GoCasino- $4500 Voided, Lied To..Beware! (help appreciated)

**How524** · 20 August 2010, 3:28 pm

I am new here...hoping you can help. Is there recourse for a casino when there representative gives a customer false information? If there is accountability for the customer, shouldn't there be accountability for the casino, as well? Please let me know if there is anything I can do at this point. Here is what happened:

Upon joining, I called regarding the GOCasino bonus program. I said to the representative that I will be playing blackjack and was told this is fine. I deposited $500 after losing my first $1000 (making it $1500 worth of business I trusted to the casino in total) and received a 125% match bonus. I cleared a profit of $4500 at blackjack and when I attempted to cashout, the website stated I couldn't...that I had not placed over 11K wagers on slot games

I've been trying to remedy this with GOCasino for almost two weeks. Ironically, they originally told me they rarely award these kind of promotions for blackjack...and to add insult to injury, 3 days after the dispute, I received an email with a promotion offering 125% match bonus for blackjack!!! Needless to say, this was insult to injury. I am also a high roller and if I wanted to play with $1125, I would have...but who was I to turn down an offered bonus?

If you can't cashout on blackjack once you receive a bonus, why even ALLOW customers to be ABLE to play the game in the first place WITH the bonus? It's a no-lose situation for you...if the player loses, he loses. If the player wins, he's then told he can't cashout anyway because that is the supposed policy (which again, I was not told was the case).

Is there recourse for the casino here?

Updated: I was since offered a "free" $500 that I'd have to playthrough 50X. If I lost that, I'd receive another "free" $500 with the playthrough. I was made this offer by a VIP Manager on the phone. I told the person I would think about it (though I wasn't too keen on it) but I would be seeking outside consultation. Since this whole ordeal stemmed from being told false information verbally, I wanted to see this in writing....an email would be fine. When the manager found out the mediator (gamblinggrumblers.com) was made privvy of the offer, he withdrew the offer, and refused to compensate me. Ironically, he said on the phone to me when making the offer, "My word is good. We don't need to put this stuff in writing because I'm a manager." Why am I not surprised that his "word" meant nothing?

Ladies and gentlemen, PLEASE be careful. It is frightening that there is no accountability whatsoever here for what a casino representatives tells a customer. And always, read the terms and conditions. I thought (and was obviously mistaken) that it was more prudent to call and hear the T&C from a live person...but at the end of the day, GoCasino, in essence, will just tell you it's your own fault for believing what an employee tells you.

gamblinggrumbles.com (a mediator) posted a report on their site under "Insult To Injury." GoCasino was given a skull and crossbones, which warns the player to beware.

If you have a dispute, I highly recommend these guys.

- Howard

Best,
- Howard

**universal4** · 20 August 2010, 4:37 pm

This does not belong in the AGD Forum, so it will be moved.

Rick
Universal4

**hakank** · 20 August 2010, 5:24 pm

I guess that you have read the Terms hxxp://www.gocasino.com/terms.php?

9. It is your responsibility to ensure that you understand the rules and procedures of the games in the Online Casino and your use of online gaming in general before you play any such games.

10. The Game is for entertainment value only. No purchase is necessary or required to play the Game. You may play without betting money if you wish. Any participation in the Game is at your sole option, discretion and risk. By playing the Game, you acknowledge that you do not find the Game or the Casino to be offensive, objectionable, unfair, or indecent.

And for what I can see there is no BJ promo, I did not get one in my email box...

Current promotions:
hxxp://www.gocasino.com/promotions.php

Most casino bonuses are aimed at Slots.. Are you sure you were allowed to clear the bonus on BJ?

And..
Why keep on playing if you keep on loosing money over and over?

Anyone else?

/Hakan

**How524** · 20 August 2010, 7:41 pm

I can appreciate the fact it is the player's responsibility to understand the rules and procedures. However, if the player is TOLD on the phone that he can play with a bonus on table games, there should be responsibility and accountability on the casino's side, as well. I know what I was told. I even told them to go back and find the phone conversation on tape (but was told they don't record phone conversation).

