Club Gold Casino

Hi , my name is Dino and I'm the floor manager for Club Gold Casino, one of the latest casinos to join the Playtech stable.

I have gladly joined to assist players with any questions or issues they might have with our Casino.

Rest assured that all action will be prompt and intended to be resolved in the best way possible.

For any issues that may arise, please feel free to email me at [email protected] along with your username for a quicker reference.

Best regards

Dino

Club Gold Casino

Welcome on board Dino, good to have you here.

cheers
Zuga

Hi Dino! Glad to know that you are now a rep/member at LCB! 

I have been playing at Club Gold Casino for some time now and I have been upgraded to VIP Level 3 some months back. Club Gold Casino WAS my top favorite Playtech casino, up to the day when the no-wagering bonuses were suddenly discontinued. Without them, I found myself gradually turning away from Club Gold in search of better deals and offers elsewhere.

What I find disturbing is that your no-wagering bonuses MAY STILL BE AVAILABLE, but only to members who have received its promotional email only! Needless to say, and sadly, I am no longer one of those previleged members any more, perhaps for good. I do understand the casino management's rights and final say regarding bonuses, but many many members like me are deeply disappointed for being left out. Are only new members being offered those no-wagering bonuses, or inclusive of members who have not made much wins/withdrawals?

As I am sure you are aware too Dino, Club Gold's major weakness (to me at least) is the VERY LONG processing time taken by the finance team in processing and completing a withdrawal claim! I myself have made quite a number of withdrawals from Club Gold and NONE of them were completed within the stipulated 4 business days. It was more like 2-4 weeks. This is indeed a very sore point for an otherwise VERY GOOD casino! 

Hi Wish4Wins,

I am sorry to read your concern regarding the wagering free bonuses. These promotions were given for a certain period of time for different groups of players and they will be available to you from time to time. 
The tables however are about to turn as we will be re-introducing them for December in the light of the Christmas festivities. Keep an eye out in your inbox for our newsletter in the next few days.     
With regards to the payment processing we are actively taking major steps to reduce the time frame and I am confident that you will see a big difference in the weeks to come.

Thank you again Wish4Wins for bringing this to my attention and should you have any further questions or comments , please don't hesitate to let me know.

Best  regards
Dino

Thank you for your reply Dino! 

I must admit, there are some truth in what you have just clarified! I made a withdrawal claim last week and got the payment in within 1 week! Now that's a 300% improvement at least!  I hope it gets better and better! Well done!

Last but not least, I shall certainly look forward to receiving those wonderful emails again after such disappointing breaks away from Club Gold. 

Best Regards,
H5R70630882 

Hi there, after a long time I decided to play at CGC. Time ago I remember I was very nervous because I was sure to have met WR and they sad I didn't.
Same thing today: I deposited 100 and get 77 WR 20x, ok?
I took notice of my comps point (1 is 10 euros played).Always played at slots (100%), when I checked I saw WR met. But I couldn't withdrawal.So I came into chat and they say:
1) I had to wager more
2) "free spin do not count" !! I think I know it!!!

I was very very ...grrrr....So I kept on playing, then I found another guy into chat and he sad I met the WR, but couln't cash out for "error of System"

Now I came in to see the situation and I found my account locked for "security reasons"! That's incredible. On top nine line slots are set low, so you cant'play more than 90 cents.
What do you think about this matter ? Is there a Rep here? Sure, as time ago, I don't feel quite when I play there :things are not clear and I find there's too much confusion
Thanks all

Please PM me your casino username and we will make sure the casino rep looks into your query.

