Goldwin Casino - Player's account hasn't been closed.

Good evening

Requested via live chat that my account be deleted because i am a problem gambler. The chat assistant "Lyn" advised that she would put restrictions on my account straight away but i would need to email my request to support@goodwin.com in order for them to delete the account.

Fair to say, i requested this to be done, straight away with immediate effect. They did not adhere, not only did they not adhere they sent me other emails. offers, spam to entice me back. I logged back in and was able to gamble £600. Thier T&C's has a separate link about how seriously they take "self exclusion" yet STILL it remains open for me to use.

Their sole purpose is to prey on people like me and not follow the rules, so i will now ensure they see some justice and are made to pay for their breach.

I hope you can also assist me on my way and look forward to hearing from you, as i imagine you may have come across something similar previously.

Thank you

Glenn

Dear glennry1111,

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 cooling off period and this cannot be done for players who’s are addicted/with gambling problems).

I even checked the casino's Responsible Gambling section, where the instructions to request self-exclusion are pretty clear:

"6.1 If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period."

From what I can see in the attached email, you requested the casino to delete your account, and there is no mention of self-exclusion or gambling addiction. We, unfortunately, cannot proceed with this case as failed self-exclusion under these circumstances.

If there is a message in which you clearly state your gambling problem as a reason for account closure, please forward it to kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina,

Appreciate your quick response but just to advise, I am from UK (not US).

thank you

Glenn

Thank you very much for your reply and for pointing this mistake out, glennry1111. Please, accept my apologies, I have already fixed the summary.

So let's focus on the main issue of this complaint. Could you please advise if you sent some other self-exclusion requests before you lost £600? If yes, please forward the request to kristina.s@casino.guru. Thank you in advance.

Hello. I can confirm that the live chat operative advised that they had restricted my account prior to my £600+ deposit. I also made the request for my account to be deleted via the email address that they directed me to.

I am sorry, glennry1111, but from what I have gathered so far you requested account closure and not self-exclusion, therefore the casino did nothing wrong and you are not entitled to any refunds.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for understanding.

Ok, slightly perplexed by your conclusion when I requested they delete my account on live chat on multiple occasions due to the fact that I am a problem gambler. They then advised that they would restrict my account with immediate effect so I could not deposit / bet and I should email support to then fully delete my account, which I did immediately.

The casino proceeded to keep my account open for deposits and normal game play.

There is nothing wrong with these actions?

The casino have confirmed that a refund will be provided for the amount in question. I do not wish to pursue this case further as result of this outcome.

Thank you.

We are closing this complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.