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Club Gold - money not paid to customer

Ruling

Found for the Casino - the player was paid the maximum amount that they could win based on the rules of the No Deposit Bonus they accepted despite having played a game that was excluded. Club Gold once again demonstrated their commitment to treating players fairly.

Read our Club Gold Casino Review.

Player's Complaint

I had a account with club gold casino nov 2012 I was a depositing customer, I got 10 bonus to play and played on a few games turned over the bonus to all cash Pink Panther and Ironman I think was the games. I won £1200 pounds, and I withdrew all of it, before I did this I spoke to a manager to ask him how much would I be able to withdrew he confirmed in email that £1200.00 would be in my account in 5 working days. I got a call from club gold that week from a girl, she said I can only have £50.00 from that win so that meant £1150 was not paid, and they closed my account. I tried to find out where I could complain but no one helped so I left it. The first time I won I withdrew my money, but was waiting a very long time and the same girl on the phone said we have to look into all our withdrawals to make sure the customer is genuine. I got that pay out, you asked for the user name, I think it was [EDIT] or [EDIT].

Thanks for your time in this matter, I look forward to hearing from you.

[EDIT].

Read the casino review

2 Responses

User icon
ThePOGG
February 12, 2014

Hi missworld1970,

Firstly, I apologise for the delay getting your complaint processed. We made some updates to the code on the site to allow it to load faster, but while that was happening I could not make any new posts.

I'll contact Club Gold casino just now regarding this issue, but I'll be honest about what I'm expecting back from them. From reading your complaint, it sounds like you claimed a No Deposit Bonus. With NDBs there is almost always a maximum allowed win stated in the terms and conditions and in this case, that looks to be what's happened (£50 would be 5xbonus, which is fairly normal for NDBs).

Regardless, I'll get in contact with the casino and see what they have to say.

Thanks

ThePOGG

User icon
ThePOGG
February 14, 2014

Hi missworld1970,

I've heard back from Club Gold and they've confirmed what I speculated in the post above. When you play with a No Deposit Bonus it's normal for there to be a maximum amount you are allowed to withdraw, usually ranging from 5-10x the bonus amount you received. As such with a £10 NDB the maximum you would have been allowed to withdraw would be £50 in this instance. These were the rules you agreed to when you accepted the bonus.

It's also worth noting that the Marvel branded games were excluded from play with a NDB and as you'd broken that rule by playing Iron Man the casino would have been within their rights to void the entire balance rather than pay out at all. Again, this was a rule you agreed to.

Finally the closure of your account was nothing to do with the payout, but rather the behaviour that the people representing you engaged in while talking to Club Gold staff. I understand that it's frustrating when you do not fully understand the terms of the bonus you've engaged in and something goes wrong, but you'll get far further with honey than you will with vinegar.

There really isn't any grounds for me to argue for the return of further funds to you - you were paid the maximum amount that players were allowed to win from the promotion you participated in. In future if you are unsure about the rules of a promotion you are thinking of claiming, pop on to our live chat service or drop me an email and I'll do my best to explain them before you play.

ThePOGG

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missworld1970 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

February 12, 2014

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