Complaint #7 Golden Tiger Casino

Casino rewards blocked my bonus funds

By Domenico C.

10 years ago

After I Made a deposit of 20 Euro with a bonus offer of 125 % no bonus i had no bonus on my Account. I asked live help and they told me After 20 min the bonus should be in my Account. After i waited My casino rewards points were blocked that means there is a bonus but they say I have to play with more of my own money to unblock it. Never have Seen such methods on a casino

Disputed Casino Golden Tiger Casino

Reason Bonus not given

Amount €25

Discussion

AskGamblers

• Support Team

10 years ago

Dear @Domcos2000,

Are you satisfied with the casino's answer and explanation, can we close this complaint as resolved? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

Golden Tiger Casino

• Representative

10 years ago

As I mentioned previously, the formula takes into account wagering. Most of your game play is on slots that have a high variance. It may be worth playing some games with low variance. This will also see that you have a longer game play with more smaller wins. I can't promise this is the answer, just a suggestion based on what I can see in your account.

Good luck.

Domcos2000

• Hessen • 7 reviews

10 years ago

Thats exactly what i have done this week. I Made two more deposits and played them. But nothing has happenend

Golden Tiger Casino

• Representative

10 years ago

Hi player

This is an unfortunate situation indeed.
The 125% bonus letter was sent as a "returning player deposit bonus" as you had not played with us for a length of time. Letters we send are organised well in advance of when you receive them (sometimes months) and at the time the letter was compiled your CR points were redeemable.

In between the letter being compiled and you receiving the letter, you had played and your play meant that the redemption of your bonus points was recalculated.

This algorithm takes into account many things such as deposits, cashins, wagering and bonuses received. It's not possible to override this in the system, and general staff do not have the ability to see exactly what needs to be done to reverse it. If you continue to deposit and play with your own funds, the calculation will lift the blocking of bonus point redemption from the CR account.

I'm sorry I couldn't give you better news. The term below is the term that covers the blocking of bonus point redemption.

Cheers

http://www.goldentigercasino.com/terms/
9.In the event that Golden Tiger Casino deems a Player to have misused a casino account for the exploitation of promotional offers, without ever demonstrating any degree of risk with personal funds or serious intention to play, the redemption of all such promotional offers, including but not limited to sign-up bonuses, will be suspended until such times as the Player demonstrates a playing history whereby a risk of personal funds is periodically demonstrated at the Casino.

Golden Tiger Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $493

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Golden Tiger Casino Complaint Summary

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

So far, 2 out of 3 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Golden Tiger Casino Complaints

See all complaints for this casino

Serious difficulties getting funds from the casino

Dear Sir/Madam! I'm having serious difficulties getting funds from Golden Tiger Casino. I would be very grateful if you can help me.

I bet $1181 to withdraw back in February 2022. I never thought that I could have problems with a casino that has a Canadian license and high ratings from players and various forums.

On February 22, a casino support specialist reported that the withdrawal of funds would be processed within 2 days. Every two days I contacted the casino asking when the withdrawal would be processed and when, finally, I would receive my money in the amount of $1181. Each time I received the same answer: "Wait, your withdrawal will be processed within 2 days." I had no choice but to wait and hope...

However, on April 29, after my repeated messages, the casino deigned to report: “Due to the current regulatory framework, we cannot allow further activity on your account and cannot process your withdrawal.”

My questions are “What exactly is the reason for the delay in receiving money? And what actions can I take to get money in the near future?” remained unanswered.

The casino is ignoring me. I have not been able to get the money.

Please note that the casino did not report any violations on my part. I affirm that my gaming behavior is in the legal field. I did not commit any violations. I am an honest player!

Taking into account the information I provided, as well as my correspondence with the casino, I ask you to assist in obtaining my funds.

Thank you in advance.

Resolved

$1,181

The casino illegally withholds my funds

Dear Sir/Madam! I have trouble receiving funds from Goldentiger casino.

I have been trying to receive funds in the amount of $2,988 since February 17, 2022. I have emailed the casino numerous times in order to get information about the timing of crediting my funds to my payment wallet. The casino either ignored my messages or replied that the withdrawal was being processed and asked me to wait.

On March 26, the casino reported that the withdrawal of my funds would take 2 business days, but I did not receive funds within the specified time frame.

On April 2, I sent a claim to the casino.

Later, on April 08, I was unable to log into my account - a notification appeared that my account was blocked. The casino did not want to communicate the reason for blocking my account and did not announce the terms for receiving the funds, despite the request I sent.

On April 14, I received a message that “Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal.” On the same day, a letter was sent to the casino in order to obtain clarification and legal justification. But, unfortunately, the casino ignores me.

In support of my words, I am sending you correspondence with the casino for consideration.

I ask you to help me get my money in the amount of 2988 dollars.

Rejected

$2,988

The casino has blocked my account

Dear Sir or Madam! Golden Tiger Casino took my $632 winnings wrongfully. I need your help in resolving a dispute.

On January 31, I received a letter from the casino informing me that my financial account at the casino was not in my name. The casino blocked my winnings of $632.

I gave a detailed explanation of what was the reason for the discrepancy in the surname. The screenshot of the Skrill payment wallet profile I sent earlier showed my old last name. The name change certificate as a supporting document was provided by the casino.

I have made changes to my Skrill payment wallet personal information in good faith by changing my last name based on the above Evidence.

A screenshot of the Skrill payment wallet with my current last name was also sent to the casino.

The personal data of my casino financial account and the data in my payment wallet are absolutely identical.

However, the casino refuses to return my winnings, still citing the fact that the financial account at the casino is not in my name.

I ask you to help resolve the dispute between me and the casino.

I am attaching screenshots of the correspondence with the casino.

I am ready to pass any test to confirm my position.

Resolved

$632

Won't't refund deposits despite an active Self Exclusion with another Casino Rewards brand

Today I opened an account with golden tiger casino not realising that it was owned by casino rewards immediately. I have a self Exclusion due to previous gambling problems with casino rewards and previously dealt with the risk management department who advised me that I would not be able to play across any of there sites. When I registered not realising that this is infact a casino rewards site I used my new email address and phone number, the rest of my details such as dob and address are the same. Infact a customer support agent on the phone was able to locate me with my name and address and dob In total I deposited a total of 400gbp when I felt like I was getting out of control I made contact only then to learn this is s cr site so I shouldn't of been playing at all they are refusing to refund me and I don't think this is at all fair! Had I won anything I now know they would not of paid out when the link had been made so therefore I believe my deposits to be void and would like them back. Had I known from the start this was a cr site I would never of joined and I feel upset and let down they allowed this to happen Every person I speak to about this on the live chat is far from helpful and just days I won't be refunded which of course causes me great distress I basically feel like I've been robbed and just want my deposits back as I'm a self excluded across all cr sites

Unresolved

£400

casino rewards ??

Casinorewards.com They reward play for a variety of casinos...however most recently I only play at Nostalgia / Golden Tiger. Casino rewards has in the past always been fair and I have enjoyed earning rewards to play the casinos. However... Most recently they have put a temporary suspension on my rewards. This seems totally unfair as the way you earn the rewards is by gambling..(spending my own $$ ). Or.. I have also won points thru various contests etc... I now have over $170. in rewards that they will not let me claim !! I have written to the help desk several times trying to resolve, and each time I get a very generic (copied & pasted) response. They say I have been winning TOO OFTEN and have made too many cash ins recently... what ??? I thought that was the idea of gambling ???? Anyway... I continue to gamble.... and to build up casino rewards.... but I can't use the rewards & Im very frustrated !!!!!!!!!!!!!!!!!

Unresolved