Goldex Casino - Player's withdrawal is delayed and winnings are confiscated.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you ever played with this bonus at this casino before?
• Could you please post a screenshot of your bonus history here in this thread?
• Do I understand correctly that you currently have 1000 NOK in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

"Have you ever played with this bonus at this casino before?" : yes

"Could you please post a screenshot of your bonus history here in this thread?" : yes

"Do I understand correctly that you currently have 1000 NOK in your casino account?" : i have it on withdraw request

Thank you very much for your reply. Did the casino provide any additional details regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

"Did the casino provide any additional details regarding this situation?" : No, not really, nothing else then whats in the conversation that i have sent the screenshots of

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear oskarholmen133,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Goldex Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear oskarholmen133,

I wanted to let you know that I have already reached out to the Goldex Casino representative regarding your issue and am currently awaiting their clarifications. I will update you as soon as I receive any new information.

Thank you for your continued patience.

Hello,

Thank you for your patience, and sorry for the delayed response.

After carefully reviewing the case, we’d like to clarify that the winnings in question were obtained from a no-deposit cashback bonus that was automatically credited as part of our loyalty program.

According to our Terms & Conditions:

"The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased."

We’ve provided a full explanation of this situation along with all the necessary supporting details directly to Kubo by email for review. If any additional information is required, we’ll be happy to provide it.

Dear Goldex Casino,

Thank you for providing additional context regarding the issue and for sharing the details via email. I will review the information carefully and respond as soon as possible.

I appreciate your cooperation and patience.

Dear oskarholmen133,

After a thorough review of all available information and the evidence provided by the casino, I must regretfully inform you that we cannot support your position on this matter.

As the casino has explained, the bonus you received was not only a cashback bonus but also a no deposit bonus, meaning that the terms and conditions for no deposit bonuses apply. As is common in many online casinos, the bonus is evaluated not immediately after fulfilling wagering requirements but only when a withdrawal request is made.

I understand that you may feel frustrated, especially since your balance grew significantly. However, the bonus conditions were still active at the time. Had the bonus been a deposit bonus involving your own funds, the situation would be slightly different. In this case, no real money was used in your gameplay. Additionally, the casino went beyond the standard terms and released more than three times the amount you were actually eligible for.

From our perspective, the complaint lacks sufficient basis, and we must therefore reject it as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo

Hello Everyone,

I’ve reopened this complaint following an internal discussion on the matter and would like to clarify a few points. Please accept my apologies for the earlier misinterpretation of the player’s bonus as some hybrid form of a no-deposit cashback, and for drawing conclusions without giving the issue proper consideration.

Dear Goldex Casino,

Once again, I sincerely appreciate your cooperation throughout this process and for having provided the necessary evidence. Unfortunately, the evaluation was incorrect. You stated that the player received a cashback bonus and therefore applied conditions for no-deposit bonuses. However, we do not classify cashback bonuses as no-deposit bonuses, since their value is derived from the funds the player deposited and lost, and they are therefore considered real-money related.

In light of this, I kindly ask you to reconsider your decision and return to the player the confiscated portion of his winnings. This part was voided unjustly under a rule that applies to a different type of bonus.

Thank you for your understanding, and I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo,

We have sent you additional clarifications regarding the mechanics of this bonus for your review. Hopefully, this will help to clear up the situation and avoid further misunderstandings.

Dear Goldex Casino,

Thank you for clarifying the bonus mechanics. Given the circumstances, our previous reasoning remains unchanged, and the complaint will be rejected once again.

Dear oskarholmen133,

After reviewing all available information, it appears that the bonus in question was indeed a no-deposit bonus. Therefore, the rule regarding the maximum win limitation for no-deposit bonuses was correctly applied in this case.

I apologize for any inconvenience this may cause.