Complaint #6 Golden Tiger Casino

Won't't refund deposits despite an active Self Exclusion with another Casino Rewards brand

By Lisalewis123

10 years ago

Message on forum

Today I opened an account with golden tiger casino not realising that it was owned by casino rewards immediately.
I have a self Exclusion due to previous gambling problems with casino rewards and previously dealt with the risk management department who advised me that I would not be able to play across any of there sites.
When I registered not realising that this is infact a casino rewards site I used my new email address and phone number, the rest of my details such as dob and address are the same. Infact a customer support agent on the phone was able to locate me with my name and address and dob
In total I deposited a total of 400gbp when I felt like I was getting out of control I made contact only then to learn this is s cr site so I shouldn't of been playing at all they are refusing to refund me and I don't think this is at all fair! Had I won anything I now know they would not of paid out when the link had been made so therefore I believe my deposits to be void and would like them back. Had I known from the start this was a cr site I would never of joined and I feel upset and let down they allowed this to happen
Every person I speak to about this on the live chat is far from helpful and just days I won't be refunded which of course causes me great distress I basically feel like I've been robbed and just want my deposits back as I'm a self excluded across all cr sites

Disputed Casino Golden Tiger Casino

Reason Refund declined

Amount £400

Discussion

Lisalewis123

10 years ago

That is exactly the same response I got via email it's just been copied and pasted onto here. Looked at the terms and I know I'm right and entitled to this money back as there not following there responsible gambling policy I am in the process of seeking legal advice

Golden Tiger Casino

• Representative

10 years ago

Hi player

As explained by Archie, due to limitations within the casino software we are unable to detect duplicate accounts during registration.
If you had used the same unique identifier as your other accounts (your email address), an alert would have been sent to risk management and your account would have been closed immediately. However, you used a different email address.

As Archie explained, we can only take requested actions from our customers on the data that they have provided us. Should a player choose to be excluded and then circumvent this exclusion by registering new accounts with different details to what was supplied when the exclusion was asked for, unfortunately the exclusion won't be carried over on the new accounts.

Had you won from your newly created account we of course would have been obliged to pay you your winnings.

Moving forward, as you have wagered with the entire balance and there are no credits remaining in your balance unfortunately we won't be able to process a refund. Your accounts have been closed and excluded as per your request.

If you have any further email addresses please send them to risk management, as asked for, so they can block them from being used.

I should also point out that once logged into the casino software, there is a huge Casino Rewards logo in the lobby. Even with the free play pop up you can still see it in the background.

Cheers

Golden Tiger Casino Complaint Stats

Resolved 3 / 5

Avg. Amount $493

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Golden Tiger Casino Complaints

See all complaints for this casino

Serious difficulties getting funds from the casino

Dear Sir/Madam! I'm having serious difficulties getting funds from Golden Tiger Casino. I would be very grateful if you can help me.

I bet $1181 to withdraw back in February 2022. I never thought that I could have problems with a casino that has a Canadian license and high ratings from players and various forums.

On February 22, a casino support specialist reported that the withdrawal of funds would be processed within 2 days. Every two days I contacted the casino asking when the withdrawal would be processed and when, finally, I would receive my money in the amount of $1181. Each time I received the same answer: "Wait, your withdrawal will be processed within 2 days." I had no choice but to wait and hope...

However, on April 29, after my repeated messages, the casino deigned to report: “Due to the current regulatory framework, we cannot allow further activity on your account and cannot process your withdrawal.”

My questions are “What exactly is the reason for the delay in receiving money? And what actions can I take to get money in the near future?” remained unanswered.

The casino is ignoring me. I have not been able to get the money.

Please note that the casino did not report any violations on my part. I affirm that my gaming behavior is in the legal field. I did not commit any violations. I am an honest player!

Taking into account the information I provided, as well as my correspondence with the casino, I ask you to assist in obtaining my funds.

Thank you in advance.

Resolved

$1,181

The casino illegally withholds my funds

Dear Sir/Madam! I have trouble receiving funds from Goldentiger casino.

I have been trying to receive funds in the amount of $2,988 since February 17, 2022. I have emailed the casino numerous times in order to get information about the timing of crediting my funds to my payment wallet. The casino either ignored my messages or replied that the withdrawal was being processed and asked me to wait.

On March 26, the casino reported that the withdrawal of my funds would take 2 business days, but I did not receive funds within the specified time frame.

On April 2, I sent a claim to the casino.

Later, on April 08, I was unable to log into my account - a notification appeared that my account was blocked. The casino did not want to communicate the reason for blocking my account and did not announce the terms for receiving the funds, despite the request I sent.

On April 14, I received a message that “Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal.” On the same day, a letter was sent to the casino in order to obtain clarification and legal justification. But, unfortunately, the casino ignores me.

In support of my words, I am sending you correspondence with the casino for consideration.

I ask you to help me get my money in the amount of 2988 dollars.

Rejected

$2,988

The casino has blocked my account

Dear Sir or Madam! Golden Tiger Casino took my $632 winnings wrongfully. I need your help in resolving a dispute.

On January 31, I received a letter from the casino informing me that my financial account at the casino was not in my name. The casino blocked my winnings of $632.

I gave a detailed explanation of what was the reason for the discrepancy in the surname. The screenshot of the Skrill payment wallet profile I sent earlier showed my old last name. The name change certificate as a supporting document was provided by the casino.

I have made changes to my Skrill payment wallet personal information in good faith by changing my last name based on the above Evidence.

A screenshot of the Skrill payment wallet with my current last name was also sent to the casino.

The personal data of my casino financial account and the data in my payment wallet are absolutely identical.

However, the casino refuses to return my winnings, still citing the fact that the financial account at the casino is not in my name.

I ask you to help resolve the dispute between me and the casino.

I am attaching screenshots of the correspondence with the casino.

I am ready to pass any test to confirm my position.

Resolved

$632

Casino rewards blocked my bonus funds

After I Made a deposit of 20 Euro with a bonus offer of 125 % no bonus i had no bonus on my Account. I asked live help and they told me After 20 min the bonus should be in my Account. After i waited My casino rewards points were blocked that means there is a bonus but they say I have to play with more of my own money to unblock it. Never have Seen such methods on a casino

Resolved

€25

casino rewards ??

Casinorewards.com They reward play for a variety of casinos...however most recently I only play at Nostalgia / Golden Tiger. Casino rewards has in the past always been fair and I have enjoyed earning rewards to play the casinos. However... Most recently they have put a temporary suspension on my rewards. This seems totally unfair as the way you earn the rewards is by gambling..(spending my own $$ ). Or.. I have also won points thru various contests etc... I now have over $170. in rewards that they will not let me claim !! I have written to the help desk several times trying to resolve, and each time I get a very generic (copied & pasted) response. They say I have been winning TOO OFTEN and have made too many cash ins recently... what ??? I thought that was the idea of gambling ???? Anyway... I continue to gamble.... and to build up casino rewards.... but I can't use the rewards & Im very frustrated !!!!!!!!!!!!!!!!!

Unresolved