The player's account was deactivated as a result of proof of income. Even though the player is upset because this happened right before they managed to activate a special feature in a game, their real money funds were paid. We ended up rejecting the complaint because we can't force the casino to provide services to players or to refund the player the money they spent playing games.
Goldwin Casino - Player's account was closed.
Amount: €3,900
Goldwin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Dear CasinoGuru team,
this is the second complaint in a row against Goldwin.
I had 7,200 euros in my account that I could pay out.
I decided to play at Jammin Jars 2 for high stakes
to trigger a free spins bonus, which is only determined by a scale
must be collected. It takes a lot of turns and
Time to fill up this gauge in this game with these 6 freegames
to trigger which then allow guaranteed unknown profit.
I went to sleep around 4am with $3,300 left and the gauge on the Jammin Jars 2 was pretty much full. So I already invested 3900 euros for the game. I wanted to trigger these 6 free games the next day. When I woke up I saw the email from Goldwin's finance department that my account has been banned from playing (due to fund source verification) and that I should withdraw the money and once the funds are fully withdrawn my account will be permanently closed. I applied for the maximum weekly withdrawal of 3000 euros and the money was paid out immediately. I still have 300 euros left in my account and have to wait 1 week to be able to pay out another 300 euros.
Furthermore, I received a great bonus for reaching high levels through many bets beforehand and certainly made a total of spins for 500,000 euros, which cost me many of my wins that I did not pay out.
I played so much not least to reach the prestige level to get prioritized payouts and cashback.
As soon as I reached the prestige level, my account was closed. If I had known that this was happening I would have paid out a lot more money in the past regardless of the reward tiers because all tiers except Prestige tier are useless.
-I am now mainly concerned with my bonus game from Jammin Jars 2 for which I have turned in cash money of 3,900 euros and cannot trigger the game
- for the level bonus earned with a lot of money (300 free spins of my choice - WITHOUT wagering - with a deposit of 100 euros or more)
-that my account can continue to be used because this (source of money) was not a reason to close my account.
In my opinion, the casino closed my account because I have now withdrawn a little more than I deposited and am near the end of the highest reward level, although you actually have to lose at least 50,000 euros in cash to get this far.
Please help me to get back all what I have earned or the casino should reward me appropriately if I cannot use my benefits and have spent money pointlessly.
Best regards
justuskab
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1 year ago
Dear justuskab,
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. Is the disputed amount your actual active balance or is it still a locked balance inside the game? Have you been advised the reason why your account will be blocked?
If there’s any relevant communication, please forward it along with any supporting evidence to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Dear Petronela,
thank you for the fast reaction.
It is not directly about an active balance of 3,900 euros.
I started playing the Jammin Jars 2 game with 4,200 euros in credit.
As you can see from the screenshot, I've almost reached the last level in the game and the super game Giga Jar will be triggered soon.
I played almost exclusively with €10 and €5 stakes and certainly made spins for €15,000.
When I went to sleep around 06:00 in the morning (03/03/2023) I had already lost (invested) 3,900 euros in this game.
Not much is missing and I can trigger my super game, which is guaranteed to bring me some money, it can be 1000 euros or 10000 euros,
you can't tell in advance how much it will be, but it's definitely not a little.
So I invested 3900 euros in the game.
In addition, I have reached the prestige level with advantages (penultimate level ever)
As I said, I went to sleep around 6:00 in the morning.
At 06:16 I got the email and was "congratulated" on Prestige level.
At 08:54 the finance team received an e-mail that my account was blocked and I should withdraw the money (currently still 300 euros on it, which I can pay out in 1 week)
My account was already verified as I have already made 3 withdrawals in the past.
3 weeks ago when I wanted to withdraw again, I was asked for proof of source of funds, which I uploaded immediately, then I got it again and again
asked about other things until i canceled and lost my withdrawal and never heard back from the finance team for fundraising documents.
Now suddenly after I reached the Prestige level and thus got more benefits and rewards and more
collected the bonus in Jammin Jars 2 and didn't trigger it, my account will be banned.
The reason they gave me was: money source.
My source of money is totally legal so this can't be a real reason.
I am sending you the screenshot of my reward as an attachment, which I would also like to have because this is also cash and I would like to finish my game in Jammin Jars 2
to collect my profit and above all my account should be open again.
Best regards
justuskab
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1 year ago
Thank you, justuskab, for your email and forwarded screenshots. I can't promise you that your account will be reinstated as we can't force the casino to do it. That would also mean that your potential winnings from the Jammin Jars 2 game are lost however, I'd like to ask if you placed any deposits lately as the reason to block your account was allegedly unsuccessful verification of the Source of Funds.
