% bonus with 100$/€ Free bonus. Limited Offer !!

Frank: ok

you: how much is it the max cashout?

Frank: 3 times of the bonus applied

you: so if I deposit 50, the max cashout is 750, right?

Frank: 772

Frank: Yeah

you: annd when I have finished to play, I'll receive a cashback of 100?

Frank: Yeah

info: Your chat transcript will be sent to [email protected] at the end of your chat.

you: max cashout of the cashback?

Frank: 200

you: playtrough of the cashback?

Frank: 30x

you: are you sure that the max cashout is 772? i REMEMBER THAT THIS CASINO HAS A LIMIT OF DEPOSITX10...

Frank: yes

you: so the max cashout is 500

you: not 772

Frank: 3 times of bonus

you: so there is no the limit of deposit x10

Frank: yeah

you: perfect, tks

All clear? No because none told me that the promotion had a time limit of seven days.

I was informed in chat only after SIX DAYS, when I had to complete my wagering (remaining wagering: 2560). I did not know how many hours I could play before the end of the promotion, because the agent told me that he did not know the exact remaining time (really absurd)!

But ok, I kept playing trying to complete my wagering. But, few minutes after the end of the conversation in chat, my account was locked. The casino told me: “wrong password”. But it is IMPOSSIBLE, because my password was saved. Normally, in the Rival software it is very easy to receive a resetted password: it is an automatic operation done from the system and the player receive the new password by email in a few seconds. But in this case the support informed me that I had to send an email and waiting within 24 hours! Incredible. Obviously I suspected that this “technical problem” was created to exhaust my remaining time and TO CANCEL THE PROMOTION. It was exactly what happened: I received the new password after 24 HOURS and when I log in I see that my balance of 960 euros was CONFISCATED, because the end of the time limit. In case of technical problem the responsibility should be of the casino but the behavior of the support was ridiculous. They recused to answer to my questions, many times they closed the conversation in chat, were rudes and your explanations were ridiculous.

More: they recused to give me the cashback of 100 that, as you can read in the chat above, the casino promised to me!

I think they must restore my balance of 960 and give me a few hours to try to complete my wagering, because I was not informed before the deposit about the time limit and because the strange “technical problem” I had, is not my responsibility.

I'm waiting for a quick return of the casino.

Valdo Europe
posted on May 25, 2015.

The casino offered to me a good agreement to solve the problem. You can consider closed the complaint.

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