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.
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