Beschwerde #32
Golden Star Casino
Unfair confiscation of winnings
vor 7 Jahren
On the 24th of July at Golden Star Casino, I made 3 deposits, one of 100, one of 140 and one of 200. After playing a few slot games I won €2589. I was pretty happy and tried to cash it out, but it got declined as they requested documents from me. I uploaded including a selfie with the casino name and the date written on it.
The next day I received an email my account had been blocked because they recognised me as a bonus abuser and they would need more verification. I don't even know what that means, but I figured I'll give them anything they needed to show them they were wrong.
Golden Star asked me to schedule a Skype call. I really wasn’t happy with this at all. I think it’s a breach of privacy and inappropriate for an online casino to demand. Still I complied with them. I scheduled a Skype call with them and took it on the 31st of July. Golden Star saw me on my webcam. They verified my details, my past deposits, deposit method. Pretty much everything. Then they asked me what games I played and how big my bets were. I answered them that I played Book of Dead, Break Away and Loaded at £5 a bet. I was wrong. I played Adventure Palace, Break Away and Loaded at £5 a bet. They then flippantly told me that I was wrong and my account did not pass the verification so they would keep all my winnings, open my account and leave my last deposit inside so that I can go withdraw it. Once I withdraw my deposit they would close my account.
I’m someone who likes to gamble and enjoy playing slots regularly. I find it ridiculous that I’m expected to keep track of every last detail of a slot I played over a week ago. I still managed to get all their questions right except one small detail. But because I don’t have a photographic memory they think it’s fair to take everything that I won from them. Nowhere in their terms does it say that I have to ace a memory test to not get my win taken. To make matters worse they were 25 minutes late to the Skype interrogation that they’d insisted on and made me wait a long time between their questions. I’ve gambled a lot and never come across any casino that performs online Skype interrogations on its customers while holding their money at gunpoint. How can they claim that they were unable to verify my account when they were speaking to me in person while looking at me and me answering everything they asked me, with the exception of the name of 1 of the games I played. I find it an insane way for any business to treat its customers. I hope that the casino can understand this and if I’m unable to come to some kind of resolution here I can at least warn as many people as possible how they can expect to be treated at Golden Star Casino.
The next day I received an email my account had been blocked because they recognised me as a bonus abuser and they would need more verification. I don't even know what that means, but I figured I'll give them anything they needed to show them they were wrong.
Golden Star asked me to schedule a Skype call. I really wasn’t happy with this at all. I think it’s a breach of privacy and inappropriate for an online casino to demand. Still I complied with them. I scheduled a Skype call with them and took it on the 31st of July. Golden Star saw me on my webcam. They verified my details, my past deposits, deposit method. Pretty much everything. Then they asked me what games I played and how big my bets were. I answered them that I played Book of Dead, Break Away and Loaded at £5 a bet. I was wrong. I played Adventure Palace, Break Away and Loaded at £5 a bet. They then flippantly told me that I was wrong and my account did not pass the verification so they would keep all my winnings, open my account and leave my last deposit inside so that I can go withdraw it. Once I withdraw my deposit they would close my account.
I’m someone who likes to gamble and enjoy playing slots regularly. I find it ridiculous that I’m expected to keep track of every last detail of a slot I played over a week ago. I still managed to get all their questions right except one small detail. But because I don’t have a photographic memory they think it’s fair to take everything that I won from them. Nowhere in their terms does it say that I have to ace a memory test to not get my win taken. To make matters worse they were 25 minutes late to the Skype interrogation that they’d insisted on and made me wait a long time between their questions. I’ve gambled a lot and never come across any casino that performs online Skype interrogations on its customers while holding their money at gunpoint. How can they claim that they were unable to verify my account when they were speaking to me in person while looking at me and me answering everything they asked me, with the exception of the name of 1 of the games I played. I find it an insane way for any business to treat its customers. I hope that the casino can understand this and if I’m unable to come to some kind of resolution here I can at least warn as many people as possible how they can expect to be treated at Golden Star Casino.
Screenshot
