The player from Germany had complained about not receiving a deposit bonus after depositing €200 at Goldwin Casino, despite having selected the bonus option. The player, whose account had been verified already, had demanded a refund of the deposit and a change in the Terms and Conditions. The Complaints Team had pointed out that the casino's terms allowed for bonus restriction until a withdrawal had been processed. The player had disagreed, arguing that it was misleading to show a bonus option that couldn't be used. The Complaints Team had sought clarification on whether the deposited funds had been used, but the player had not responded. As a result, the complaint was rejected due to lack of further information.
Goldwin Casino - Player’s bonus is not credited.
Amount: €200
Goldwin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
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11 months ago
Translation
Good day, on the 19th of December, I requested a withdrawal of 100€, which was paid out today, the 28th of December.
After the withdrawal on the 19th December, I deposited a total of 200€ with a deposit bonus.
The bonus was not credited to my account and customer support refused to credit it to me.
According to support, this is mentioned in the Terms and Conditions, but after reading the T&Cs, I found there were no conditions stating that one would not receive a deposit bonus if one had requested a withdrawal.
I demand a refund of the 200 Euros and a change in the T&Cs since what Goldwin is doing in this regard is fraudulent.
Automatic translation:
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11 months ago
Hello manuu732,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldwin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? How were you supposed to get the bonus - did you use a checkbox while depositing or somehow else? Did you already use your deposited money or it is on your account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
Hello, my account has been successfully verified for a long time and has already had successful withdrawals.
What bothers me or is also fraudulent in my opinion is that if I have a withdrawal and then use a deposit bonus when making a deposit, they refuse to add the bonus and there is nothing in the terms and conditions that says it is not allowed or possible.
And yes, I clicked or selected the bonus and took a screenshot each time.
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11 months ago
Hello manuu732,
Can you please advise if you did play with the 200€ deposit or it is still on your account?
I went through the casino terms and found the following rule here: https://goldwin.com/account-payout-bonuses
Based on this terms, they had the right to restrict your bonuses untill your withdrawal has been processed.
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11 months ago
Translation
Hello no.
I made several deposits with a deposit bonus e.g.
50 euro deposit with 100 free spins without any sales requirements.
After the deposit, the bonus was not credited, after inquiries to support I was told that if you have a withdrawal, a deposit bonus can be denied.
I read the terms and conditions and found this.
GoldWin reserves the right to limit access to certain bonuses for players with pending withdrawals.
But I think it's fraudulent to show players a bonus that can be activated, so they lure you into depositing and getting a bonus and when you have a payout ass card...
Goldwin is not allowed to show a deposit bonus if you have a withdrawal because you won't get the bonus anyway.
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10 months ago
Hello manuu732,
Can you please advise if you did use the balance you deposited? Once you use it, there is unfortunately no option for a refund. If you balance is still there untouched, the balance may be reverted.
