Complaint #8 Golden Riviera Casino

Golden Riviera Casino will not issue my refund as a result of their technical issue

By chichap

11 years ago

I was trying to deposit money into Golden Riviera casino and it kept coming up as "unable to deposit". I attempted numerous times and it kept coming up with the same response. when I checked my account it actually took the money out of my account totalling to $2500. I have since then been in contact with the casino and they have confirmed that I do need a refund and to supply them with some documentation. it has been 2 weeks since this incident occurred and my refund still hasn't been issued. They are now saying that the money has been refunded on the 21st of May but nothing has gone into my account. they have since asked for a bank statement from the 1st of May - 29th of May as proof that nothing has been credited to my account. My bank has advised me that they cannot issue a specific statement for the said dates as they only release statements every 13th of every month, I then communicated this to Golden Riviera and was told to send them a copy of my transactions for the said period which I have already sent. They are now saying they cannot accept this and will need to go back to my bank and request for a statement. I have been emailing and calling them almost everyday and each time I have to repeat the whole story only to be turned away time and time again advising the someone will get back to me. - Do not use this casino!!!

Disputed Casino Golden Riviera Casino

Reason Double charge/Refund

Amount $2500

Discussion

AskGamblers

• Support Team

11 years ago

@chichap,
It's a nice practice to confirm if your compliant is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

@chichap,
Is this complaint resolved, can we close it? Thank you.

Golden Riviera Casino

• Representative

11 years ago

Hi Chichap,

Thank you for taking our call earlier today. We sincerely apologize for the inconvenience caused however we have confirmed with our processor that the cancellations were processed successfully. As per our telephonic conversation the cancellations would not reflect on your account as a refund due to the transactions being cancelled and not refunded, this was further confirmed in the email sent to you containing proof of cancellation. Your bank would now need to reconcile these transactions to confirm the cancellation on your end.

Kind Regards

Preston
Complaints
Golden Riviera Mobile

chichap

• Australia

11 years ago

Hi Askgamblers,

They did not contact me on the 21st of May advising me of my refund,I was emailed to advise that I now have a VIP host and that I have been upgraded to a certain tier as a member but it is in no relation to my complaint I put through that day. I contacted them via a live chat and advised them of what happened on the 21st of May in the morning. How can they refund me on the same day when they haven't received any documentation from me such as my ID to verify my account with them. It wasnt until the 26th of May that somene from their support team confirmed that I am indeed going to receive a refund of $2500. And I then submitted my documentation such as ID, and utility bills for verification on the 27th of May. I wll be more than happy to supply the email trail if required.

Golden Riviera Casino Complaint Stats

Resolved 9 / 11

Avg. Amount $714

Avg. Complaint Duration 7 days

Avg. Response Time 3 days

Golden Riviera Casino Complaint Summary

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

So far, 4 out of 6 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 Riviera Casino Complaints

See all complaints for this casino

Been trying to withdraw for over two weeks, payment not going through

I made a deposit on January 8th 2018, and withdrew the same day to my ewallet, deposit was made by credit card. I tried to make a deposit with my ewallet however it did not go through. At the end of my wagering requirements I withdrew a balance of 802$. This was sent back to my account 2 days later. I figured maybe it only goes back to the payment method, so I tried to withdraw to me credit card, and that wouldn't work because Mastercards don't allow it, as far as I know. For the remaining week and half I have been trying to withdraw to my bank account. It has already failed once and I have tried once more again. The problem is that my account is verified and none of the team member are contacting me regarding why the withdrawal will not go through. Their withdrawal page for bank transfer is also weird as It does not have enough information for a bank transfer. (Please look at picture). On chat I was told to enter certain numbers, that we in Canada do not have, such as IBAN code. What is a clearing code/bank code ? I have the swift code, bank code, and transit code, how would I enter this on the first line. Please help if you can, thank you.

