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Club Gold Casino - Blocked account, problems with withdrawal

posted on May 16, 2014.

ok lets start from the beggining i log on CGC and get deposit offer by them 20 + 20 + wager after that win or lose they give me 75 i think thats great so i deposit 20 pounds

get bonus 20 + 20 and i lose it ofc after that i go to suport to get freechip 75 ( with x75wager) and here starts fun :) with them

when i get those 75 ( 5625 < wager req ) i have something like a 2200 comp points at start

after that gameplay (2-3 hours) and voila 1600 +++ on my balance i think great ! but i try my luck more so hour later i think ok its time to cashout winings ( 2900 comps + at this state i done more than 7000 wager) and 1,054 on balance so i coming to cashier and what i see ? 1054 bonus money i think whats going on so i moved fast to suport to ask them whats going on and what i heard that i play restricted game ( no branded no progresive no marvel )? i think LOL so i moved to casino lobby to check im out ( i want to mark almost all games at CGC are marked via playtech a little colour bar above the game name ) and what i see FUNKY FRUITS (i was playing that mostly ) dont have litlle bar above it so i thinked its a normal game at the casino so i back and tell the issue on chat and they lady tell me she cant help with that and ask to wait till next day couse they open payment departament from 8 am so ive done that

and the next day monday ( 2day) im getting loged into casino and pop up support window to continue the conversation and what i hear ? ? ?

Sorry we are unable to proces ur withdraw couse u played restrcted game ... so i 1 more time write to them that was not marked and it isnt my fault ..... so lady moved chat to next mate who was saying to me its not possible to get my money couse i was playing restricted game so i tell to them its not my problem couse in casino lobby when u see it

get tab "ALL " u have games list and even today its not marked via progresivve bar so normal user think its a normal game ... so ok after short conversation he tell me to withdraw money in ammount of 75 quids couse he removed bonus t&c from account balance from 1054 !!!!! because its my max withdraw after bonus .... but wait

i start counting if wager was 5625 and i make over 7k

so its almost 1,5 k wagered after my winnings of 75 quid so im asking wheres the rest after that he was checking account ( im using sons laptop ) there was a multiple accounts ... so i kindly asked him to check which accounts have deposit and they are veryfied so he do that and what happened only my account have verify and maked deposit( here i tried to make a cashout 1k via card ) so they automaticly via casino clean my balance to 0 and make to me withdraw

20 + 20 + 20 + 15 = 75 , so im able to get that money out but 75 quidq + my 1,5 k wager on real CASH !! its over 950 .... of winnings lost so i moved here to write complain in that time ( after sucesfull 75 withdraw done by them ) i got an email from CGC my account is locked and im mad in this moment couse they passed me 75 , block account , and keep myrest of winnings + lock my 2,900 comp points ( 29 pounds its able to cash when u got 4k= 40 quid )

and i also giving img :



posted on November 27, 2013.

Please be advised that we will be providing all the relevant information and proof to AskGamblers shortly to clarify this matter.

In the meantime, wanting to address the closure of account, we would like to clarify that this was due to having multiple accounts and the same household which is in fact against our terms and conditions.

Best regards,

Dino G

Club Gold Casino

posted on November 27, 2013.

i think that i provide all necessary info about the case and about the multiple accounts like i wrote in 1st post im using my sons pc so it can be , but that what im know only my account is veryfied and have some deposits. Basicly if I would break the rules you wouldn't pay sum 75 to me so i think its fair to pay rest of my winnings .

posted on November 28, 2013.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Club Gold Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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