The other thing that bothers me here is the fact the offer was withdrawn from me for seeking outside help (mediation). Basically, GoCasino is saying they can do whatever they want without recourse, and if the player chooses to seek consultation (and gamblinggrumbles is a MEDIATOR, not a player's advocate....GoCasino was asked for their side of thing), the player will be further penalized. I think that's a major problem. How could GoCasino think I wouldn't want an offer in writing, after I was given false information verbally in the first place?

In regards to "losing money over and over again," you win sometimes, you lose sometimes...hence, the reason it's called "gambling."

**hakank** · 20 August 2010, 7:56 pm

I'm sure of that they told you that you can play with the bonus money on BJ, but did they SAY that you could CLEAR the wagering requirements on BJ?

Try to get a hold of Terry (thepokerkeep) here at GPWA, he might help you since he runs GAU Gambling Affiliates Union.

/Hakan

**How524** · 20 August 2010, 9:09 pm

Yes, they told me about the playthrough required to cashout.

Thanks Hakan, I will contact Terry...appreciated, sir.

- Howard

**thepokerkeep** · 21 August 2010, 6:20 am

Hi Howard,

Before I get involved, I need to know what is happening from Gambling Grumbles end. Are they currently acting on your behalf? Have they made any contact with the casino on your behalf?

If you want the GAU to get involved, I will need your permission to discuss the details of your complaint with the person you've been corresponding with at Gambling Grumbles.

Additionally, since the phone conversation was not recorded and you have nothing in writing to confirm your claims, it really boils down to your word against theirs.

I'd be happy to open a dialogue with the casino and see if we can resolve this to your satisfaction but at the end of the day, you may have to take your lumps and consider this an expensive lesson learned.

I can be reached at the email in my siggy below....

**Steve Russo** · 22 August 2010, 9:07 am

Hi Terry,

I can answer your question: Gambling Grumbles (which I manage) had absolutely no success with this complaint. Go Casino did not even bother answering the inquiry we sent about it.

In this case -- or any other -- I am more concerned about having it resolved fairly than I am about which mediator achieves the result, so if I can be of any help to you at all please feel free to contact me by PM.

Best,
Steve

**thepokerkeep** · 22 August 2010, 11:18 am

Thanks Steve. I'll toss the ball back in Howard's court. If you want the GAU to take a shot at resolving your issue, please contact me. I will require your player login name and email address along with a detailed report of the complaint and your efforts to resolve it.

In the mean time, since this post is in the official BCP forum, it would be awesome if someone from BCP would acknowledge they are aware of this complaint.

**Anthony** · 22 August 2010, 11:26 am

I sent BCP a note letting them know about this thread.

**How524** · 23 August 2010, 1:51 pm

Terry,
Thank you for offering your assistance. It is very much appreciated. I will send you an email shortly with all the pertinent information.

- Howard

**How524** · 23 August 2010, 2:06 pm

Email sent. I look forward to hearing from you, Terry. Thanks again.

**BestCasinoPartner** · 23 August 2010, 2:56 pm

Thank you for bringing this matter to our attention and would like to provide our assurances that Best Casino Partner is taking measures to help bring about a swift resolution to this matter.

We’ve contacted How524 privately in order to obtain information that will allow us to follow up with the casino on his behalf. Further to that we have contacted the GoCasino.com Customer Service Manager notifying him of this post and our expectation that this issue will be addressed ASAP.

Although we are happy to provide assistance wherever possible in matters related to customer experience, it is important to note that Best Casino Partner is the affiliate management company of GoCasino.com and has no role in the casino operations themselves.

For any other questions or concerns related to customer satisfaction at GoCasino.com we encourage players to contact the casino directly by phone or email at 1-866-321-6030 or [email protected] . Customer Service Representatives are available 24 hours a day, seven days a week.

