Goldex Casino - Pelaajan kotiutus viivästyy tilin muutoksen vuoksi.

I am submitting this complaint regarding a balance adjustment made by Goldex Casino.

My account balance was reduced from AUD 35,073.35 to AUD 14,500 after the casino stated that a "Maximum Win" rule had been applied. This resulted in an adjustment of approximately AUD 20,573.35 being removed from my account.

The casino informed me that the adjustment was related to a Maximum Win rule. However, despite my requests, I have not been provided with sufficient information to verify whether the adjustment was calculated and applied correctly.

I am not disputing that the casino may have a Maximum Win policy. My concern is that I have not been provided with a clear calculation or supporting records showing how the adjusted amount was determined.

Specifically, I have requested the following information:

The exact bonus or promotion to which the Maximum Win rule was applied.

The specific Maximum Win limit applicable under the relevant terms and conditions.

My account balance immediately before the adjustment.

My account balance immediately after the adjustment.

The exact amount deducted and the calculation used.

A detailed account ledger or audit trail showing the adjustment transaction.

Any internal calculation or record

demonstrating how the final remaining balance was determined.

The casino has provided account activity reports, but those reports do not answer the questions above and do not explain how the approximately AUD 20,000 adjustment was calculated.

An additional concern is that the Maximum Win adjustment appears to have already been applied to my account balance.

Following the adjustment, the remaining funds were transferred to my cash balance and became available for normal gameplay.

From that point onward, I continued playing using the remaining cash balance only. I did not receive any additional bonus funds, nor was there any active bonus balance associated with those subsequent wagers.

Based on my understanding, the Maximum Win restriction had already been applied, the adjusted balance had already been credited to my cash balance, and all subsequent gameplay was conducted using cash funds.

This is why I am seeking clarification regarding the calculation and application of the Maximum Win adjustment.

I respectfully request clarification on the following:

How the approximately AUD 20,000 adjustment was calculated.

Whether the Maximum Win rule was applied only once or whether any additional restrictions were considered after the adjusted balance had already been transferred to cash balance.

Why the final remaining balance was determined at that amount.

Supporting ledger records and audit trail demonstrating the calculation.

My position is straightforward:

If the Maximum Win rule was applied correctly, the casino should be able to clearly demonstrate the calculation.

If the adjustment was made in accordance with the bonus terms, the casino should be able to identify the exact term used and show how the final figure was derived.

If the adjustment was made manually, there should be a corresponding record showing when, why, and how it was applied.

I respectfully request a full explanation, supporting records, and a detailed calculation so that the adjustment can be independently review

I would also like to note that I am concerned my complaint may not have been properly reviewed or escalated.

The last communication I received from the casino consisted of account files and reports that did not address the specific questions I had raised regarding the Maximum Win adjustment or the calculation of the deducted amount.

After that response, communication effectively stopped, and I have not received any meaningful explanation addressing my requests for a detailed calculation, ledger records, or audit trail.

For this reason, I am seeking independent assistance and review, as I believe my concerns have not yet been fully addressed by the casino

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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.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Do I understand correctly that the bonus winnings have been capped twice?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Bonus Activated and Played

Please find attached the screenshots relating to the bonuses referenced by Goldex support.

I would also like to point out that I received inconsistent information from different support representatives regarding which specific bonus was responsible for the deduction.

In one conversation, Goldex support informed me that the winnings originated from the "VIP Sunday Booster 50 FS Result".

However, in a later conversation, another representative stated that the relevant bonus was "VIP Saturday Reload 45 FS".

The attached screenshots show that both bonuses were completed and their wagering requirements were successfully fulfilled.

Because of these conflicting explanations, I am unable to determine which bonus Goldex actually relied upon when applying the maximum withdrawal limit and deducting AUD 20,572.35 from my account.

I have attached all relevant bonus history screenshots and support conversations for reference.

It is also important to note that after these bonuses were completed, I continued playing using additional cash deposits made with my own funds.

this was chat that support refer to problem bonus for topic 1

TOPIC 2 Bonus Winnings Capped Twice

Yes, I strongly believe that the bonus winnings were effectively capped twice.

After the bonus was completed and the wagering requirement was fulfilled, the system automatically adjusted the balance according to the bonus rules. The remaining balance was approximately AUD 5,400, and I understood that this amount represented the valid balance available after all bonus restrictions had already been applied to the real money

I then continued playing with that balance and also made additional deposits using my own funds.

Later, I submitted withdrawal requests. The withdrawals were declined, and on 16 June 2026 I received an email from Goldex stating that the "maximum withdrawal limit from bonus" had been applied. At that time, a manual balance adjustment was performed and AUD 20,572.35 was removed from my account.

This is why I believe the same bonus winnings were effectively restricted more than once.

If the bonus limitations had already been applied automatically when the wagering was completed, I do not understand why a further manual deduction of AUD 20,572.35 was later required.

I have repeatedly requested the detailed calculation, balance history, and transaction records used to determine this deduction, but these have not been provided to me

Topic 3 Real Money and Bonus Money Balances

Yes, my casino account displayed separate balances for Real Money and Bonus Money.

