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

I demand my deposits back from this corrupt casino... I have mental health issues and have pleaded on many occasions for this casino to close my account... Dispite my pleas they have insisted in keeping my account open and allowing me to deposit more... It is still open today dispite all my attempts. They are taking advantage of vunreble customers and breaching fair play rules.

Dear Dazza171,

Thank you very much for submitting your complaint and forwarding the relevant communication:

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 that request for how long you wish your account to be suspended and the reason why?

I have checked the Responsible Gambling section on the website, and this is what I found (here):

SELF-EXCLUSION

Self Exclusion is available for customers who wish to ban themselves from the Casino. This may be a useful tool for those experiencing gambling problems.

We are committed to endorsing responsible gaming as a policy of customer care and social responsibility. We believe it is our responsibility to you, our customers, to ensure that you enjoy your wagering experience on our site, while remaining fully aware of the social and financial harms associated with problem gambling.

Self-exclusion - If you feel that you may have lost control of your gambling, we provide a self-exclusion facility which can be activated by contacting support@goldwin.com. Self-exclusion means that your account will remain closed during the entire exclusion period, which can be set for a minimum of 6 months. This is the major difference to a standard account closure request. Should you wish to activate permanent self-exclusion you may do so by contacting the above email address.

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

I don't have any screenshots of me requesting more account closures as these were made in live chat and not all emails. Live chat doesn't store these chat history on my side but I'm sure the casino would have these pleas... I also I stated account closure permanently

Any updates on the case ? Goldwin are very slow in there email responses and most of the time they don't bother replying. As stated I suffer from mental health and Goldwin have taken complete advantage of this! My account still remains open !!

I apologize, but without any documented proof of your communication with the casino regarding your gambling problem, we regret to inform you that we are unable to assist you. As mentioned earlier, in order to proceed with any refund request, it is imperative to provide supporting evidence that clearly shows you informed the casino directly about your gambling concerns.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Goldwin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@goldwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

there still sending me emails like this!!

Any updates please ?

Have you sent an email as instructed in my previous reply, please?

Yes and they finally closed my account down . But I still want my deposits back

Can you please provide clarification on the specific timeline of events? When did you initially request the closure of the account? So far, I have only received screenshots dated June 3rd.

I requested on the 3rd June and again 2 days ago when they finally shut it down. I want my deposits from the 3rd to be refunded

We have not been provided with any corroborating evidence regarding your request for an account closure. In the screenshots provided, it is evident that you mentioned the possibility of initiating a chargeback and highlighted the casino's lack of a UKGC license. In the same email, you mentioned that you had requested the account closure multiple times but the casino failed to comply. However, I have not received any messages indicating that you specifically requested an account blockage and clearly stated the reason for it.

Please forward those messages to petronela.k@casino.guru at your earliest convenience otherwise, I will be forced to reject your complaint.

Dear Dazza171,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.