Club Gold Casino voids £2,350 winnings

Again, you have not been able to counter the arguments made in my last post.

I am also not surprised to see that Club Gold Casino has failed to provide the supporting evidence to their claims.

The game played was not excluded in any Terms and Conditions communicated to me, or any Terms available on Club Gold Casino's website.

They have changed their story throughout this dispute, whenever I have been able to disprove their arguments, conjuring up a new reason not to pay me my winnings.

My withdrawal was valid, and I am entitled to my winnings.

I would appreciate it if AskGamblers could comment on this dispute, and hopefully persuade Club Gold Casino in paying my winnings that are rightfully owed to me.

We are sorry to see that, although we have addressed the player’s complaints in full throughout this lengthy debate, both via the AskGamblers forum and during his direct communication with our customer support service by telephone and email, he continues to repeat the same arguments.



The fact remains that the reason for which the player’s winnings were declared void was the fact that he failed to meet the wagering requirements which were clearly notified to him at the time when he accepted our bonus and was therefore not eligible to request a withdrawal. Due to his insistence on making an invalid withdrawal, we had no option but to refund his deposit and close his account, in accordance with our terms and conditions.



The player has chosen to ignore our responses and is also in breach of the AskGamblers Terms of Use, which has damaged the image of Club Gold Casino and the employee in question.



As the player’s arguments have been addressed in full and we have clearly demonstrated that the loss of his winnings was the result of his own actions, we see no benefit in continuing this debate unless the player has any additional information to bring to our attention.

Please send across any supporting evidence. You have my email address.

With regards to the games played, I may have played 1 or 2 hands of another game, but 99% of my play was on Casino Hold'em, your supporting evidence will confirm this. I think we can safely count Casino Hold'em as my preferred game.

Whilst your Casino Terms and Conditions have been changed, that does not give you the right to retrospectively enforce them. I have supplied a copy of the terms and conditions and the time of play and those are the terms that are relevant in this dispute.

No terms were provided for the VIP bonus, and the Bonus terms and conditions on your website say they apply to ALL promotions. No VIP terms were in the email offering me the bonus, and no terms were displayed in the bonus pop-up in the casino software. It does not really solve the issue by asking someone from askgamblers to sign up and test the system as you could have updated the system between the time of dispute and now.

To summarise, the key points against you arguments are:

- No terms included in email offering VIP bonus

- Bonus Terms and Conditions on your website say they are applicable to all bonuses.

- During email correspondence prior to contacting askgamblers you did not mention any VIP terms, and referenced your Standard Bonus Terms and Conditions as a reason for denying payment.

We have proof that the player did not only play one game during his casino experience with Club Gold Casino, therefore the assumption that Casino Hold’em was the only and favourite game cannot stand. We are to bring solid facts in this complaint and we believe that the claim is not admissible in this argument.

The player in question argues that the Club Gold Casino Promotions Terms & Conditions have changed since his game play however in the event that this had occurred, it is clearly mentioned on the same page that “Club Gold Casino reserves the right to suspend or amend the terms and conditions of any promotion at its sole discretion at any time without prior notice”. This right is not only applied by Club Gold Casino, but every company, included but not limited to, this field of entertainment.

This however does not in any way change the fact that the player had accepted the VIP bonus and that he received an instant message with the terms and conditions of that specific bonus.

With regards to the reason given to the player for cancelling the winnings, on all counts it was mentioned in this dispute and to the player himself that he had played on a game which did not count towards the wagering requirements.

With regards to the message received by the player upon accepting the VIP bonus, a screenshot can be provided to indicate the exact message. We are also willing to let a designated member of AskGamblers sign up and test the entire suit of our bonuses, including the bonus used by the player, as evidence of the actual message which appears, in an effort to assist with this dispute.

It is also not admissible that the player in question publicises the true name of the person he spoke to. In his previous postings, the player referred to the employee with a different name (J****) protecting her identity. However this was not followed through in his latest posting and we feel that there has been a breach of the AskGamblers Terms of Use in this instance, specifically point 10 of the “Casino Complaints” and of the “Forum Posting Rules” within the AskGamblers website. We strongly feel that this has damaged the image of the employee in question, let alone Club Gold Casino and kindly request AskGamblers to take the necessary course of action.