The player from Austria had deposited €50 and used a 50% bonus, winning up to €500 before his balance was reduced to €125 after meeting the bonus conditions. He later requested a withdrawal of €700, which was unsuccessful. The complaint was closed due to the player's lack of response to inquiries and requests for additional information. As a result, no further investigation or resolution was provided at that time. The player retained the option to reopen the complaint by resuming communication.
Goldex Casino - Player's winnings are in dispute.
Closed
Our verdict
Player stopped responding
Amount: €575
Goldex Casino
Safety Index 7.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
I deposited €50 and played with a 50% deposit bonus. I won and was up to around €500. Then the bonus conditions were met and my balance was reduced to €125.
I continued playing and won. I requested a withdrawal when I reached €700.
Normally, you can continue playing as normal and the money no longer counts as bonus money.
I'm not going to deposit €50 just to win €125.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldex Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Has the casino notified you at any point that bonus terms and conditions, especially the maximum win, persist after meeting the wagering requirements?
- Do I understand correctly that the casino capped your balance to 125 again after you requested a payout?
- Could you please share with me your communication with the casino regarding the issue, or any other supporting evidence connected to your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Dear Phoenixmerlin12,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
