Problem gambling based demand to reinstate lost winnings of 75k

[bonuscenter]

I'm not really sure what a fair solution.


On one hand we have a player knowing he has an addiction, but adult who must take responsibility for their actions.


On the other side is a casino that apparently broke a rule and took advantage of a weakness that the player confessed by himself.


I think that justice is in the terms and conditions of the casino and the rules of the license. What is written there is an agreement between the parties and must be complied with.


In short here we see some problems that interest us:


- Really the casinos caught early if a player has a gambling problem?
- Really the casino cares if the player has a problem with gambling?
- Are we aware that gambling addiction harming the image of ALL of us?
- Are we doing something to stop this addiction and to facilitate our job as promoters of responsible and fun gaming?

[marko6]

On the other side is a casino that apparently broke a rule and took advantage of a weakness that the player confessed by himself.

Bonuscenter,
I agree with you. And my point is: If a casino apparently broke a rule and took advantage of a weakness that the player confessed by himself, then the casino must take responsibility, as well. Playtech should have log files of my very many attempts (more than 20!) to limit my wagering. I had set my MONTHLY wagering limit to 1 Euro, which should have limited my wagering to 1 Euro per month! But that limit was removed by the casino within a few minutes in more than 20 occasions. WHAT IS A MONTHLY WAGERING LIMIT GOOD FOR, IF IT DOES NOT LAST AT LEAST 1 MONTH? Club Gold Casino does offer the option to limit the monthly wagering, so it should make sure that this option works correctly. Playtech might even have log files of the chats that I had with the casino, in which I requested an account lock until all funds have been paid.


Club Gold Casino,
please answer the following 3 questions: 1) Can you please confirm that you removed my monthly wagering limits of 1 Euro in more than 20 occasions between January 2013 and April 2013? 2) Can you also please confirm that Dino locked my account completely upon my request, that it shall be locked until all funds have been paid? 3) Can you also please confirm that my account was unlocked again in May, BEFORE all my funds had been paid?


Redbush54,
I was so frustrated, that I have deleted all communication with Club Gold Casino (including the sent folder). Unfortunately, Yahoo is not able to retrieve mails, that were deleted more than 7 days ago. But I am still working to get my Casinomeister account reopened. Bryan from Casinomeister seems to be on vacation.


To all,
my win at Club Gold Casino was the first real big win I ever had. Now, when looking back, I see that the casino tried very hard to keep most of the money that I had won, and they finally succeeded. That is exactly what I tried to prevent with my limits and with my request to lock my account, and it certainly is not what gaming should be. As an honest player I made all my deposits correctly, trusting that I will receive all my wins, if I win. However,
- the 5k monthly withdrawal cap,
- the withdrawal delays up to 6 weeks,
- the immediate removal of wagering limits set by the player,
- the unlock of an account that was requested to be locked until all funds have been paid,
- and the experience that the casino excluded me from playing all games but slots,
... all of these 5 reasons show that the casino tried everything to keep most of my funds. I expect a casino to handle withdrawals AS HONEST and AS FAST as I handle my deposits. I guess that a casino can earn enough money when doing so. The small chance for a player to win should not be additionally decreased by such (mostly unexpected) handicaps.

marko6

[Pmig]

Some questions:

- How much you deposit at you lifetime on that casino?
- If instead of loosing you won even more money on casino you will refund that amount?

If the gambling limits (responsible gambling) are not working on that casino, casino licensee should apply a fine to operator. But before that, casino should contact the Key Official where is based.

The casino should only pay your deposit back and you should not be allowed to play anymore because you have a gambling problem.

No need to say, playing at a casino with 5K withdraw limit per month is plain stupid...

Well, not going to say next time you should look at casino terms and choose well. You should not playing anymore ever on your lifetime, you have a problem and need to have professional help.

[thebookiesoffers]

I like to keep an open mind on these things and not take sides but to me it always looks suspect when one party only answers select questions and ignores others. The casino doesn't look to clever to me at the minute ignoring certain things

[Anthony]

Marko6

I have received information from Club Gold casino that I will forward to you. If you can recover anything on your end that would be helpful.

[-Shay-]

Marko6

I have received information from Club Gold casino that I will forward to you. If you can recover anything on your end that would be helpful.

Anthony, do you have a good contact at Playtech that might be able to help Marko out?

[marko6]

Marko6

I have received information from Club Gold casino that I will forward to you. If you can recover anything on your end that would be helpful.

The information from Club Gold Casino was not very helpful, because it only covered the time frame after May 19th, when my account was unlocked. The relevant emails and chats took place between January 1st and May 19th. In that time frame I had set my monthly wagering limits and requested my account to be locked.

