Golden Riviera - Cashout Hell - Poor customer service / cashout system

[oni5000]

I recently deposited some money at Golden Riviera to play .5/1 limit and finished their $50 bonus in a few days. I emailed support to claim the bonus 3 times over 4 days and never received a single reply. Finally I called them and got it.

Sick of the bad customer support, I decided to cash out. I requested my cashout on May 2nd. 2 days go by and I hear nothing. I check my junk mail and sure enough, I have an email message from BankingGR@goldenrivieralobby.com saying that I need to confirm my initial credit card deposit and then specify how I want my withdrawal made. OK...sounds easy enough..the email says to reply to it and that will act as the confirmation and then to type in my neteller account ID. So I do that and reply. The email gets bounced back to me seconds later. Apparently the address does not exist and cannot receive replies.

So I call support again. I tell them what happened and they seem to think I should have gotten a different email (i.e., they don't know what is going on.) They tell me to email support@goldenriviera.com. I do, and guess what, that email gets bounced back to me as well. I email support@goldenrivierapoker.com and it gets through, but of course, I get no reply. This is the 5th email i've sent to that address and I have yet to receive a single reply.

Stay away from Golden Riviera...they are slow, have horrible customer service, and there are a ton of better Prima skins available.

[jipster]

unfortunately seems the way its going... more and more poker sites (certainly UK ones) are insisiting on verification (e.g. scanned/faxed bank cards address etc)

i figured it was something to do with money laundering legislation... i can only say expect it to get worse....

on golden riviera i found them useless as well... not crooked by any means, just bad customer service

[Kriber13]

There sure are, Riviera is the only one which screwed me out of my bonus, Crazy was really slow with almost as lousy customer service. Done all the others worth doing at prima without a problem...

Good luck whoring, Kristoffer

[plonker]

Is it just me or do people find prima tables tight as hell @.5/1 limit. When I was clearing a bonus on there , their was a table running at 18% seeing flop.

Crazy I tell thee

[LinusKS]

If you're using Neteller, there's no (legitimate) reason for them to require documents.

The more difficult and cumbersome they make it to cash out, the longer they get to keep your money, and the more likely you'll forget about it. You might think no one would "forget about" their own money, but they're busy, and they have other things to do than fax, scan, email, call, and then fax, scan, email, call, again, and again, and again.

They put it off until they have time for it, and then that time never comes.

Poker sites that are really casinos are most likely to use this tactic, because it's been SOP in the casino industry for year.

If a site needs documents before they'll cash out to your Neteller, your best bet is to stay away.

[LinusKS]

Oh, yeah. And mailing off your bank card, credit card, ID, etc. to some sleazy casino operator in Antigua or Costa Rico isn't really the smartest thing to do anyway.

[MyTurn2Raise]

agreed

the same thing has happened to multiple players here

As far as I know, everyone got paid eventually
In my case, it took nearly a month of back and forth

[terrellk11]

I got my bonus almost instantly (maybe three or four hours) and the cashout took about 4 or 5 days.

[TCBSTEVE]

If you try and withdraw $500 or more at one time, even via Neteller, they will ask for documentation. this is per a email they sent me.