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usEponine6
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8 March 2011 - 3:43am

Go Casino - getting concerned

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Hi I've been playing at Go Casino for quite some time now (although I only tried cashing out once, a couple months ago, which was successful, albeit with a couple snags along the way). Recently I won $12,000 on their slots and submitted my cashout request, but I'm starting to get concerned about whether I'll actually ever see that money.

It hasn't been all that long (a couple weeks?), but the money has been taken out of my account and shows as "pending," and yet I haven't received the email indicating that they have processed my cash-out. More disturbingly, my emails to them have been ignored, which is why I'm starting to have that feeling in my gut that there's the possibility of a scam here. I emailed to see if they needed anything else from me for AML purposes (though they shouldn't since I'd submitted everything previously), to ask about timing, and to ask another question about rewards, and I've received nothing in the way of a response.

I don't want to instigate doubt in a good casino - I was paid once before and would love to have the opportunity to report that I was wrong and they paid as promised. But I just did a google search and found a few other people reporting runarounds and non-responses with them, and so I thought I'd check in here to see if anyone else is going through something similar. I'll send an update when/if I ever hear back from them or receive funds. Just getting nervous about the silence.

ushighroller
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8 March 2011 - 4:43am
#1

Eponine6 - I have been paid in the past from GO casino with absolutely no problems. I can only suggest you call them or go to their online chat and explain to the agent your story. I might also let the agent know, that while you're grateful for the help, you plan on recording the call or copying the chat for your own protection. As far as reading about other players that claim the they haven't been paid by any casino...I'm always a bit leery about believing much of what I read there...most of those posts usually come from players abusing bonuses...and to be fair , they ruin it for all of us who are really gamblers at heart.

Hope this helps.

auCL-Ed
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8 March 2011 - 5:23am
#2

Eponine6, first up congratulations! $12,000 is a cracker of a win!

While the lack of a response is not nice to hear, these guys have been good for a long time and I am sure they will pay you.

If you would like, PM me your account name there and I'll send an email through to management there and see if I can't get you paid a little quicker.

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usEponine6
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8 March 2011 - 5:35am
#3

Thanks so much, CL-Ed and highroller -- I feel reassured! Ed, thanks for the offer to email management. I'm happy to PM you my account name, but since it sounds like I'm jumping the gun on this, I'll try giving them a few more days first, then will report back. If I don't get a response or anything else by the end of the week, I'll let you know, but hopefully I'll at least have some positive update by then. Glad to hear that your experiences have been consistently good. Will keep you posted - thx again!

usEponine6
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10 March 2011 - 3:06am
#4

Just an update on this: I spoke with someone via live chat last night, and this has apparently (until today) been a holiday week in Panama, which explains the delay. Today I received a message from Go Casino indicating that they sent me $5,000 today - which is a bit odd, since the max per week is $8,000, and so I was supposed to get two installments of $8,000 and $4,000, respectively. (I wrote to ask about it, but have not received a response to that or any of my prior email questions.) For now, I'll just chalk it up to them being crazy busy catching up after the holidays. I think they're a good casino, and I'm happy to continue playing there. Just wish they were more responsive. Hopefully it's an anomaly. Will post again when I actually receive cash, just in case I've worried anyone who plays there, but I expect that it will all eventually come through (albeit apparently in a different sequence than I expected).

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auCL-Ed
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10 March 2011 - 6:58am
#5

Good to hear you've got some on the way Eponine6. You're right their terms do say $8000 per week. There is difficulty with paying U.S. players these days so hang in there, I am sure it will come through.

1 member gave thanks for this useful post: highroller

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ushighroller
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10 March 2011 - 4:28pm
#6

CL-ED - you are so right. It has been a nightmare getting paid big amounts(not that I've had a lot of them) over the last year from onlinecasinos. I've learned that it has nothing to do with the casinos themselves. Its the damn US Govt making it next to impossible for them to send and receive money.

Eponine6 - glad to hear its all working out for you. I never thought otherwise. I would not be worried at all about the money coming in smaller amounts. I would just be happy they're able to send it, considering the climate in the USA with onlinegaming.

usEponine6
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11 March 2011 - 5:20am
#7

Very true! (And I'm in a state that recently put up more restrictions, so I'm lucky to be able to play at some of these casinos at all.) The $5K came through successfully today, so I'm grateful for that (and excited - that is a BIG win for me, so I feel a little sheepish complaining!) Still haven't received responses from any of my emails, but I'd say receipt of the cash successfully places Go Casino back on my trusted list. Thanks for the support.

usUsne
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12 March 2011 - 4:19am
#8

So glad to hear you got paid and i know that is a big sigh of relief. I too come from a restricted state and now the feeling. Now take a deep breath and enjoy your good fortune!!!

fimartinheino20
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15 March 2011 - 6:28pm
#9

Go Casino is good I've tried it several times but this past few weeks I was tired of going to the arena that's why I tried online. It's my first time to play online and it's really amazing.

auCL-Ed
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23 March 2011 - 7:42am
#10

Eponine6 how is it progressing? I sent you a PM a few days ago but have not heard back. I have a manager there waiting to look into your case but I need you to PM me your user name at the casino.

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usEponine6
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1 April 2011 - 4:07am
#11

Hi Ed and all,

I'm so sorry to have disappeared and not responded to your last PM (which was one of the things I was complaining about, ironically enough!) I've been meaning to log back on, but left town for work shortly after my last post and also thought the issue was resolved. I really appreciate your looking into it for me and will PM you my username after I post this.

