Problem gambling based demand to reinstate lost winnings of 75k

[thebookiesoffers]

Let me try to convince the other half, as well. I hope that my English is good enough.

I have two very important questions that I ask Dino or Carmel from Club Gold Casino to answer in this forum:

QUESTION 1:
WHAT COULD AN ADDICTED GAMBLER LIKE ME HAVE DONE TO GET ALL OF HIS FUNDS PAID, AFTER HE WAS TOLD BY CHAT THAT HE NEEDS AN UNLOCKED ACCOUNT TO GET PAID???

If your answer is, that I was never given that information, then please say so. I will then leave no stone unturned to get proof from Playtech that you did. LEOPOLD'S EXPERIMENT (post #116 in this thread) strongly supports my claim, because you still give this information to new customers up to the present day!

If your answer is, that I should have asked for self-exclusion, then you CONTRADICT yourself: A self-excluded account is a locked account, and according to your chat operator I will not get paid with a locked account.

QUESTION 2:
WHAT COULD AN ADDICTED GAMBLER LIKE ME HAVE DONE TO GET ALL OF HIS FUNDS PAID, AFTER YOU DISABLED HIM TO PLAY ALL GAMES BUT SLOTS???

If your answer is, that you did not disable me to play table games and video pokers, then please say so. I will then leave no stone unturned to get proof from Playtech that you did. SELENEMELTEMP'S EXPERIENCE (post #115 in this thread) strongly supports my claim, that you disabled me to play table games and video pokers after I hit a Royal Flush at "Jacks or Better" (4 hands).

If your answer is, that you did disable me from playing all games but slots, then we have an unethical issue that needs to be discussed here.

As a holder of the GPWA seal I expect that you answer the two questions above in THIS thread.

marko6

mate you are getting boring now. Take it all to playtech and come back with their findings. There are plenty of email addresses to try so why wait for someone who is on maternity leave? they could be a way for a year. And I gave you the number to ring and you gave some **** poor excuse

[marko6]

mate you are getting boring now. Take it all to playtech and come back with their findings. There are plenty of email addresses to try so why wait for someone who is on maternity leave? they could be a way for a year. And I gave you the number to ring and you gave some **** poor excuse

I just dialed the number you gave me for the third time, and this time I was lucky. I was connected to the Company Secretary and Legal Counsel of Playtech. He assured me that Responsible Gaming is very important to Playtech and that my issue will be taken care of. They will get back to me shortly. At least that is, what I was told.

By the way, I doubt that the sum we talk about is "boring". And I do believe that Club Gold as a holder of the GPWA seal should be able to answer my 2 questions in post #136.

marko6

[DinoG]

The facts are quite straightforward. The player had a big win. He asked for his account to be locked and it was locked. Then he asked for it to be unlocked and it was unlocked. Then he asked for it to be locked again and it was locked again. Then he asked for it to be unlocked again and it was unlocked again. And so on and so forth until eventually he gambled most of his win away, that is the part of the win which was not paid out to him in the meantime.

After losing the money he decided to tell us that he has a gambling problem, at which point his account was permanently locked. But by this time it was simply too late! If indeed he had a gambling problem and wanted to protect his entire win, all he had to do was say “I have a gambling problem”! He never did until after losing the money. And then he resorted to falsifying evidence to convince this forum that he had been treated unfairly!

The player is doing nothing else but trying to extort money from the casino instead of dealing seriously with his gambling problem, accepting sole responsibility for playing with his funds and moving on!

[Roulette Zeitung]

e asked for his account to be locked and it was locked. Then he asked for it to be unlocked and it was unlocked. Then he asked for it to be locked again and it was locked again. Then he asked for it to be unlocked again and it was unlocked again. And so on and so forth until eventually he gambled most of his win away, that is the part of the win which was not paid out to him in the meantime.

I think, it should be no problem, that you publish the chat protocols with the player. No "confidential" excuses exist, and if the player vote in favour and not against, then it's time, the full truth is coming on the table, and nobody want it more then me, because i have still work ahead.

My chat protocol (I have had a traceable visitor number!), that proofs, your online chat is not telling the truth, if a player asks for a special version of cashouts, is public to all readers: https://www.gpwa.org/forum/problem-g...tml#post733477

Now, it's your turn.

Leopold

[marko6]

The facts are quite straightforward ...

Dino, I wish to point out that you have NOT ANSWERED the two simple questions in post #136 of this thread.

Furthermore, what you write is wrong: My account was locked only twice (around April 2013, and on June 5th), and it was unlocked only once (on May 19th 2013). True is, that I had set limits many times, and that I had asked your chat operators to remove these limits again. But the point is: Had I asked for self-exclusion due to a gambling problem (what you suggest in your last post), then my account would have been locked and with a locked account I would not have received my money. That is exactly the information, that was given to me by your own staff.

