The player from Norway is attempting to have his account closed due to gambling issues but the casino is not complying with his requests. The casino informed us that the player's account has been blocked on the same day, so we closed this complaint as resolved.
Goldwin Casino - Player is unable to self-exclude for gambling issues.
Amount: ??
Goldwin Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
I was asking to close my account in this casino on the chat and on email due to gambling issues and they cant pull it. Customer satsifaction is so poor here
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9 months ago
Dear har1010,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please confirm that you specified the reason for closing your casino account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Dear har1010,
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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8 months ago
Hello Harold & Veronika,
I hope you are both well!
I have checked and the player indeed sent a self-exclusion request by email 28 July 2023.
The request was processed and the self-exclusion was applied within the same day.
With regards,
Eugenié Lacroix
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8 months ago
Dear Eugenié Lacroix,
Thank you for your cooperation. Since the player's self-exclusion request has been successfully processed, this complaint will now be marked as resolved.
Dear har1010,
I'm glad to hear that your issue has been resolved. Please do not hesitate to contact our Complaint Resolution Center if you run into any problems with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
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