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1 year ago
Translation
Hello Petronela,
if the casino no longer opens my account and I can no longer redeem my potential winnings from Jammin Jars 2, then it would be fair for Goldwin to reimburse me for my 3,900 euros that I used for the game and did not pay out.
As I said, when I wanted to pay out 1,100 euros weeks ago, my payout was canceled with the reason that the source of the money should supposedly be checked, although my account had long been verified and I had already made payouts. In this regard alone, Goldwin violated their own terms and conditions by requesting the documents for source of funds from me and, without waiting 3 days for the documents, immediately canceled my payment of 1,100 euros, which meant that I lost the money. The Goldwin is already known several times for its delaying tactics.
Goldwin terms and conditions:
9.8 We reserve the right to cancel player funds withdrawals on their GoldWin Account if the user does not send us the requested KYC documents within 3 days of our request.
I submitted all the documents immediately, but there were always new requirements for the documents that were formulated in an absolutely unclear way. I kept submitting the documents and then suddenly there was no more demand. In the meantime, I kept making deposits until the current incident with the blocking occurred.
As I said before, my source of money is perfectly legal, so the reasoning behind the ban is a lie.
Furthermore, it is unclear why the casino never asks about the source of the money as long as you deposit and lose and only when you win or are in the black, then suddenly the evidence wants???
This check would be correct if it is so important to carry out before the player can even make the first deposit.
Best regards
justuskab
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1 year ago
Thank you very much, justuskab, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Translation
Hello Petronela,
thanks for the message.
I just hope that Peter gets in touch quickly.
Best regards
justuskab
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1 year ago
Hi justuskab,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Goldwin Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Hello Peter,
Hope you are doing well!
I have checked and the player doesn't have any open rounds on the game Jammin' Jars 2. All the bets he has placed were settled completely and the results were credited to his casino account accordingly.
His account was indeed restricted and, once he completed withdrawing his balance, closed following one of the verifications done by the Finance team on his account and in line with our responsible gambling policy.
With regards,
Eugénie Lacroix
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1 year ago
Translation
Hello Eugenie,
I hope you are doing well too.
We now know each other well, thanks to the last complaint by CasinoGuru, which luckily turned out positive for you, even though the fraudulent intentions on the part of your casino were clear.
Apparently you didn't read my complaint.
The round in Jammin Jars 2 is not the same as in most other games. I have explained that the scale for triggering the Gida Jars games is almost complete and will pay soon. I made a lot of turns to fill up the scale and it cost me pure 3,900 euros in cash. I wanted to trigger this game the next day and you banned my account in between.
Your excuse with source of money and responsible gaming does not work. They took money from you all along without asking for proof of the source of the money. If you really cared about the money source, then you would have asked every player to do so before they could even make their first deposit. They took deposits from me even after they requested the source of funds documents and for 3 weeks you didn't care.
My source of money is completely legal.
They closed my account as revenge for exposing your casino on the last complaint about fraudulent activity and you still had to withdraw my money.
I hope this time you will be more insightful and open my account again.
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1 year ago
Hello Levon,
Thank you for your response!
I understand what you are saying, however, even if you would have continued playing on Jammin' Jars 2, there is no way of knowing if you would have triggered that feature, the amount you could have won if the feature would have been triggered or that you wouldn't have lost the remaining balance completely by chasing this.
Also, prior to your account being restricted, you have been wagering on multiple games, not just on Jammin' Jars 2.
The account, unfortunately, can't be re-opened.
With regards,
Eugénie Lacroix
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1 year ago
Translation
Hello Eugenie,
Thank you for your reply.
In fact, there is some sense in what you say, but I speak from experience and I can assure you
that I triggered the bonus on Jammin Jars 2. The game saves all your bets that you invest
and pays accordingly, even if you trigger the bonus with a lower bet than that
Inserts with which you have filled the scale.
The fact is that when I started investing in Jammin Jars 2 for the scale, I had around 7,200 euros in my account.
In fact, in the meantime, I have also played and won in other games and the winnings in
Invested in Jammin Jars 2 and thus made 2 rotations in the Jammin Jars for around 15,000 euros. I did all of this knowing that I would trigger the game and will definitely make a profit, even if it is less than my investment, but still have a great chance of even making a profit.