Once again, I kindly ask you to answer both of my questions in post #136. Also, I kindly ask you to forward ALL chat and ALL email correspondence (that I had with the casino) to GPWA and to me. I would like to assist you in finding the proofs.

marko6

[-Shay-]

The facts are quite straightforward. The player had a big win. He asked for his account to be locked and it was locked. Then he asked for it to be unlocked and it was unlocked. Then he asked for it to be locked again and it was locked again. Then he asked for it to be unlocked again and it was unlocked again. And so on and so forth until eventually he gambled most of his win away, that is the part of the win which was not paid out to him in the meantime.

After losing the money he decided to tell us that he has a gambling problem, at which point his account was permanently locked. But by this time it was simply too late! If indeed he had a gambling problem and wanted to protect his entire win, all he had to do was say “I have a gambling problem”! He never did until after losing the money. And then he resorted to falsifying evidence to convince this forum that he had been treated unfairly!

The player is doing nothing else but trying to extort money from the casino instead of dealing seriously with his gambling problem, accepting sole responsibility for playing with his funds and moving on!

"Dino",

Most reputable online casinos have information in place regarding what to do if you have a problem with gambling. They have links to third party sites that can advise/assist in instances of problem gambling.

Take for example, 32Red. They offer advice regarding problem gambling and what to do. They also state their problem gambling policy. Perhaps most importantly, they make it easy for a problem gambler to self exclude.

Just to check to see if this is the norm - Vegas Red Casino - link to gamble aware on their footer and a link to their responsible gaming page where you can find some useful tips/advice regarding problem gambling.

And one more check - Winner - Gamble Aware (check), responsible gaming page (check) - linked in the footer (check), specific instructions/policy regarding self-exclusion/problem gambling (check).

Please note - historically I do not trust two of the three casinos I've listed any farther than I can throw them (I cannot throw very far). Yet, they take extra steps to take care of their players in these aspects.

Club Gold Casino (in the footer) - Gamcare icon (no link). And yea, that's pretty much it.

Going back to his request for limits - did the flow of limiting go "hey, I need limits placed" with a follow-up of "ok"... or did the customer service say "I'd be happy to limit your account, may I ask why and for how long?" Did they ask probing and prudent questions to determine if the player was doing this due to a gambling problem? Or was the real concern with trying to figure out how to get the player's money out from under him?

Did he set his limits on his own? If so, did Club Gold follow up with him and say "I see you limited yourself, can I ask why?" Or did they say "I see you limited yourself, here's a 300% bonus if you reload and play right now" in the #obvious attempt to get the guy to cancel limits, deposit, and spunk his roll?

No matter which way that plays - MY opinion is that Club Gold Casino does not even come close to identifying/protecting problem gamblers. Moreover, my opinion is that even looking through your FAQ and your terms (where is "the English Courts?") Club Gold Casino does absolutely nothing beyond attempting to convert. My opinion is that Club Gold Casino couldn't care less about your players, their well being, or anything beyond getting them to deposit and play.

To me, oversight/webmaster error can only go so far. In this business, there should not be errors or mistakes from operators in the area of customer protection. As I mentioned before, my experience tells me that corruption is often mistaken or covered up with crying incompetent.

Giving the staff at Club Gold Casino the benefit of the doubt (regardless of whether it is deserved or my opinion regarding whether it is deserved) - is it that your staff / ownership / management has no real experience as a gambling operator? Is it that the staff is self-centred and conversion oriented at all costs?

If it is lack of experience, my advice is to stop what you're doing right now and post a job opening for a director's position immediately to turn the program into one that is truly player friendly. There's nothing wrong with admitting inexperience. If it is that your casino is not player friendly for selfish reasons, then these types of problems are not going to go away.

There is plenty of money to be made by doing right by everyone (players, owners, staff, affiliates) without making a player's life difficult. The omissions of terms and tools that help players might be a short term winner for the casino, but I assure you it is a long-term loser. I implore Club Gold to do some serious soul searching straight away and "right" the "Ship".

[Roulette Zeitung]

Selenemeltemp
Banned

Source: https://www.gpwa.org/member/selenemeltemp

Banned?
What happened?

Leopold

[Anthony]

Will send you a PM.

[marko6]

Dino,
there is nothing wrong with admitting that you or your casino staff have made a mistake. I myself had admitted that my faked email was a mistake. The truth will win in the end, and I agree with Shay that there is plenty of money to be made by doing right to everyone.