Dear Melody,
Please note that your account was temporarily locked due to a security alert triggered within the system.
This normally is a random security check that occurs to all players at least once within their gaming activity.
The account is currently under investigation and we will have the outcome soon. We will notify you immediately as soon as the outcome has been defined. If everything is in order then your account will be re-instated and you will be able to make your withdrawal.
With regards to the mention of "another guy" with the same issue, please note that each circumstance is unique. e.g. if a player, has multiple bonuses then we need to see the reason why and the decide the relevant steps to take. 
As for the comments regarding betting limits on slots , it is important to note that the limits change in accordance with your VIP level and account status. The higher the level and/or status the higher the bet limit.
We will contact you directly regarding the outcome of the account which hopefully will have a happy ending.
Best regards
Dino G

dear Dino

I see that when I play at CGC and met the WR there's always something going wrong.So I stopped to play there, I think about one year ore more. I won about 2300 euros last time and it was a battle because according to chat I didn't met  WR while I had about 1000 into my balance and I was satisfied. Unfortunately for the casino I had to play more and more , but I didm't loose my money but double up-

Now it's happening the same thing: when I play I take note of my wager and I'm sure I did it a first time when I was about 700 or 800.I play at many other casinos and the comps point do not grow with free spins and always played at slots (100%). First operator was unsure, the second one told me, after I've played about half an hour: congrats you met the wager. Ok, when I go to cash out the system "tell me" I couldn't because I didn't met. So I came again into chat and I was told there was an error and on Monday I could cash out for adjustment of  technical support . Well, back again on Thursday and I find my account locked for security reason....that's quite strange that randomly I was suspected to have multiple accounts, also because never had more than one account in any place and, for truth, I really don't know how to make a double accont! In this way I cannot show any proove of my game history or other data about my gaming that night so to post it.

I only know that I've never had such iussues at any other playtech casino.
That's all
Thanks for your kind attention

Sorry, now I see you're talking about multiple bonuses.I've deposited 100 and get 77 (77%). How coul I have other bonuses??????really now I understand less than before...

hallo! 7 days have gone and there's no sign of life.Account still locked, no email, no explanations.
Had troble in the past at CGC and I thought something was changed.

I really thing all gamblers shoul know this management. How long does it take to check an account? and we're talking about 600 euros!!!! I've been paid 3000 or more without any problem out there
Totally dispice of people when they have to cash out. Any kindness.It reminds me some horrible Rivals.
These are things I really don't understand
M

Hallo every one. Still no answer, still account locked, I tried to talk with live chat of the site and when I requested explanations they close....Really a good treatment!!!
I suggest not to play there, and I will in other forums

Thanks for attention

Please note that the investigation is still ongoing and will be completed by tomorrow.
We had previously informed the player that an investigation was taking place due to reasons that have already been mentioned to the player and on this thread. Tomorrow the player will be informed via PM of the outcome.Please also note constantly threatening the casino and it's employees is hardly a solution when the player  has been informed of the above on several occasions.  We cannot avoid an investigation upon receiving a security alert, simply because the player threatens with forums. The security check is completed to ensure the integrity of all players. If the outcome is positive then the account is re-instated.
We find it unfair in this instance that, until the outcome of the investigation is finalized, the player decides to purposely damage the image of the casino.
Best regards
Dino

     

I simply find all this complications absurd.
I play at CGC  after more than 1 year and I found  investigations about bonuses which still I don't understand (what are you talking about?)and chat closed .On top I don't understand the account is locked :what damage can I do????
The only place where I have some kind of answer is here.
Regards

Please be advised that the investigation has nothing to do with bonuses.
We will inform the player accordingly shortly.
Best regards
Dino G

We are happy to inform the player that the account has now been re-open following the successful outcome of the investigation. The VIP level has been re-instated and the funds in the account are free to withdrawal. I personally tried calling the player but without success wanting to congratulate her for  the successful session.
Congratulations Melody once again on behalf of the entire team.
Best regards
Dino G