By closing my account without authorization, you have deprived me of this opportunity and what I have invested in cash (3,900 euros) is lost. If I had known that, I could have paid out around 7,200 euros. Since I only paid out 3,300 euros, my loss from your ban is 3,900 euros.
On top of that, I haven't been able to claim my good lockdown rewards, which I've invested a lot of money into, and are also worth pure cash.
As mentioned above, the ban is unjustified as my source of funds is legitimate.
If you absolutely want to have my account blocked, then refund me 3,900 euros and at least 150 euros for the rewards that are worth cash money.
As you can see for yourself, by helping to close the last complaint as SOLVED, you even improved your ranking by 0.1 point.
So please act correctly so that your rating improves and does not deteriorate
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1 year ago
Hello Levon,
Thank you for your response!
The casino doesn't have the option to offer a refund for bets you have placed in the casino. For each of those bets you have received the corresponding result, be it a win or a lose.
With regards,
Eugénie Lacroix
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1 year ago
Translation
Hello Eugenie,
Thank you for your reply.
I would like to ask you to refrain from statements such as "The casino does not have the opportunity" in the future.
I would like to ask you to give answers that are related to the case.
I do not insist on refunds for regular bets placed (you know that because you know how Jammin Jars 2 works) but for the bets I used to trigger a bonus that was denied by illegally closing my account.
You say yourself that I can lose even more if I keep playing Jammin Jars 2, so it's even in your interest to open my account again. This is mainly possible because you did not legally close my account.
Or at least you'll refund what I've invested and in any case my account should be reopened because you acted illegally.
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1 year ago
Hi all,
Thank you for your replies.
Dear justuskab,
I'd like to ask you some additional questions. Do I understand correctly that the casino paid you your real money balance and this is solely about the "super game" feature that you almost reached?
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1 year ago
Translation
Hi Peter,
As already mentioned, when I started investing in Jammin Jars 2 for Superspiel, I had 7,200 euros on it.
In between, I also played in other games and only won and invested the money I won back into the Jammin Jars 2 and thus made spins in the Jammin Jars 2 for over 15,000 euros. When I went limp I still had 3,300 euros and wanted to trigger the super game the next day. While I was sleeping, my account was blocked and the remaining 3,300 euros were of course paid out. However, due to the ban, my actual investment of 3,900 euros for the super game was for nothing. This Jammin Jars 2 pays next to nothing, except for this super game and therefore the monies played are an investment.
Furthermore, I was denied 3 rewards from the reward level, which are also worth real money.
Above all, it is about the fact that my account was illegally closed for a reason that has nothing to do with reality.
Reason: verification of the source of funds.
My source of money is fully legitimate and legal so this can't be a real reason.
From previous complaints and reviews, it can be seen that Goldwin even violates their own T&Cs and applies unfair dealings to their players.
Conclusion: Goldwin does what he wants.
- My account should be reopened
- Either 3,900 euros for invested Superspiel or I can finish the game.
- Three rewards from the achieved reward levels
I would also like to mention why it is so important to me that my account is reopened.
In the last few months I have had winnings of 16,000 euros, 2 times 7,000 euros, 2 times 5,000 euros and several times 1,000-2,000 euros. I didn't pay out all these winnings in order to reach the prestige level in order to have the advantages of this level (prioritized payouts, cashback). Above all, the prioritized payouts were important to me because Goldwin always uses the delay tactic and always pays out the money on the fifth day. On the day I reached Prestige level, my account was closed.
For me this means that I lost all my winnings that I didn't withdraw to reach the prestige level for nothing.
If Goldwin had a valid reason to close my account, it would be different. Like I said, there was no good reason.
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1 year ago
Dear justuskab,
We discussed the issue internally and came to a conclusion. Although I perfectly understand why you think that your account was blocked just before you reached the bonus feature on purpose, we can't really prove the bad intention of the casino. When it comes to proof of income, there is quite a lot of pressure from the regulators toward the casinos and I agree that the checks are getting more and more exhausting over time. However, regardless of the reason for blocking your account, casinos always have the right to restrict players from using their services as soon as their real money balance has been paid to them. In your case, the funds were received and there are no further contractual obligations from the casino to you. It is very unfortunate that the casino chose to block the account before you managed to activate the special bonus feature, but we can't penalize it for this. We can't force the casino to let you play and we can't request a refund of the amount you spent playing games that gave you the chance to win. A precedent such as this would mean any player would be able to request their money back after spending it playing games. Even though we are convinced that the casino could have acted differently, we can't penalize it for this and have no other choice but to reject your complaint. I wish I could be of more help.
Best regards,
Peter
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