**Steve Russo** · 23 August 2010, 3:05 pm

Originally Posted by BestCasinoPartner

For any other questions or concerns related to customer satisfaction at GoCasino.com we encourage players to contact the casino directly by phone or email at 1-866-321-6030 or [email protected] . Customer Service Representatives are available 24 hours a day, seven days a week.

Not only has the player been in contact with [email protected] but I also wrote to it twice on behalf of Gambling Grumbles.

The first time was to inquire about the player's complaint. Then, a week later, I wrote giving the link to the very unfavorable report which was posted. (We really can not give the casino's side of a dispute when the casino doesn't reply.)

As always, we said we are willing to edit or even completely re-write the report if there is a change in the situation. As Gambling Grumbles is linked to by over 700 websites of The Gambling Portals Group, we recognize that a negative report can have a serious impact on a casino.

This e-mail, too, was not answered.

**How524** · 28 August 2010, 1:39 pm

I'd like to personally thank both Steve and Terry for their assistance on this matter.

It is now the 28th and there is still no word from Go Casino. I can't say that I'm surprised, considering Steve's gamblinggrumbles.com report was completely ignored.

I'm not sure what upsets me more: being given false information from the beginning or having a compromise "offer" taken off the table because I sought mediation. In many ways, the latter bothers me more, because I'm sure the customer service rep. just made a mistake, with no malice involved. Taking an "offer" away because I stood up for my rights...that doesn't sit well with me. I didn't do anything wrong...gamblinggrumbles.com is a MEDIATOR, not a PLAYER'S ADVOCATE.

In any event, it's apparent Go Casino would rather just ignore an issue and hope it goes away, than address it. If Go Casino was 100% sure it was in the right, I doubt I would have been offered anything in the first place.

This whole situation is so unfortunate. I'm a high roller...if I wanted to play with $1125...I would have...I didn't *need* a $625 bonus to do it (I already deposited $1,000 the week before and another $500 this time). Ironically, Go Casino offered me this very 125% match bonus good for BLACKJACK, just a few days late after this ordeal.

It is not my preference to keep investing time on the matter but if Go Casino does not do right by me, I will do just that. No one should have to be treated the way I've been treated here. If I have to make it a personal mission to spread the word to others, so they don't get treated this way, I will do just that.

- Howard

**mojo** · 28 August 2010, 11:23 pm

Let's stop beating around the bush here and get this taken care of.

No bullshit please. These things tend to drag on forever.

For any other questions or concerns related to customer satisfaction at GoCasino.com we encourage players to contact the casino directly by phone or email at 1-866-321-6030 1-866-321-6030 or [email protected] . Customer Service Representatives are available 24 hours a day, seven days a week.

With kind regards, please do not direct the player to other options that have already proved futile.

If my affiliate manager would not help a player then they are no affiliate manager of mine!!!!!

Solve this player problem. Otherwise, as an affiliate, I am going to have a real problem with this. You really don't want to have to deal with that. I will NOT let Howard be ignored. I have a tendancy to hold on to things. Ask anyone.

In case GoCasino is not clear, I started a new thread HERE

**Steve Russo** · 29 August 2010, 1:45 am

Originally Posted by hakank

I'm sure of that told you that you can play with the bonus money on BJ but did they SAY that you could CLEAR the wagering requirements on BJ?

Let's assume that you are right. That would mean that Howard could still clear the wagering requirements by playing on the slots.

In fact, when I wrote to Go Casino, I brought that up as a solution to this problem:

Again, I have only heard Mr. S____'s side of the story, and realize that you might have a completely different version. Still, until I hear otherwise from you, let me work under the assumption that what he told me was the truth.

If that is the case, then it would seem to me that the fairest way to handle this case would be to allow him to keep his winnings but to require him to bet the $11,250 on the slots before withdrawing them. Of course, he might win more money while playing the slots or he might lose his entire balance -- but that is what gambling is all about.