Unfortunately, though I thought I was on the right path, this has continued to be one challenge after another. I received my first payment (approx $5000 successfully), which was great. I was still concerned that I wasn't hearing back from anyone re: the other payments and couldn't get through, so wrote them an email expressing my concern, and I received a message back essentially saying that if I wanted a fast response, I needed to do live chat or call them (which still generally takes me quite a long time). But it was something.

After another live chat request for help, I received emails indicating that the remainder of my balance had been sent via wire in two payments (which made me quite happy, although they deduct something like $100 for each payment, so I would have preferred they combine, since less than the max). These were on March 16th and 18th. I emailed them a couple days ago, as nothing showed up in my account, but they said to wait 10 business days, so I decided to give it more time.

Then, yesterday, I received an email from them stating that the funds had been returned to my account, because they can no longer do the wire transfers to my state. (Odd, since they had done so successfully with the first one, but I figured it was payment processor issues.) They said to go back into my account and reinstate the cashout request via check, let them know when I had done so, and they would waive the fees for all the extra trouble and delay.

I thanked them, reinstated the request via check, and emailed to let them know I had done so. Today I received an email back stating that I had not met my wagering requirements and had to wager something like $13,000 more to cash out, encouraging me to log in to the casino to do so. (I had met my wagering requirements for the bonus several times over, but thought perhaps they were confusing this with a more recent deposit on which I lost the funds?) Anyway, I wrote back to express my confusion and forwarded their prior message to them. This was a cashout that was already allegedly paid. And suddenly there are more wagering requirements?

That was this morning. I received no response, but when I tried to log in again tonight to see if the funds had been returned, I was locked out. I called and finally got through to someone, who indicated that she would see what was going on. After a long wait, she told me that she had unlocked my account and had sent the information to accounting and would email me back tomorrow, so I got no clear answer, though I'm still hoping for the best.

I'm really concerned about all of this. (And Ed, if you're still willing to follow up, I again apologize for the delay, but would really appreciate your help. Please feel free to provide any of this information and let me know if you need anything more specific.) I know others have had good experiences, and I've been paid by them a few times, but this whole mess feels very wrong - esp. not getting a response today, but being locked out of my account. It feels a lot like I'm getting the runaround. I'm still hopeful that this will be resolved and that I'll hear back tomorrow, as promised, but it's a lot more work than it should be to get the cash out paid as promised.

auCL-Ed
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1 April 2011 - 4:41am
#12

Oh dear that is simply not good enough. Its possible there was a problem wiring to your bank. Fine. But to tell you that you had to wager more is not good, even if it was a mistake. Lucky you were sensible enough to stick to your guns and not play some more to try to clear it. That could have ended in disaster.

I have emailed them on your behalf Eponine6.

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usEponine6
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1 April 2011 - 4:47am
#13

Thanks, Ed. I really appreciate it.

usEponine6
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2 April 2011 - 11:38pm
#14

Update: yesterday's promised email did not come. I emailed again, but nothing (except promotional emails) back from them. I've also read a couple other recent reports of people receiving the runaround from this casino. I'm very disappointed, because this has been one of my favorites (at least for playing), but at this point, it's not looking good.

ushighroller
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6 April 2011 - 3:54pm
#15

Eponine6 - I currently play at GO myself.
I can only say to you that my experiences have always been good so I do believe you will get this resolved.
I have a good relationship with my VIP manager and I mentioned this post to him. Hope that somehow it helps you.

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usEponine6
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6 April 2011 - 6:14pm
#16

Thank you so much, highroller and Ed. I am very grateful - and pleased to report that I believe this is now resolved. I received a phone call from a manager today, and she took the time to explain what happened. It sounds like it was essentially the "perfect storm" of events going wrong. One of their payment processors shut down, and my funds (along with those of several others) bounced back. At the time that the funds were returned to my account, I had a bonus from a more recent deposit on the account, so the accounting person treated the returned funds as a new deposit and erred in believing the wagering requirements were not yet met. I didn't totally follow the explanation about why my account was locked, but it was inadvertent and has since been restored. Due to my state regulations, the only way I can receive payment going forward is via check, but that's perfectly fine with me. They have a $3,000 limit on each check, so they will come to me in three tranches, but they have waived all fees due to the inconvenience, and I have every reason to believe that they will come through soon. I gave the manager some feedback about my experiences with the communication, also conveying that the contact and explanation goes a long way, and she was receptive to it and indicated that I should have been informed of this all along. So - at any rate - I feel MUCH better about the situation and feel confident in recommending Go Casino again! (And I am so relieved....I was becoming pretty convinced that I would never receive that money.) So Ed and highroller, I'm sure that one or the other of you - or the combination of the two - and your communications were the impetus for this being resolved and the follow-up, and I can't tell you how much I appreciate it! Thanks so much for your help and your feedback.

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auCL-Ed
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7 April 2011 - 12:47am
#17

Great news. I just came to post that I had received an email saying they had informed the head of customer service. Keep us informed as I am curious to see how long it takes for the cheques to come through.

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usEponine6
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14 April 2011 - 1:48am
#18

I received the first two checks today. Smile Just one more to go. Thanks again! I had almost given up on ever seeing that money - and I was having no luck whatsoever getting through to anyone on my own, so your intervention really did wonders. I am, once again, so grateful to have found this site and really appreciate all that you do.

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auCL-Ed
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14 April 2011 - 1:53am
#19

No problem you are very welcome. Good to hear the money is coming through, spend it wisely!

But still, you should not have to need me! We'll be keeping a close eye on these guys.

Always play it safe! Consult our list of rogue casinos and warnings before depositing.
Every comment you make in our forum earns you CLchips which can be used to buy real prizes in our CLchips shop!

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