Arbitration Report – Go Casino Warning (Resolved)

A couple of weeks ago we were approached by a player who asked us to help resolve a dispute with Go Casino over a bonus payout.  The player claims he contacted Go Casino to ensure that playing blackjack would not jeopardize the bonus and that the casino support agreed that he could indeed play blackjack with the bonus.

The player deposited $500 and claimed a 125% match bonus.  Eventually, the player turned a profit of $4500 playing blackjack and attempted to cash out.  The casino refused to allow the withdrawal and informed the player he needed to wager $11,000 on slots before the bonus would clear.

The casino refused to budge on the issue so the player then took his complaint to Gambling Grumbles.  GG attempted to contact Go Casino twice with no success.  Their report can be read here:  Go Casino Adding Insult to Injury

Now, to be clear – everything we are reporting here is based on the player’s word.  He has no chat logs to back up his claim, but, we did attempt to contact Go Casino so they could present their side of the disagreement and to date, we have not received a response from them.  Go Casino may not be guilty of anything but if they refuse to discuss the complaint, we must assume the worst.

The Gambling Affiliates Union is issuing a warning to all players and affiliates.  Go Casino appears unwilling to work with players and / or their representatives when complaints or disputes are brought against them.  If a casino or their affiliate program (Best Casino Partner – in this case) is unwilling to discuss or negotiate when complaints are brought forward, they are not being player friendly and should be promoted with caution.  It’s a shame that BCP has to become tainted by the situation but they are aware of the complaint and quite frankly, they could have put more pressure on Go Casino to get this settled.

If Go Casino decides to come forward and engage the player and the GAU in an honest, open manner with the intention of resolving this matter, we will happily retract the warning and publish an update to this story.  The ball is in their court.

Edited September 9, 2010

RESOLVED – We are very happy to report that this issue has been resolved amicably and the player is pleased with the outcome.  Thank you Go Casino for doing the right thing!