Rejected

$802

Haven't paid me in over a week

On August 8, I made a deposit of 300 and got a bonus of 150 If I remember correctly. I ended up playing a few games and cashing out. For the next 48 hours I was told my withdrawal will be processed. After 48 hours I checked and it wasn't. I went back on chat, they said you need to upload verification documents, which I did. After another 48 hours, they said it was verified on chat, next day I get an email saying my utility bill was expired, so I uploaded the latest utility statement same day. The next day on chat they said they were waiting for the new statement, and I told them it was uploaded, and then on chat they confirmed " the account is now verified ". Cool. I was told my payment would be processed within 24 hours, which was on friday, august 11th. I checked nothing on that. They said you have to wait for the weekend, which then your payment will be processed on sunday night. Then it's been like this since the beginning, I have re-withdrawn 4 times now and they keep saying it will be processed within 24 hours. At once they even said " we are having technical difficulties ". Probably to get rid of me from chat. Anyways I do not know what to do at this point, I know my account is verified, and they have been saying my payment will be processed within 24 hours for the past 4 days. Help if you can, thank you

Resolved

$3,510

Refusal of payment after sending ALL required documents including additional ones

I recently submitted a complaint against Golden Riviera Casino regarding the refusal of paying my winnings out to me. The casino required documents to verify my account and I emailed the documents the same day they were requested. The verification could not be completed as one of the documents they received could not be read. I sent another and the casino confirmed they had received all documents successfully. A week later I still had not received my payment and contacted the casino asking where it was. They explained they were still completing the verification process however it was quite unusual it was taking this long. Apparently it was the security department stalling the process. After waiting several more days I was notified via email that my account had been locked and my winnings confiscated as I was deemed 'high risk player'. I AGAIN contacted the support online chat to find out what this meant and they wouldnt answer my questions. All they stated was that I needed to email a photo of my drivers licence, master card (front and back) and a utility bill no older than 3 months. I sent ALL of these documents to the casino. I have recently been informed my account will be remained locked and I wont be receiving my winnings even when I was told all documents I sent were successful for verification to be completed. I am owed AU$1300.00 from the casino.

Resolved

Slow withdrawal

Dear Askgamblers, I have a complaint about Golden Riviera Casino, concerning there withdrawal's methods. I wanted to make a withdrawal on last tuesday, but they have deliberately slowing down the proces of paying out, by again and again keep asking me for documents which had proved that I am who I am. And they ask me this not within 1-2 hours, but a day later. At first you must wait 24 hours before you completed the reserve withdrawal process, and then they keep asking you question's about sending documents. At last I thought that friday morning all documents were send. But friday-evening they still had not made the withdrawal compleet. When I made contact they told me that all the person's of the Finance department were not working till monday, so I have to wait for monday. I find this not normal and I think there intentional is to hope that you keep playing with the money you have won. When I can't make a withdrawal from winnings from monday within one week, then I can't called you a Casino.

Rejected

Account Closed and Winnings Confiscated With No Explanation Provided

I recently won AUD$5700 at Goldern Riviera Casino. After many submitted verification documents I was notified that I had successfully been verified and that my payment had been sent to accounts department for processing. The next day however I received an email saying that my name had come up on a central risk database and that my account had been closed, could not be accessed and that all winnings had been confiscated indefinitely. They also stated that my deposits had been refunded to my Neteller account which they have not at this stage. I have no idea how they can accept the money but then say I am a risk when it comes to payment. I have had several withdrawals from other casinos with no issues and would appreciate any help to resolve this and receive my payment.

Resolved

$140

Account Locked

I opened an account and received the welcome bonus and after playing on there one night I hadnt played for a couple days and when I logged back in it said my account is locked and when I contacted support they claimed I was a hish risk player due to my affiliation with a list of people that they provided me but I have never heard of them in my life and they wouldnt tell me how I was even connected to these people so I dont feel its right that they can lock my account and withhold my money by not giving me some excuse regarding other people that have nothing to do with me

Resolved

Golden Riviera confiscates 2100 euro winnings

I played and won 2128 euro at Golden Riviera casino one month ago. My winnings were confiscated. When asked casino why they did it- the only answer was that I played like a pro. I played roulette and slots games only. I am not a pro!