Meanwhile, I was able to retrieve two emails that I had sent to Club Gold Casino which clearly state that I confessed my gambling problem more than one month BEFORE my account was unlocked. The content of these emails is confidential, but I shared them with Anthony.

Playtech has still not responded yet.
marko6

[marko6]

It might help, if I point out the major points of this issue:

1) Looking back I believe that while playing at Club Gold Casino I really tried everything to get my winnings paid: I asked the casino to increase the monthly withdrawal limit, I set monthly wagering limits of 1 Euro each (on more than 20 dates), I asked the casino to lock my account until all funds have been paid.

2) On top of that I informed the casino about my gambling problem to make sure, that my account remains locked until all funds have been paid. In my email from April 19th I informed Dino (the casino boss), that it is my wish that my account shall remain locked until all funds have been paid. I was afraid that I might change my mind and that I might start playing again with my winnings.

3) The casino software accepted all my monthly wagering limits, but the casino staff removed those limits within a few minutes, whenever I asked for it. My point is: WHAT IS SUCH A MONTHLY WAGERING LIMIT GOOD FOR, IF IT CAN BE REMOVED WITHOUT ANY COOLING-OFF PERIOD? I chose the monthly wagering limit to protect myself!

4) My account was indeed locked through the casino staff upon my request. But on May 19th exactly that happend, what I was afraid of. I asked the casino to unlock my account, and I started gambling again. The casino should not have unlocked my acccount, because it was aware of my gambling problem at that time. I lost 75k Euro, after my account had been unlocked.

5) I was an honest player all the time. I never charged back any deposits, and I never broke any bonus rules. I just wanted to receive the winnings that I had made. WHAT ELSE COULD I HAVE DONE TO RECEIVE THOSE WINNINGS? Of course, you might say, that I should have waited another 15 months for the 75k to be paid (at a withdrawal limit of 5k per month). But for an addicted gambler like me, it is almost impossible to have funds in a casino account and not to play with it for 15 months! Especially, when I keep on receiving promotional emails.

I do hope that Playtech will look into this case soon. I am quite sure that Playtech has log files of my account lock and of my monthly withdrawal limits. I also do hope to get support from GPWA, because Club Gold Casino has the GPWA banner on its website. I have no idea, what other organization might be able to help.

marko6

[-Shay-]

The provision of a self-exclusion facility for any customers who wish to exclude themselves from gambling on the operator’s website. During the chosen period the customer will also be excluded fromall forms ofcommunication from the operator. The chosen period should be for a minimum of 6 months. Reasonable steps should be taken to prevent promotional material being sent to a customer during the exclusion period. Source

This comes from the Remote Gambling Association, which Playtech are members of. SIX months is the length of time that his account should have been locked for AT MINIMUM when he admitted or even implied he had a gambling problem.

It sounds like he (Marko) consistently was simply trying to get paid and Club Gold were doing everything in their power to ensure that did not happen behind the scenes. Mind you this is not the first/only time that someone has lodged a complaint about Club Gold and their antics.

[universal4]

Marko,

What email program do you use? You stated you sent an email April 19th, but have no record of that. How do you know it was April 19th then? Do you have the sent email in your sent folder?

Do you know what date exactly you first asked for the account to be locked?
How did you first ask, by email or chat?

Rick
Universal4

[marko6]

Marko,
What email program do you use? You stated you sent an email April 19th, but have no record of that. How do you know it was April 19th then? Do you have the sent email in your sent folder?

I sent the emails to Club Gold Casino through my YAHOO email account. As previously stated I had deleted all my correspondence with Club Gold Casino (including the sent folder), after I had lost all my funds. However, I was meanwhile able to retrieve two emails, because I had also sent them as BCC to my Windows Live Mail account. In one of these emails I talk about my gambling problem. The date of this email is April 19th. I shared these emails with Anthony from GPWA. They contain confidential information such as my email address.

Do you know what date exactly you first asked for the account to be locked?
How did you first ask, by email or chat?

No, I do not remember the exact date of the account lock. It must have been at the end of March or the beginning of April. I remember having sent an email to Dino, in which I requested such an account lock. I also remember having received an email from Club Gold Casino with the confirmation that my account is locked. I also remember having received an email from Dino (the casino boss) saying that I will still receive 5k payouts, even if my account is locked. I do have an email from Club Gold Casino saying that my account was unlocked on May 19th. So there is no doubt, that it had been locked. I am sure that Playtech has a log file with the exact date of the account lock.

marko6

[-Shay-]

Marco, in another thread, Carmel has claimed that Club Gold Casino is licenced in Curacao. I suggest contacting them to file a complaint in addition to going the Playtech route.