I just want to see two transcripts: The chat, that I had with your casino, in which I was informed that I need to keep my account open in order to receive my winnings. In that chat I was told that I need an open account to be able to submit a 5k withdrawal every month. The chat took place immediately after or some days after my 50k win at "Rome and Glory" (at the end of October 2012 or beginning of November 2012).

The other transcript I want to see is the email that I sent to you, that made you lock my account in April 2013. I wish to read the reason (that I gave you) for my request to lock the account.

Please be so kind and forward these two transcripts to Anthony and to me, and this issue will be over soon.

Thanks
marko6

[Roulette Zeitung]

Listen, Marko,

don't use the general phone number or normal email adress of Playtech.

At the specific request of Playtech the contact information provided in this post by Leopold has been edited to remove the name of the specific employee mentioned and the associated email address. Playtech informed me that the contact information provided is not for external use, and that the correct way to contact Playtech with respect to a player issue is the following:

1. Visit the Playtech website at www.playtech.com.
2. Click the "Contact Us" link on the right side of the top navigation bar.
3. On the resulting page, click the "Player Inquiry" link on the left side of the page.
4. Fill in the requested information and submit the request.

Since I wish to obtain Playtech's support in answering various questions related to the issue raised here, and since we generally honor requests to remove information such as personal names and associated email addresses from posts, this bolded section of this post has been edited by me as requested - Michael Corfman

Write the facts short but accurate and have patience with an answer from him. It might be worth it.

Leopold

[universal4]

Good advice Marko,

Please do so calmly and as professionally as you can.

Rick
Universal4

[marko6]

Listen, Marko,

don't use the general phone number or normal email adress of Playtech.
Write your concern to *** Edited to remove the name and email address of a playtech employee at Playtech's specific request
Write the facts short but accurate and have patience with an answer from him. It might be worth it.
Leopold

Thanks, Leopold. I did! Also, as mentioned in post #138 of this thread, the Company Secretary and Legal Counsel of Playtech is now taking care of this issue. He himself assured me that Playtech is committed to Responsible Gaming.

Meanwhile, I wish to repeat my two simple questions and kindly ask Club Gold again to answer them here, as they are still unanswered:

QUESTION 1:
WHAT COULD AN ADDICTED GAMBLER LIKE ME HAVE DONE TO GET ALL OF HIS FUNDS PAID, AFTER HE WAS TOLD BY CHAT THAT HE NEEDS AN UNLOCKED ACCOUNT TO GET PAID???

QUESTION 2:
WHAT COULD AN ADDICTED GAMBLER LIKE ME HAVE DONE TO GET ALL OF HIS FUNDS PAID, AFTER YOU DISABLED HIM TO PLAY ALL GAMES BUT SLOTS???

Thanks for your support

marko6

[Roulette Zeitung]

Marko,

Thanks, Leopold. I did! Also, as mentioned in post #138 of this thread, the Company Secretary and Legal Counsel of Playtech is now taking care of this issue. He himself assured me that Playtech is committed to Responsible Gaming.

i think your concern is now on the right path.

And i am very happy, that Mr. Name Removed from Playtech now can act directly for GPWA members as a specialized contact person, because he registered today: url removed.

Seriousness, sense of responsibility and successful enterprises don't have to be contradictions.

Leopold

[MichaelCorfman]

At the specific request of Playtech the contact information provided in an earlier post by Leopold has been edited to remove the name of the specific employee mentioned and the associated email address. Playtech informed me that the contact information provided is not for external use, and that the correct way to contact Playtech with respect to a player issue is the following:

1. Visit the Playtech website at www.playtech.com.
2. Click the "Contact Us" link on the right side of the top navigation bar.
3. On the resulting page, click the "Player Inquiry" link on the left side of the page.
4. Fill in the requested information and submit the request.

Since I wish to obtain Playtech's support in answering various questions related to the issue raised here, and since we generally honor requests to remove information such as personal names and associated email addresses from posts, Leopold's original post and two subsequent posts referencing the specific contact at Playtech have been edited by me as requested. In each case the edit I have made is clearly identified.

Michael

[Roulette Zeitung]

"Removal of the name and association of a playtech employee at Playtech's specific request."

I accept his request.

Anyway, it takes 20 seconds to find him in Google without knowing his name.
What you will find?
His PUBLIC linkedin.com profile with full name, picture (!) and position within Playtech.

Linkedin.com have the possibility to contact a person if you open an account if i am right.

If somebody open a public linkedin.com profile and publish his full name, picture and position within the company, details everybody can see without registration, then I assume, that there is no problem.

Privacy is important. But then public, self made entries should not be published for everyone. And the email address is really not difficult to investigate.

