Ag Awards

Club Gold Casino - Withdrawal troubles

Complaint Info
Disputed casino Club Gold Casino
Reason Other
Posted on May 16, 2014

I had made a deposit at Club Gold "weekend Insurance' of 30.00, which I lost, and I did receive the 30 insurance back on the Monday following. With that 30.00 insurance money I played for the week with a balance going up and down several times over. When I was up in chips, I would try to make a withdrawal, and would get a message that the amount I could withdraw was "0", so I kept playing and doing well..Every now and again, I would check if I was able to withdraw any funds, and finally I was, so I put in my withdrawal request which was fine except I got a pop up message that I had to give the 30.00 bonus back - which I agreed to....and got the following email (below) as confirmation

"Dear Louise,

Thank you for choosing to play at Club Gold!

We have received your withdrawal request for the total amount of CAD1,010.18, together with your preferred payment method of IDS.

Your transaction request code is: 17531764."

When I went online to chat about my withdrawal progress, the online chat fellow, said I was only entitled to 60.00 of that because if the weekend insurance bonus - which I agreed to suspend upon the payout request. I have sent an email to the manager at Club Gold, but have not yet heard back. This casino was fine until this 1st request of a payout...I think this is total BS and would expect to be paid out the amount which I was entitled to withdraw! Any help you may provide would be greatly appreciated..

Kind Regards,

Louise XXXXX

Posted on April 13, 2014

Please be advised that the player was credited with Insurance bonus of CAD30.00 played on Thai Paradise where she had a winning session and requested a withdrawal.

Upon reviewing the withdrawal the amount was adjusted according to the T&C of this specific bonus which has max withdrawal amount of twice the credited bonus amount which in this instance would be CAD60.00.

The email the player is referencing is the automated email which acknowledges the withdrawal request made by the player.

The T&C of this specific promotion appear in the email we sent her on the 31st of March 2014 as well as in the pop window where she was given the option to accept or decline the bonus in the casino.

The terms for your convenience are the following appearing in the email sent to the player on 31 March 2014, in the pop up with the option to accept or decline the bonus and on our website:

"*This insurance bonus cannot be used for play on either premium branded nor progressive / jackpot games nor in conjunction with any other promotion offered by Club Gold Casino. Wagering requirements: The bonus amount received must be wagered at least 85 times in order for you to be eligible to request a withdrawal from your Player Account. The maximum amount which may be withdrawn is limited to two times the amount of the bonus. Any request for a withdrawal of your winnings before this wagering requirement has been met may result in your bonus and winnings being declared null and void. This is a“play bonus”. This means that your bonus credit is for wagering purposes only and only winnings from the bonus may be withdrawn. The bonus itself is not redeemable for cash"

I would kindly suggest that in future situations if the player is unsure about the rules of a promotion the player is thinking of claiming, thay can easily pop on to our live chat service or send us an email and we’ll do our best to explain further before you play.

Best regards

Dino G.

Posted on April 16, 2014


Please be advised that the player in question has been paid the due amount.

We would be grateful if the player could confirm the reception of funds.

Best regards

Dino G

Posted on April 19, 2014

Dear @weeziemann,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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