We would like to advise that Club Gold Casino holds a valid gaming license issued in Curacao, as stated on the casino’s website. The casino is presently waiting for its licensing body in Curacao to provide it with an appropriate seal, which will then be placed on the casino’s home page.

[marko6]

Marco, in another thread, Carmel has claimed that Club Gold Casino is licenced in Curacao. I suggest contacting them to file a complaint in addition to going the Playtech route.

Shay,
can you please provide me with an email address in Curacao that I can contact? Can you also please keep trying to get a good contact at Playtech? I am sure that Playtech will not accept Club Gold Casino's behaviour, because it reflects discredit on Playtech, as well.

Anthony,
did you contact Carmel again and forward him the two emails that I was able to retrieve? How shall I proceed?

Carmel,
please don't just remain silent. I am sure that Playtech will be able to confirm whatever I wrote in this thread, once they start looking into this issue. For the sake of your company, can you please admit having made a mistake and refund my winnings, so that we can mark this issue resolved? If we don't get this issue resolved soon, it might well spread into many other gambling portals on the web.

marko6

[-Shay-]

Marko,

Here is the website for Curacao eGaming. I will continue trying to track down a Playtech contact as well.

(sending you a PM shortly).

[marko6]

Carmel,
please be so kind and comment the following 10 questions. As affiliate manager of an honest casino you should be pleased to do so:

1) Did I ask the Club Gold Casino to lock my account in April 2013?

2) If yes, did the Club Gold Casino lock my account in April 2013?

3) If yes, on what date did the Club Gold Casino lock my account in April 2013?

4) How many funds did I have in my account, when it was locked in April 2013?

5) Did the Club Gold Casino read my email from April 19, 2013, in which I admitted my gambling problem and asked to keep my account locked until all funds have been paid?

6) Did I ask the Club Gold Casino to unlock my account on May 19th, 2013?

7) Did the Club Gold Casino unlock my account on May 19th, 2013?

8 ) Was there a monthly wagering limit (1 Euro) on my account, when it was unlocked on May 19th, 2013?

9) Did the Club Gold Casino remove that monthly wagering limit on May 19th, 2013?

10) How many funds did I lose since May 19th, 2013?

Sincerely
marko6

[-Shay-]

BUMP - Carmel, the above post is still patiently awaiting your feedback.

[-Shay-]

Marko, has Carmel answered your questions via PM or is he running silent?

[DinoG]

Club Gold Casino would like to confirm that all relevant information surrounding this claim has been provided to GPWA, proving no wrong-doing on the part of the casino. We understand the player has also submitted to GPWA an email which he could not initially locate anywhere but was later miraculously able to find, after GPWA provided him with copies of the emails we had submitted!
We look forward to GPWA announcing the outcome of their independent examination of the evidence submitted by both sides.
Best regards,
Dino G
Club Gold Casino

[-Shay-]

Club Gold Casino would like to confirm that all relevant information surrounding this claim has been provided to GPWA, proving no wrong-doing on the part of the casino. We understand the player has also submitted to GPWA an email which he could not initially locate anywhere but was later miraculously able to find, after GPWA provided him with copies of the emails we had submitted!
We look forward to GPWA announcing the outcome of their independent examination of the evidence submitted by both sides.
Best regards,
Dino G
Club Gold Casino

There's still a series of questions that have been sidestepped by Carmel as well as an avoidance of my question regarding Club Gold Casino's licence status, which was asked in this thread.

I'm also VERY interested in how this plays out and I am extremely disappointed that you've placed a spin on his "miraculous finding" of his email - like finding evidence to support a claim is a bad thing.

[marko6]

We understand the player has also submitted to GPWA an email which he could not initially locate anywhere but was later miraculously able to find, after GPWA provided him with copies of the emails we had submitted!
We look forward to GPWA announcing the outcome of their independent examination of the evidence submitted by both sides.
Best regards,
Dino G
Club Gold Casino

What is so miracolous about sending an email as BCC? When I had started this thread I had not looked into the mails, which I had received 5 months ago in my live mail account. I was not even aware which mails I had sent as BCC and which not. I not always use the BCC option.

The evidence, that Club Gold Casino has submitted so far, only contains mail and chat conversation after May 19th. That is useless for this issue, because it does not cover the relevant time frame between January 1st until April 19th, in which my account was locked through the casino upon my request.

Also, Club Gold Casino has not yet answered any of my 10 questions which I had posted in my 10th update within this thread. I kindly ask them again to do so. I believe that Club Gold Casino broke two common rules: They unlocked an account of an addicted gambler (who asked them not to do so), and they instantly removed a monthly wagering limit (1 Euro) on May 19th without applying any cooling-off period.

marko6