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    Last post ago over 3 years by johnny2rubs
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    Dino CGC

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        Dino CGC

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        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 helpdesk@clubgoldcasino.com along with your username for a quicker reference.

        Best regards

        Dino

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        zuga

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        "All it takes for evil to prevail is for good people to do nothing "

        Check out our No Deposit Casino and No Deposit Bingo lists.

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        Welcome on board Dino, good to have you here.

        cheers
        Zuga
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        Wish4Wins

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        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! 
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        Dino CGC

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        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
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        Wish4Wins

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        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 
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        Melody

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        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
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        Melody wrote:

        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.
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        Dino CGC

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        Melody wrote:

        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

        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
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        Melody

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        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...
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        Melody

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        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
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        Melody

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        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
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        Dino CGC

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        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

             
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        Melody

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        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
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        Dino CGC

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

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        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

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