Goldwin Casino - Player’s deposit delayed.

Deposited $20 32 hours ago to Goldwin from my skrill account, casino claims the issue has been escalated, then they were waiting for a response from skrill which I cleared up via a call to skrill received e-mail confirmation that it was infact the merchants issue as money was withdrawn from my account, I don't believe this should be hard to track down considering the references attached and Goldwin is now unfairly holding my deposit.

Dear bullendale3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick,

Yes as I said earlier I had already made direct contact with skrill and they confirmed the payment was sent to the casino

Hello Dale & Nick,

Hope you are both doing well!

I have checked and I see that our Finance team has already credited the missing transaction and informed the player of this earlier today.

In cases like this our Finance team checks the transaction with the payment provider and, once they confirm it's successful, the funds are credited to the account accordingly.

With regards,

Eugénie Lacroix

By earlier today you mean 10 minutes prior to responding to my complaint? And also the refund just happened to appear in my account at the exact same time I made another deposit.. this lead me to believe that I was being gifted a Goodwill reward for you holding my funds since it appeared at the same time as current deposit.....i feel as though on this basis I should be granted the bonus I had initially added.Skrill had confirmed the funds had been sent to your casino I reached out to your team several times and forwarded proof of this to them also. So my qualm now is the fact that at the time of my initial deposit 3 days ago I added a bonus alongside this and now this is being denied because I didn't check the cashier and played the funds believing it was goodwill not the magic deposit from 3 days ago

1. I received email confirmation of the missing funds being put into my account at 23.10pm nzt

(Apologies for not checking my email every minute)

2. Made a deposit via skrill at 23.08pm nzt for $20

Both showed up at the same time.

Also just extremely frustrated with Goldwin I have been a good customer and haven't strayed far for many months now due to the great bonuses and good contact with my VIP manager, in the last few weeks that has all gone downhill, all the games and bonuses have changed and basically no contact from my manager anymore. Disappointing to say the least.

Hello Dale & Nick,

Thank you for your reply!

The Finance team credited your missing deposit at 14/06/2024 - 11:07:07 (GMT Time) and you made another deposit on top of it 1 minute later at 14/06/2024 - 11:08:21 (GMT Time).

Our support team would have been able to activate a deposit bonus for the missing deposit credited if you had contacted them before using the amount to place bets. Since you contacted them after you lost your balance this wasn't possible anymore.

As an exception I have credited 40 Free Spins The Sword and the Grail, which is the offer you chose for the deposit when you initially made it. Since this is no longer tied to a deposit amount it will be considered a free bonus.

You can contact your VIP Account Manager at any time using the dedicated email address or using the WhatsApp number.

With regards,

Eugénie Lacroix

Dear bullendale3,

Lost deposits may take up to 30 days to be recovered, we are glad to hear that the casino acted so quickly. As the deposit was credited to you, we will be closing the complaint as resolved.

Best regards,

Nick