Goldwin Casino - Player’s attempt to close his account has been overlooked.

asked them to close my account after losing 2500 of pure garbage they wont close your account no matter what they want to steal every cent. 10000 dollars now lost with no chance to win shit. never have i seen poorer pays ever. divine fortune 10000 spins of nothing how is that possible. they dont answer phone they dont answer emails they dont answer questions. they lie i asked for self exclusion after 2500 and then lose 8500 in seconds at a average bet nothing you lose deposits in couple minutes everytime . they need to be blacklisted

Dear Frank,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the self-exclusion. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions, and this is what I found https://goodwincasino.com/en/information/terms/conditions:

„The Customer may close his/her account (including deleting username and password) any time by sending us an email to support@goodwincasino.com.

The client is solely responsible for any transactions in his/her account until he obtained confirmation of its closure."

Is this the email address that you have sent your email to?

support@goodwincasino.com

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

yes i specified permanently. when i did a couple times i did ask them to keep it open but i sent many many emails to get it closed forever. no reply not one , they lie to me on chat and say they will get around to it and never happened. they lie on chat everytime you go on there. i will look at see if i have emails i sent to close it.

Could you please provide the email address that you registered with us so that I can see what happened?

Thank you very much, GoodWin Casino Team, for assisting us in this matter.

Dear Frank,

Could you please provide all the required information?

Thank you very much, Frank, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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.

We do not have such mail in the system, so i asked the player to clarify the data.

Dear Frank,

What email address did you use to register in the casino?

Hi Frank,

Thanks for the email. So if I understand it correctly, the complaint you submitted is not about GoodWin Casino. Since we don't have the other casino in the system yet, we will have to add it first and transfer this complaint. This might take a few days. We will notify you when it's done.

Hi Frank,

The Goldwin Casino has been added to our database and your complaint transferred. I would like to invite the Goldwin Casino to the conversation to participate in the resolution of this complaint.

Hello,

Thank you for bringing this to our attention.

The user's account has already been restricted on our end as per our procedures and also based on his most recent request; he can no longer deposit or play.

As well he complained about bad luck however he didn’t withdraw when he won large amounts of money.

We also have records of his requests in which he specifically asked us to keep the account open.

Regards,

Ed Blake

Hi Ed,

Thank you for your reply. Has the player at any point specifically say that the reason for the self-exclusion was a gambling problem? When exactly was the player's account closed permanently?

Hello Casino Guru,

The user did not state any reason for the self-exclusion requests whatsoever, only complained about luck multiple times, which we know is quite expected when it comes to gambling. He was also comfortable with asking for and receiving bonuses from our end.

His account was closed on the 1st of April. Also note that the user already filed a complaint with Curacao during that period which was already resolved. He showed up afterwards to re-open the account and play.

Regards,

Ed Blake

As well he complained about bad luck however he didn’t withdraw when he won large amounts of money. i won 2400 in a spin yes. but every spin after that nothing to nothing. 11000 dollars out of that 2 deposits a won a little every single other deposit straight to nothing. Goldwin saying its expected to have losses like this yea right. 12000 spins at divine fortune . nothing the entire time. 6 bonus rounds that never added to 100 dollars and you say this is normal utter bs. yes i asked for my account closed many times and you did not. blatant rogue casino should not be allowed to be online period they are thieves. people need to stay away from this casino. they lie they wont give you bonuses like offer. Rogue scam.

Hi all,

Thank you for your replies.

Dear Ed,

When it comes to players with a gambling problem, we take failed self-exclusion very seriously. However, if you didn't state the gambling problem as a reason for self-exclusion and reopened your account, there is not much we can do. The players can close and reopen their accounts as many times as they want if the casino allows that. I recommend you always state the reason for your self-exclusion especially if a gambling problem is involved to avoid misunderstandings. I'm sorry but I can't punish the casino for this. I wish I could be of more help.

Best regards,

Peter