The player had been trying to close his account due to a gambling problem. The player reported that despite several requests for self-exclusion and account closure, the casino had failed to respond and continued to encourage him to make deposits. The player also claimed that he had lost €600 after his self-exclusion request. We attempted to contact the casino for clarification but received no response, which led to the complaint being initially closed as 'unresolved'. Later, the complaint was reopened at the casino's request. The casino stated that the player's account had been closed since April 2021. However, due to the player's inappropriate behavior on our platform, we were unable to continue the investigation since his account was banned and had to reject the case.
Goldwin Casino - Player’s attempts to close his account have been overlooked.
Amount: €600
Goldwin Casino
Safety Index:Above averageOther
REJECTED
Case summary
The casino hasn't closed my account for days, even though I wanted to close it out of gambling addiction. For this reason, you cannot close it in the chat. There is simply no response to the request via e-mail. I am told via chat that the account was only available once when I closed it for the reason. But they reopened it because they don't want to lose me. Since then, my mailbox has been bursting with promo mails. I tried to forward this chat to me. Unfortunately it is not possible to send the chat.
I have received my e-mails requesting closure. I even had to block the provider in the mailbox.
Dear Stefan,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you please advise when exactly did you send the first self-exclusion request? Did you make any successful deposits after this request?
Would you be so kind and confirm, your account still hasn’t been closed?
Also, if there is any other relevant communication between you and the casino (except for the attached screenshots), please forward it to kristina.s@casino.guru.
Thank you very much in advance for your reply.
Best regards,
Kristina
The account is still open. They continue to refuse to close it. I have made several payments. I wanted to close it for the first time three days ago. The emails prove it. I never received a reply.
Thank you very much for your reply, Stefan. Could you please specify how much money you deposited after you requested self-exclusion? Would you be so kind and forward me all the deposit receipts, if possible?
I still lost € 600. Several times I was encouraged to continue paying in by email after trying to close it. After I submitted the complaint here, my account was blocked immediately. Presumably so that I can't take the screenshots. But I can send you the bank receipts. There you can clearly see Goldwin.
Thank you very much Stefan for your email and cooperation so far. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Hello Stefan.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
We would like to ask the Goldwin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
How does the good reputation come about here !? The casino doesn't even answer. They know full well that this was purely intentional. Dreadful
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Stefan.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards, Jozef
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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