I accept his request. This is in order.

We have a similar (civil) naming law in Germany but in general it's a widespread opinion of judges in our country, that everyone is responsible for himself, what he reveals on the Internet and that you can't reproach somebody who is using public details.

By the way...

Before and afterwards.

Before:

1. Visit the Playtech website at www.playtech.com.
2. Click the "Contact Us" link on the right side of the top navigation bar.
3. On the resulting page, click the "Player Inquiry" link on the left side of the page.
4. Fill in the requested information and submit the request

I am very, very disappointed regarding the role Playtech plays in this game. Playtech still has not replied yet. In the past 4 weeks the only feedback was an automated reply: "I am on maternity leave".

After:

Also, as mentioned in post #138 of this thread, the Company Secretary and Legal Counsel of Playtech is now taking care of this issue. He himself assured me that Playtech is committed to Responsible Gaming.

The effort was worth it.

Marko, i wish you luck. You gonna need it. If you want, keep us up to date on the progress!

Leopold

[MichaelCorfman]

Just a quick note to say the GPWA account opened by a representative of Playtech was opened solely for the purpose of contacting me. I was requested to close the GPWA account that was opened since I received the message, and we now have each others email addresses. While the representative that opened the account is not the right contact with respect to the issues raised in this forum thread or the related matters I wish to investigate, I do have a promise that my request will be passed along to the proper individuals. And I have a further promise to follow-up should the individuals to whom my information is passed do not get back to me.

It should be noted that even if the account was left open, it would not have been possible for the Playtech representative to respond to any private message delivered to his inbox. That is because, in order to prevent inordinate levels of spam, only accounts which have made more than ten posts are allowed to send private messages to public or private GPWA members. I could receive a message from the Playtech representative because anyone can send messages to forum moderators.

Michael

[Roulette Zeitung]

Good morning,

i am astonished. Time goes by, week after week. The factual situation is simple and clear.

The chat protocol between Marko and Club Gold Casino is the crux of the matter. Have the casino lied to him in this way (https://www.gpwa.org/forum/problem-g...tml#post733477), yes or no?

Somebody need a historical quotation?: "Yes or no—don't wait for the translation—yes or no?"

This is a very simple question and can be answered within 24 hours. But what rather puzzles me is that nobody will be ready to answer this question.

And i repeat: Nobody!

Evil to him who evil thinks.

Leopold

[marko6]

I just noticed that Club Gold Casino has removed the GPWA seal on the bottom of its player website.
The GPWA seal is still there on the ClubGoldPartners website.

marko6

[Roulette Zeitung]

I just noticed that Club Gold Casino has removed the GPWA seal on the bottom of its player website.

They don't want to link players to the public issues e.g. in this forum anymore.

The same with the Italian version of Club Gold:

Before: http://web.archive.org/web/201305171...ldgiochi.com/#

Current: clubgoldgiochi.com

Leopold

[marko6]

I was wondering...admitting the casino behaviour is unethical, unhonest and so on (and it is), if Marko from 75k, kept on playing and get a million dollar JP, would be here to complain for his unlocked account?

Oh yes, I surely would complain! Because the casino never offered me the option "account lock until all funds have been paid", alhough I had asked for that option many, many times! I had asked for it right from the beginning in October 2012, when I had my first big win (50k). That proves, that I WAS WILLING TO STOP PLAYING, but the casino did not want to hear it.

So, had I won 1 million dollars later on, the same would have happened: The casino would again not have honoured my request to lock my account until all funds have been paid. As an addicted gambler I would not have waited 200 (!) months until all funds have been paid (at a monthly withdrawal limit of 5k), and most probably I would have lost that million dollars, too.

The point is: Because the casino made me believe that I need to keep my account open to get my winnings, because of that lie I was seduced to keep on playing and playing, setting limits and removing limits. Anthony meanwhile confirmed my many limit settings. Those limits were desperate attempts to limit my play. No other player would set 20 limits and more in such a short time frame. Actually, the casino should have noticed that strange self-limiting behaviour and honoured my request to lock my account until all funds have been paid. But they never did! That is, why I ask for the reimbursement of the 75k, which I lost after my account was unlocked.

But that is not all: Moreover, because the casino unethically disabled my account from playing all games but slots, I ask for the reimbursement of the highest account balance I ever had (right after I hit the 20k Royal Flush in February/March 2013). Limiting a gambler's play to slots to get his funds back is such an unethical act, that Playtech and GPWA should condemn it with appropriate sanctions, UNTIL THE PLAYER IS FINALLY REIMBURSED for the injustice he had to suffer all the time.

marko6