The player from Germany had been accused of violating bonus terms by the online casino, specifically having placed several bets that exceeded the maximum limit. The player had denied the allegations, stating that overbets were not possible with bonus money. The casino had initially provided some evidence, but stopped responding to further inquiries. However, upon the casino's request, the complaint had been reopened and additional data had been provided. This data indicated that the player had two active bonuses when the overbets were made, thus the casino's decision had been deemed fair according to its terms and conditions. Consequently, the complaint had been rejected.
Goldwin Casino - Player’s bonus winnings have been voided.
Amount: €1,000
Goldwin Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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2 years ago
Translation
Hi there,
The bonus from the last deposit does not end automatically and you have to wager 2 bonuses next time.
On the other hand, they did not want to pay me my thousand euros because I allegedly bypassed the system and somehow bought bonus games with bonus money that exceeded the amount, although this is not possible and they removed 950 euros of real money from my account. That's more than thirty..... It's an absolute cheek that something like this can have a license.
Don't get your money ripped off and stay away.
Here the email:
Hello ****,
Please be informed that the winnings on your account have been voided on initiation of Withdrawal, according to our Terms and Conditions (see below)
GENERAL TERMS AND CONDITIONS FOR PLAYING WITH BONUSES:
17. The maximum bet allowed when playing with any type of bonus still active in your account has to be less than 20% of the value of the bonus credited and must not exceed 10 EUR, 10 USD, 10 CAD, 100 NOK (as applicable ) per single bet (For example: placing a bet of 10 EUR after claiming an initial bonus of 100 EUR is allowed).
During the review of your gameplay, our audit team noticed that on the date of 21st of January, you received a bonus of 15 EUR, therefore the maximum bet while bonus was active should not have exceeded 3 EUR.
The following bets breached our bonus terms and conditions
60 EUR at Gems Bonanza
60 EUR at Fruit Party
40 EUR at Fruit Party
20 EUR at Fruit Party
35 EUR bet at Snake Arena
Your last deposit of 50 EUR has been left in your balance.
To avoid such situations, we recommend you to review out bonus terms and conditions.
Best regards,
The Finance Department
Automatic translation:
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2 years ago
Dear DerKoenig,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. Do I understand correctly that breaching of the maximum allowed bet was caused by you purchasing in-game features?
If there’s any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
Thank you in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hi there,
Yes, I am accused of that, but you cannot buy a bonus with bonus money. The process will
automatically canceled and the bonus buy cancelled. Only when I had real money after wagering
I bought bonus games.
I have no email history because the casino is not responding to my email.....
Automatic translation:
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2 years ago
Thank you very much for your reply, DerKoenig. Would you be so kind as to forward me your whole game history? My email address is kristina.s@casino.guru. Thank you in advance.
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2 years ago
Translation
Hello Kristina,
I can't promise I can send this to you.
The last mails from me to the casino were not answered....
I've asked again and am waiting for a response
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2 years ago
Translation
Hi there,
As I said, my mail has not yet been answered and the casino is not responding to the case......
Automatic translation:
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2 years ago
Thank you very much DerKoenig for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.
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2 years ago
Dear DerKoenig,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Goldwin Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Peter,
I have checked with the Finance Team regarding this matter and they will be contacting you shortly with proof backing the reason for the void.
Cheers,
Amanda
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2 years ago
Translation
Well, it's been 4 days now and I still haven't received an email....
Automatic translation:
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2 years ago
Thank you Goldwin Casino for the evidence, I sent you some additional questions regarding the overbets.
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2 years ago
Translation
Hello Peter,
why am I not getting the evidence?
And I also ask again.
How am I supposed to have made overbets if that's not possible with bonus money?
Anything with too high a bet or bonus buy will be automatically canceled from the slots
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2 years ago
Translation
Got the evidence now.
First of all, in my opinion, an Excel file is not proof of anything.
Secondly, there is absolutely nothing about Bonus Buy and I can't understand any alleged violations, or am I wrong?
Third, as written above, the allegations are still not possible.
What happens now? How long is the case going to go on?
It's all going to be extremely protracted and I haven't seen any progress so far
Automatic translation:
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2 years ago
Dear Goldwin Casino team,
Could you please give me a better explanation of the overbets? How exactly does it work and how was the player able to make them?
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2 years ago
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear DerKoenig,
I'm afraid the casino stopped responding. Since we can't make any progress without its help, the complaint will become "unresolved". I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to reply, we will reopen the complaint and you will be notified by email. In the meantime, if you are convinced that you didn't make any overbets, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=goldwin.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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6 months ago
We’ve reopened this complaint at the request of Goldwin Casino. As the casino provided the missing information regarding the case, we were able to make a conclusion. The data suggests that DerKoenig had two active bonuses while making the overbets between January 21, 2022, at 07:37 and January 21, 2022, at 15:30 and therefore we consider the casino’s decision to be in accordance with its T&Cs and fair gaming.
"7.17. The maximum bet allowed when playing with any type of bonus still active in your account has to be less than 20% of the value of the bonus credited and must not exceed 10 EUR, 10 USD, 10GBP, 10 CAD,100 NOK (as applicable) per single bet (For example: placing a bet of 10 EUR after claiming an initial bonus of 100 EUR is allowed). Please note that some titles allow in-game bonus feature purchases. Once completed, such a transaction is regarded as a one-time bet of the same amount as the cost of the bonus feature. For example: buying a bonus feature of USD, EUR, GBP, CAD, NOK 20 in a game will be considered as a bet of $20."
As a result, we have no other option but to reject the complaint.
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