Mr. S______ may have a valid complaint about having been given the wrong information in the beginning, but he was not damaged by it -- in fact, he won money playing blackjack. The casino, in turn, will have benefited by having Mr. ______ actually play through the $11,250 twice -- first on blackjack, and later on the slots.

Howard, it should be noted, accepted my suggestion. Go Casino, of course, did not reply.

Originally Posted by mojo

Let's stop beating around the bush here and get this taken care of.

No bullshit please.

(snip)

If my affiliate manager would not help a player then they are no affiliate manager of mine!!!!!

Solve this player problem. Otherwise, as an affiliate, I am going to have a real problem with this. You really don't want to have to deal with that.

Gee, Paula, stop holding your emotions inside of you and let us know how you really feel.

**mojo** · 29 August 2010, 1:56 am

Originally Posted by Steve Russo

Gee, Paula, stop holding your emotions inside of you and let us know how you really feel.

LOL steve. What would we do without you!

Not my style. Take no prisoners when it comes to players.

I expect an immediate answer.

**pgaming** · 29 August 2010, 10:44 am

I second those thoughts Mojo, would like some answers as well. Not only for the player but also Go Casino's dirty, light minded, marketing practices.

greek39

AK · 6 September 2010, 2:29 am

Originally Posted by How524

I am new here...hoping you can help. Is there recourse for a casino when there representative gives a customer false information? If there is accountability for the customer, shouldn't there be accountability for the casino, as well? Please let me know if there is anything I can do at this point. Here is what happened:

Upon joining, I called regarding the GOCasino bonus program. I said to the representative that I will be playing blackjack and was told this is fine. I deposited $500 after losing my first $1000 (making it $1500 worth of business I trusted to the casino in total) and received a 125% match bonus. I cleared a profit of $4500 at blackjack and when I attempted to cashout, the website stated I couldn't...that I had not placed over 11K wagers on slot games

I've been trying to remedy this with GOCasino for almost two weeks. Ironically, they originally told me they rarely award these kind of promotions for blackjack...and to add insult to injury, 3 days after the dispute, I received an email with a promotion offering 125% match bonus for blackjack!!! Needless to say, this was insult to injury. I am also a high roller and if I wanted to play with $1125, I would have...but who was I to turn down an offered bonus?

If you can't cashout on blackjack once you receive a bonus, why even ALLOW customers to be ABLE to play the game in the first place WITH the bonus? It's a no-lose situation for you...if the player loses, he loses. If the player wins, he's then told he can't cashout anyway because that is the supposed policy (which again, I was not told was the case).

Is there recourse for the casino here?

Updated: I was since offered a "free" $500 that I'd have to playthrough 50X. If I lost that, I'd receive another "free" $500 with the playthrough. I was made this offer by a VIP Manager on the phone. I told the person I would think about it (though I wasn't too keen on it) but I would be seeking outside consultation. Since this whole ordeal stemmed from being told false information verbally, I wanted to see this in writing....an email would be fine. When the manager found out the mediator (gamblinggrumblers.com) was made privvy of the offer, he withdrew the offer, and refused to compensate me. Ironically, he said on the phone to me when making the offer, "My word is good. We don't need to put this stuff in writing because I'm a manager." Why am I not surprised that his "word" meant nothing?

Ladies and gentlemen, PLEASE be careful. It is frightening that there is no accountability whatsoever here for what a casino representatives tells a customer. And always, read the terms and conditions. I thought (and was obviously mistaken) that it was more prudent to call and hear the T&C from a live person...but at the end of the day, GoCasino, in essence, will just tell you it's your own fault for believing what an employee tells you.

gamblinggrumbles.com (a mediator) posted a report on their site under "Insult To Injury." GoCasino was given a skull and crossbones, which warns the player to beware.

If you have a dispute, I highly recommend these guys.

- Howard

Best,
- Howard

Is this case still pending?

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