Come in to say the same: account unlocked, cash out requested: Couldn't answer cause some people work too...and on job my cell phone is off.
Thanks all

does this make sense


Hi there Jonathan! Please state your query below and your account manager will be with you shortly. ..and don't forget to ask for your bonus of the day!
Pocahontas: Hello Jonathan 
Pocahontas: you left before I could answer your question
johnny2rubs: can i find a list of my past wagers, or gambling session
johnny2rubs: my computer acted up
johnny2rubs: im here now
johnny2rubs: so what is the answer
Pocahontas: You can only find your history for every game separately
Pocahontas: You need to enter the game and on the right side it has the possibility to check the 'history'
johnny2rubs: it just seems that 10$ went missing, i was above 50$ only betting 0.25$ then it was down to 30 in minutes
johnny2rubs: i wanted to see if i hit the wrong button or something else
Pocahontas: I can help you with any information 
johnny2rubs: ok it was the incredible hulk game
Pocahontas: i will check here
Pocahontas: Please try to check the game's history on your casino software
johnny2rubs: i am
johnny2rubs: and there is 10$ gone
johnny2rubs: spim 15604988345 balance of 40.92
johnny2rubs: 0.25 spin
johnny2rubs: spin 15604988555 balance 30.67
Pocahontas: Give me a moment to find this code please
johnny2rubs: ok
Pocahontas: Ok 
johnny2rubs: yes
Pocahontas: So in this spin 15604988345 you placed a 0.25 bet
johnny2rubs: yes
Pocahontas: And you continued to play with Marvel Jackpot in the same time
johnny2rubs: yup
johnny2rubs: look at the times of the two spins
johnny2rubs: 3 seconds apart
Pocahontas: Thank you for your patience Jonathan! 
johnny2rubs: yes
Pocahontas: Could you return in one hour?
johnny2rubs: no
johnny2rubs: why?
johnny2rubs: why in one hour?
johnny2rubs: what is the problem
Pocahontas: Ok
Pocahontas: I already have the information Jonathan 
johnny2rubs: so what happened
Pocahontas: As you cleared the bonus, your balance has been adjusted and the bonus amount was removed
johnny2rubs: what bonus?
Pocahontas: The 10 missing represent the bonus amount from your VIP bonus
johnny2rubs: why would it be removed
johnny2rubs: no one mentioned that
johnny2rubs: so you give me money as a bonus and then take it back?
Pocahontas: Jonathan you were informed that in case of withdrawal the bonus amount would be removed from your balance
johnny2rubs: i never made a withdrawl
johnny2rubs: because the system would not let me
johnny2rubs: im confused 
johnny2rubs: ?
Pocahontas: As i advised you the balance was going to be adjusted
Pocahontas: and it was
Pocahontas: you left the chat meanwhile
johnny2rubs: ok so let me just get this clear in my head for the future
johnny2rubs: i recieved a vip bonus of 10$ yesterday and i finished the playthrough requirements
johnny2rubs: but then becuase i finished the playthrough and attempted a failed withdrawl my balance was adjusted so you could recoupe the 10$ bonus 
johnny2rubs: is that what you are saying to me
johnny2rubs: or the 10$ was removed because the money in my account was moved to a real money account and not a bonus account
johnny2rubs: ?
johnny2rubs: in the end i do not get the 10$ back or do i
Pocahontas: the 104 was removed because that was the bonus amount that you have received
Pocahontas: The bonuses are not redeemable
Pocahontas: that is why when you want to request a withdrawal the bonus needs to be removed and your gaming sessions reviewed
johnny2rubs: the 104 was taken from my bonus account to my real account?
Pocahontas: everything was fine, you completed the wagering requirements so the 10$ was removed
Pocahontas: the 10$ was removed from your balance
Pocahontas: and you were left with the amount that you could withdraw
johnny2rubs: oh ok sure
johnny2rubs: its your system
Pocahontas: am i understandable? I hope so
johnny2rubs: you are but the system is not
Pocahontas: Anytime you have any question please feel free to come in chat and ask
Pocahontas: I can even call you if you want to talk
Pocahontas: Maybe it is easier and faster
johnny2rubs: im sure we will be talking

This is how it looks from what you have said.

You had a free chip and completed the playthrough.  You cannot withdraw the original free chip they gave you (the bonus) so they removed the $10 free bonus you got, which left you the amount you can withdraw.

I hope this makes sense.

blue

thanks for the input, i guess it just seemed odd. came out mid play with no immediate explanation...all good though. i enjoy that casino