Resolved: CLUB GOLD CASINO

hELLO ALL. CAN ANYBODY HELP ME. I JOINED CLUBGOLD CASINO AND DEPOSITED ABOUT 1000 EURO OVER SIX MONTHS. I MADE NO MONEY BUT WENT TO WITHDRAW 270 USD.
IT SEEMED TO TAKE FOREVER. IT WAS IN PENDING WITHDRAWELS AND THEN IT VANISHED.
NEXT THEY CLOSED MY ACCOUNT CLAIMING THEY NEEDED VERIFICATION DOCUMENTS TO PAY ME. MY HOTMAIL ACCOUNT IS CLOSED SO I COULD NOT RECEIVE ANY EMAILS FROM THEM.
I ASKED THEM TO SEND TO MY NEW EMAIL AND I WOULD SUPPLY ALL DOCUMENTS. NO ANSWER. I THEN JOINED AGAIN UNDER MY SAME NAME AND ASKED A CUSTOMER SERVICE REP TO SEND WHAT INFO THEY NEEDED TO MY NEW EMAIL. HE SAID THEY WOULD, BUT NO REPLY. I THINK I AM BEING SCAMMED HERE AS THEY NEVER ASKED FOR DOCUMENTS WHILE I WAS DEPOSITING MONEY.i HAVE A SKRILL ACCOUNT AND USED IT TO DEPOSIT. HOW CAN I CONTACT THESE GANGSTERS AND AT LEAST GET SOME OF MY MONEY BACK.

This happened 6 months ago, did you request a withdrawal right after you joined this casino? Also weren't you aware that you would need docs when asking for a withdrawal?

Lips

Seems very odd as in my 6+ years of play nothing like this has ever happened to me even at unapproved casinos that I have requested withdrawals from.  Why would they close your account when you had a pending withdrawal and why would you rejoin when you already had an account?  All you needed to do was phone them.  And, once they closed your account why didn't you email them your id documents and fax them the usual faxback or authorization form? 

I suggest if they still owe you money that you do what I stated above and comply with submitting your ID documents and faxback/authorization form. Send it to their support email address and ask that they forward the documents to whom ever is responsible for withdrawals. 

If this yields you know results I can offer you more help if you send me a PM

Please be advised that we do want to pay this player and  our procedure is strictly in line with our terms and conditions.
In this instance, this player requested multiple number of withdrawals which he subsequently cancelled and left one pending which was to be processed .
However our payments department has been emailing the player since 26 of February asking for documents but with never receiving reply. As a consequence the account was subsequently suspended on 7th March.
In the mean time he opened a new account (against our terms) asking the closure reason and the Support provided all details. The email address on the new account was different and we were also contacted from a 3rd email address. As there are funds on the account it is impossible to disclose information of the primary account without proper verification.
Our problem was also that the player, in an email sent on the 7th mentioned that Hotmail is blocking our email yet in this complaint he states that the Hotmail account is actually closed.
In this instance , the player is required to contact us by telephone, pass our DPA check, and then we can proceed with adding a new email address. We will be then in the position to send him the verification request again.
We firmly believe that the comments above by the player are not correct  and unfair towards the image of our Casino.
Since I am registered on this site the player is also free to PM me in future for any issues that may arise.
Best regards
Dino G
Casino Manager
ClubGoldCasino

Of course opening a new account is against term, but it seems he did that to make contact since you guys closed the other one. 

The player is a first time poster so I am always skeptical, but he says he used skrill to deposit, isnt it pretty safe to just credit back to skrill?  I mean if he is withdrawing less than deposited and having it sent to the same account used for depositing, it seems that would eliminate any fraud.

2129--- what the problem with getting your documents over?  And take your caps lock off when typing, my eyes hurt. 8'|

Indeed, as the issue appears to be that of communication,  we are not holding this against the player. We want to complete the verification process and pay him if everything is in place. Of course in this instance the player has had also other methods of contacting us, including this forum, but the real issue is to get this matter sorted  so hopefully this will be completed quickly.

As for the necessity to verify even when the player is using a safe method, a business decision was made for having verification as a standard procedure rather than base it on the player withdrawal amount. We normally do it only once in a players lifetime, although some instances have required further review. Unfortunately (or fortunately) our experience tells us that it is better to get the verification done sooner rather than later.
At the same time, we are here to improve and make the process as painless as possible.
Best regards
Dino G 

Hi All,
Just a quick update to inform this thread that, as anticipated, the player has been verified and paid.
Once again we would like to congratulate the player on his winnings!
Best regards
Dino G

thanx for the update Dino.

Upgrading this topic to resolved.

cheers
Zuga