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Blocked account, problems with withdrawal


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 :

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http:/­/im­age­sha­ck.c­om­/a/­img­809­/49­69/­632­2.png

Discussion

User name

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.

User name loyalty-level-2

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 .

User name

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

Club Gold Casino Complaint Stats

Resolved 41 / 44
Avg. Amount $589
Avg. Complaint Duration 22 days
Avg. Response Time 2 days

Club Gold Casino Complaints

See all complaints for this casino
Declined my payment 100 gbp where I am verified player.
Hi Askgamblers, to summery of my brief complaint is Club gold casino did not send my my winning 100 gbp since last 2 weeks where they only refunded my deposit 10 gbp. They said I am not allowed to play there because my place is restricted! But I had read terms and conditions carefully where I am 100% eligible to play there. I used a ndb bonus which maximum allowed winning 80 gbp after 60X rollover requirements. I done rollover requirements and went live chat how can I withdraw. Then they asked my ID and atleast one deposit before make withdraw. I had uploaded my ID which was well verified on casino database by next day (Screenshot evidences attached). Then I had deposited 10 gbp min and continued playing and stopped at 100 gbp and then I made a withdraw request. 2/3 days after making withdraw requested I see not processed my withdrawal so I went to live chat and found they don't have intentions to pay my fair winning. They said I have to deposit again from my credit card if I want my winning to get. Another day the other guy told me my ID card is not valid and requested a International ID. I do not have passport and never travel abroad where I could own a Int driver's license. So,I told them I have only my national ID card which is valid.They cut off chat and next day I found my account had been locked without notify me but I am well verified by them so many times they informed me. Now I want my winning 90 gbp back into my nominated account where they sent my deposit back. Dear askgamblers,please help me about my issue if you can.Thank you.
Status unsolved Unresolved
£90
Giving me the runaround with verification
I won with a no deposit bonus on your link to 60 pounds and 10 made a deposit in order to cash out your winnings. Casino demanded a copy of ID for verification of account, and I sent it to them. After that my account has been successfully verified in their casinos. A few days later I received a payment of 70 pounds. I was delighted and decided to play in their casino, made a deposit back on a total of 70 pounds and won the 400 gbp. It has been 48 hours since the creation of cashing for payment, but nothing happened and I decided to contact support for information on my payment. Then i attached the with their support and was very surprised: Thank you, an operator will be with you shortly... me: Hello, when you complete the process of cashing? You again delay payments. In the modern casino winnings paid to me very quickly. Why do not you render high quality service to their players? Tony: You are now chatting with Tony me: Hi Tony) Tony: There is no delay. me: 48 hours passed? me: yes me: no pay me? me: why? Tony: Your account is under investigation at the moment. Please resend your ID documents again. me: My account has benn successfully verified, and then i received the payment. me: I understand you are now specially tighten my payment? me: Right now, i will create a complaint online affilate askgamblers.com me: I think you just do not want to pay :) Tony: We need copy of your ID Tony: We don't need copy of your passport. me: I have sent you the documents for a long time and the were successfully verified. Tony: We don't have copy of your ID. me: If you do not like my documents, how could i get my payment? I have personally seen that my account has been succesfully verified, ad then received payment. Tony: We still need copy of your ID. Not a passport. me: How do you decide what can claim again after successful verification of documents and receipt of my payment? me: You are the first casino where i see a boorish attitude to tha players Tony: And you are the first person without ID. Tony: If you don't send me copy of your ID i will close the casino account. me: I'm happy right now will create a claim to your casino for the publick to understand this situation. Thank you, an operator will be with you shortly... me: I sent you a passport in perfect quality. Is not is ID? Tony: You are now chatting with Tony me: You personally have confirmed and verified. me: I do not refuse to send each ID. me: I'm just not clear on what basis you request re-verification? Tony: You will have to send your ID. me: None of the casino has no right to demand verification 2 times after successful payment!!! me: Have you any idea what you're saying? I beg you to help me get my money.
Status solved Resolved
£400