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Golden Star Casino - Winnings incorrectly removed from active balance

RESOLVED
Complaint Info
Disputed casino Golden Star Casino
Reason Casino terms violation
Dot South Australia
Posted on April 23, 2021

Yesterday, I received an email stating that I had won an award in a recent tournament in the amount of $31,02

I started a gaming session on Conquest Era and was having a pretty successful time.


I was in a chat with support double checking what the maximum bet amount that was allowed during the bonuses playthrough when I noticed that my balance had gone from $518.87 down to $71.02.


I was told that this was because I had cancelled off an older bonus that I'd previously received (the LUCKY50 promo) and that the winnings that had just been deducted were subject to this bonuses playthrough requirement and therefore forfeited upon the said bonuses cancellation.


How is this possible? Before the tournament bonus was added to my account my balance was $0.00 and after being credited the bonus I started this latest gaming session with a balance of $31.02 and went from there.


Shouldn't all my winnings from that session be attached to the requirements of the tournament bonus?


In the casinos Bonus terms and Conditions, it states that an active bonus is automatically cancelled when the active balance reaches $0.05.

The LUCKY50 bonus should have nothing to do with what money I had won during my latest session. I ended my previous session with a balance of $0.00 before the tournament bonus had been credited.


Even by trying to follow the support peoples logic, I can not understand why I would have still been left with the $71.02 in my active balance.


I've unsuccessfully tried to resolve this issue with support and conversations have just ended up as back and forth arguments that were going nowhere, so I would like Askgamblers to please have a look at the situation and help us resolve things.


I don't believe the amount of $447.85 should have been taken from my account and I'd like it returned please.


I have attached the relevant chat history and emails with GS support, a snap of the email I received regarding the tournament award win, the bet history log I received from them ( snips with the important bits highlighted as well as the full pdf ), a highlighted snip of the terms and conditions clause I referred to above and a snap of my recent bonus history with the casino.


Thank you very much for your time, I really appreciate it. If there's any more information you require of me please let me know.


Kind Regards,


Brett

Posted on April 25, 2021

Dear Askgamblers team and DOT,

We will review the complaint as soon as possible and return with explanations.

Thank you for understanding!

Kindest regards,
Golden Star Casino Team

Posted on April 26, 2021

Dear Askgamblers Team,

We want to clarify the situation and explain why the player lost money.

The player made a deposit April 18, 2021 20:44:55, 40 AUD
and got Lucky Weekend bonus, 50% to his deposit amount, so his balance became 60 AUD. Player made 89 % of wager requirements but cancelled his bonus so, bonus funds were written off his balance and left only his deposit - 40 AUD. Then, he got bonus ''Gold Reward Cash'' = 31.02 AUD and his balance became 71.02 AUD.

All in all, we believe that this complaint should be marked as resolved because the player cancelled his bonus without playing it on the wager requirements that is why 447.85 AUD were written off automatically from his balance.

Thank you for understanding!

Kindest regards,
Golden Star Casino Team

AskGamblers
Posted on April 27, 2021

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Golden Star Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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