Golden Tiger Casino - プレイヤーのアカウントは閉鎖されました。

Good afternoon! I am having trouble receiving funds from Goldentiger casino.

I have been trying to receive funds in the amount of $2,988 since February 17, 2022. I have emailed the casino numerous times in order to get information about the timing of crediting my funds to my payment wallet. The casino either ignored my messages or replied that the withdrawal was being processed and asked me to wait.

On March 26, the casino reported that the withdrawal of my funds would take 2 business days, but I did not receive funds within the specified time frame.

On April 2, I sent a claim to the casino.

Later, on April 08, I was unable to log into my account - a notification appeared that my account was blocked. The casino did not want to communicate the reason for blocking my account and did not announce the timing of the receipt of funds, despite the request I sent.

On April 14, I received a message that "Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal." On the same day, a letter was sent to the casino in order to obtain clarification and legal justification. But, unfortunately, the casino ignores me.

In support of my words, I am sending you correspondence with the casino for consideration.

I ask you to help me get my money in the amount of 2988 dollars.

Добрый день! У меня возникли проблемы с получением средств от Goldentiger casino.

Средства в размере 2988 долларов я пытаюсь получить с 17 февраля 2022 г. Я многократно обращался с письмами в казино с целью получить информацию о сроках зачисления моих средств на мой платежный кошелек. Казино либо игнорировало мои сообщения, либо отвечало, что вывод средств обрабатывается и просило еще подождать.

26 марта казино сообщило, что вывод моих средств займет 2 рабочих дня, но в обозначенные сроки средства мне не поступили.

02 апреля я отправил претензию в казино.

Позже, 08 апреля мне не удалось зайти в аккаунт - появилось уведомление о том, что моя учетная запись заблокирована. Казино не пожелало сообщать причину блокировки моего аккаунта и не озвучило сроки получения средств, несмотря на отправленный мной запрос.

14 апреля мне пришло сообщение, что "Из-за текущей нормативно-правовой базы мы не можем разрешить дальнейшие действия с вашей учетной записью и не можем обработать ваш вывод средств". В тот же день было отправлено письмо в казино в целях получить разъяснения и правовое обоснование. Но, к сожалению, казино меня игнорирует.

В подтверждение своих слов отправляю вам на рассмотрение переписку с казино.

Прошу вас помочь получить мои деньги в размере 2988 долларов.

Dear flybird87,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your email, flybird87. I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Thank you very much flybird87 for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello flybird87,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Golden Tiger Casino to join the conversation and participate in the resolution of this complaint.

Dear Golden Tiger Casino,

Can you please explain the reason for the player's account having been blocked?

Kind regards,

Adam

We would like to ask Golden Tiger Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi there

As the message from the casino specifies, "Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal."

Unfortunately this is out of our hands. I would be happy to explain this via email, however I cannot post more information here. This is the same situation as another complaint that was recently closed.

Good afternoon! I ask GoldenTiger Casino to inform you what is meant by the legal framework? Is it related to the withdrawal method? country of residence? play behavior? Were there any wrongdoings on my part?

The casino has no right to withhold my funds in the amount of $2988 without explaining the reason!

I also draw your attention to the fact that paragraph A of part XIV Suspension / closing of the account of section 5 of the "Casino Terms and Conditions" states that the Golden Tiger Casino reserves the right to close or suspend the Player's account at its discretion, by sending an appropriate notice indicating the reasons including but not limited to any unauthorized use of the Player's account.

That is, the presence of unauthorized use of the player's account is a prerequisite for account closure.

In turn, I inform you that there was no unauthorized use on my part. All my actions are fully consistent with the Terms and Conditions of the casino. Thus, the actions of the casino to close my account and refuse to process funds are illegal.

Добрый день! Прошу GoldenTiger Casino сообщить, что понимается под нормативно-правовой базой? Это связано с методом вывода средств? страной проживания? игровым поведением? С моей стороны были допущены какие-либо нарушения?

Казино не вправе удерживать мои средства размере 2988 долларов без разъяснения причины!

Также обращаю внимание, что в пункте А части XIV Приостановление/закрытие учетной записи раздела 5 "Правил и условий казино" указано, что Казино Golden Tiger оставляет за собой право закрыть или приостановить действие учетной записи Игрока по своему усмотрению, направив соответствующее уведомление с указанием причин, включая, помимо прочего, любое несанкционированное использование учетной записи Игрока.

То есть наличие несанкционированного использования учетной записи игрока является обязательным условием для закрытия учетной записи.

В свою очередь сообщаю, что с моей стороны не было несанкционированного использования. Все мои действия полностью соответствуют Правилам и условиям казино. Таким образом действия казино по закрытию моей учетной записи и по отказу в обработке средств неправомерны.

Hello flybird87,

This case is currently being discussed with the casino via Skype, I will update you here in due course.

Hello flybird87,

We are going to discuss this matter further internally, in our weekly meeting on Wednesday, so I will now extend the timer.

Thank you for your continued patience.

Hello flybird87,

The casino has stated,

"Due to the current regulatory framework, we are unable to allow further activity on your account and are unable to process your withdrawal."

They have also told us that due to this "regulatory framework", they are unable to supply any further information on the matter.

After discussing this internally, we have come to the decision that the best thing you can do is to contact the Kahnawake Gaming Commission and submit a complaint to them (complaints@gamingcommission.ca).

Please let us know once you have made contact and we will close this complaint temporarily while the Gaming Commission investigates. Once this has been concluded, we can reopen this complaint and proceed as is appropriate.

Kind regards,

Adam

Dear flybird87,

We haven't heard anything further from you, could you please provide an update on the situation? Have you contacted the Gaming Commission as mentioned? I will extend the timer for seven days. Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear flybird87,

As we have still had no further response from you, this complaint will now be rejected. It can be reopened at any time.

Kind regards,

Adam