Ag Awards

Golden Riviera Casino - Refusal of payment after sending ALL required documents including additional ones

Posted on June 6, 2016

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.

Posted on June 8, 2016

AskGamblers Complaints Team have been provided by valid evidence on behalf management of Golden Riviera Casino where it is clearly displayed that player violated general terms #3.1 and #

3.1 Vegas Partner Lounge reserves the right to cancel an account for any reason whatsoever at any time without notice to the Player. Any balance in the Casino Account at the time of such cancellation will be credited to the Player's credit card or sent to the Player by cheque. In some circumstances, an alternative payment method may be required in order to return the balance amount to the Player. However, Vegas Partner Lounge reserves the right, in its unfettered discretion, to lock any accounts, void any winnings and confiscate any account balance in the Player's Casino Account in any of the following circumstances: If players are found to be linked to one another via hardware, financial accounts and/or suspicious trends

Based on the above and evidence that player's deposit was returned, AskGamblers Complaints Team considers this case as Resolved and it is now officially closed. In a case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Golden Riviera Casino.

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