Unresolved

€2,128

Deposit is not credited to my account

I deposited 25$ to this casino and it has not been credited to my account. it was the first deposit. I emailed them and talked to their support staff. at first they said the transaction is pending. the second time they asked for a receipt which i emailed it for them. the third time they said that they have no record of my transaction. I also didn't receive any answer to my email.

Resolved

Took my deposit, did not give me my credits

i put a £20 ukash on which went on through ukash but the casino denied i had made a deposit it was my first time on.firstly i got told it was pending an hour later i got told i hadnt made a deposit the staff were rude and unhelpful telling me i need proof that i had deposited money.i got in touch with ukash who give me the ref transaction id and the merchant transaction number when i spoke to support these were ignored and got told they wanted doucuments ie bank statements that proved i had bought this when i bought it with cash.when i told support ukash was going to sort it support turned round and said what do you think they are going to do they are very rude and unhelpful

Resolved

£20

Withdrawal not happening

Hi,

On the 14/6/12 or 15/6/12 I created an account with Golden Riviera Casino. i deposited using a virtual credit card as I always do with every other casino. the virtual credit card was activated under my account with the same registered details as the casino account so there's no problems there. http://www.virtualvcard.com.au/home.aspx. the virtual credit card only had $100 AUD available and i deposited two separate times worth 50 AUD each. The transaction was approved when depositing on the casino therefore i was able to play and alternatively win!

On the 16/06/12 i withdrew a total of $67,000 AUD. First, the casino locked me out of my account (therefore locked me out of most palace group casinos) considering me a high risk customer. That problem was easily solved, basically because i just signed up my account was not verified. So i sent all supporting documents to banking@vegas....

I also sent a copy for my withdrawal which included my passport, bank statement, screenshot of virtual credit card account and the authorization report which they sent me. In saying all this, the casino has already locked me out of the account, hence locking me out of every other casino i basically play (spin palace, euro palace, lucky nugget etc), rejected my withdrawal request twice already (one for being a high risk...solved and second time to be explained now)

i recieved this email from the casino

On Tue, Jun 19, 2012 at 4:36 PM, risk wrote:

Dear Zamal,

Thank you for your patience and understanding while our security team reviewed your accounts.

During a routine security check by our banking processor, it was discovered that the card used to purchase at our casino was linked to several known fraud related accounts. As a result of this, the purchases made at Golden Riviera Casino were rejected before we received a settlement of the transactions. Therefore any and all winnings at Golden Riviera Casino are null and void and will not be paid out.

Further to this, we have taken the decision to lock your accounts at Vegas Partner Lounge, given your links to the fraudsters known to our banking processor.

Please refer to our Terms and Conditions regarding our policies in cases such as yours.

Regards,

Dean,

Risk Consultant

Golden Riviera Casino

Vegas Partner Lounge

First of all, there was no fraudelant activity linked to this account at all, the card had $100 available, and that $100 was deposited into the casino (50 then 50 again). the payments were approved and the registered details of the account are the exact same that were registered on the casino account.i have used VCARDS ever since playing online casinos and withdrew about 3 times with different casinos and there were no problems. I would like to know why the above email states what it states. I have proof that the account has only been used for depositing in this casino and the full amount of that card was put into the casino. The payment was definetly accepted as it was approved (i have emails to proove that it went through) .

When i chatted to the 24/7 live support team they said that the payment did not go through and the amount was credited back into my credit card. I knew this couldnt be the case as it was successful deposit and there is definetly no refund in that prepaid card.

Please if anyone could help me complete this withdrawal. i have got all supporting documents to proove that the VCARD account is mine, copy of the transaction history from the credit card that was used to deposit to make those winnings.

Thanks

Unresolved