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Golden Mister - Casino withholding funds

Ruling

Found for the Operation - This player has opened more than one player account in breach of terms and conditions. As such there's nothing that we can do to assist them.

Player's Complaint

I’m hoping you can point me in the right direction on where I can lodge a complaint in relation to an American online casino, Golden Mister

My brother placed a bet with an American online casino and won over $69,000 however the company have since taken the money back claiming he is in breach of their terms and conditions by having two accounts opened.

My brother was unaware that he had two accounts opened however upon further investigation have discovered that this second account has never been verified with ID or proof of address, surely this would mean that this is not actually an open account?

Secondly surely the trader has an onus of responsibility to not allow people to open second accounts using the same email address or phone number or address?

Thirdly I feel the casino are unlawfully accepting bets from his account knowing this money will never be returned and winnings never paid out. They still haven’t closed either one of his accounts and continue to send emails trying to encourage him to place a bet.

There has been a number of emails back and forth with the company who have simply said “ this decision is final” but there is surely someone who regulates this or gets involved with ADR. Any help in this matter would be greatly appreciated.

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1 Responses

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thepogg
January 14, 2024

Hi calthewolf - welcome to ThePOGG.com!

i) As communicated in our email to you, your brother would need to submit and manage any complaint relating to their account.

ii) Your brother has chosen to play with an unlicensed/illegal operator. There is no higher authority to intervene and given the size of the claim, there's effectively zero chance of the operator abiding by an informal mediation service that rules against them.

iii) Effectively all online gambling operators have terms prohibiting opening more than one account. If your brother has breached this term knowingly or otherwise, there would be nothing we could do to assist him.

Sorry we cannot be of further assistance.

ThePOGG

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calthewolf 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:

January 13, 2024

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