At the time relevant to this dispute, the funds shown in my account were displayed as available cash balance that why i can request the withdrawal of 7,500$

Before my withdrawal requests were rejected, my account balance had reached AUD 27,573.35, and I also had approximately AUD 7,500 in pending withdrawal requests.

Throughout this period, I continued playing, depositing my own funds, and using the balance that was presented to me by the casino as my available balance.

I always checked the balance type before placing larger bets. If the funds had been displayed as bonus money, I would have carefully calculated the applicable maximum win limits before continuing to play. This was my normal practice whenever I played with bonus funds.

This is why I was surprised when I was later informed that the funds were still considered winnings originating from a previously completed bonus.

Topic 4. Withdrawable Balance or Bonus Balance

The balance I continued playing with appeared to me as withdrawable real money rather than an active bonus balance.

because I was able to submit withdrawal requests from that balance.

At the time, I submitted withdrawal requests totaling approximately AUD 7,500.

On 16 June 2026, those withdrawal requests were rejected, and at the same time I received an email from Goldex stating that the maximum withdrawal limit from the bonus had been applied. My account balance was then immediately reduced.

This entire dispute began with those events occurring together on 16 June 2026.

I also always checked the status of my balance before placing larger bets. If the funds had been displayed as bonus money, I would have carefully calculated the applicable maximum win limits before continuing to play. This was my normal practice whenever I played with bonus funds.

For these reasons, I genuinely believed I was playing with withdrawable real-money funds rather than an active bonus balance.

"If the balance was still considered bonus money, I do not understand how I was able to submit withdrawal requests from it in the first place."

Additional information:

I would also like to mention that my account is currently suspended. However, I have never received any email or formal notification explaining the reason for the suspension.

The only information I received from live chat support was that the matter had been forwarded to a manager and that I would receive a response. Despite several follow-ups, I have not received any explanation regarding the suspension or any response from the manager.

I believe this lack of communication has made it difficult for me to understand the situation and address the issue properly

Throughout this process, I have repeatedly tried to obtain a clear explanation from the casino.

However, I feel that many of my questions have not been addressed directly. Instead, I often received general references to the Terms & Conditions without specific answers to the issues I raised.

I have also noticed inconsistencies in the information provided by different support representatives. In addition, some of the documents and explanations I received do not appear to match the actual timeline of events in my account.

For this reason, I am requesting the complete balance history, bonus history, transaction history, and the detailed calculation used to determine the deduction of AUD 20,572.35, so that the timeline and the calculation can be independently verified.

Thank you for your response and for sharing the evidence. Could you please provide a screenshot of your bonus or account balance history that shows the application of the AUD 5,400 cap?

Thank you in advance for your reply.

Dear Casino Guru,

Thank you for your reply.

Unfortunately, I do not have a screenshot showing the application of the AUD 5,400 cap.

The reason is that Goldex Casino never informed me when or how the AUD 5,400 cap was applied. I repeatedly requested an explanation, together with my account history and the calculation used, but the casino did not provide this information or answer my questions.

I am 100% confident that, after I completed the wagering requirements, my balance was reduced from approximately AUD 8,000 to AUD 5,400. I accepted that reduction because I understood that the maximum withdrawal rule had already been applied at that stage.

My dispute concerns what happened afterwards. I believe the casino applied the same maximum withdrawal rule a second time when my withdrawal was later rejected, resulting in an additional deduction of AUD 20,573.35.

Unfortunately, I do not have a screenshot of the first application because I had no reason to expect that the same rule would later be applied again, and the casino never provided any account history or audit trail showing when and how the cap was applied.

Therefore, I kindly ask if you could request the following records directly from the casino:

The complete bonus history.

The complete account balance history.

The audit log showing exactly when the AUD 5,400 maximum withdrawal cap was applied.

The calculation and timeline supporting the later deduction of AUD 20,573.35.

I believe these records will clearly show whether the maximum withdrawal rule was applied once or twice.

Thank you very much for your help

Best regards,

[Redacted]

Thank you for your response. Is the second adjustment reflected in your account or balance history? If so, please attach a screenshot showing this transaction.

Thank you in advance for your reply.

I do not have a screenshot because the casino adjusted my balance approximately five minutes after sending the email. However, I contacted live support immediately after I noticed the balance reduction. The balance in that time was 14,500$. I have never forgot.

The support agent was also able to see the relevant timestamps and advised me to contact the casino by email to obtain an explanation. Unfortunately, despite following their guidance, the casino never responded to my email or provided any explanation regarding the balance adjustment.

I have also tried to locate the screenshot in my live chat history, but unfortunately the entire chat history has since been deleted by the casino, so I am no longer able to retrieve it. I have contacted around 5 times about this issues all were deleted.

Additionally, i asked for the name of independent Alternative Dispute Resolution (ADR) for his casino. They deny to give me the details and contact.

please help me, i lost more than 50000AUD to this casino.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila