Goldwin Casino - Player’s deposits have never been credited to his casino account.

He depositado varías veces y me salía depósito no exitoso. Intente depositar varias veces más y al final cuando entre en el banco, me habían descontado todo de mi cuenta. Nunca me han enviado mi histórico de jugadas para comprobar si los depósitos habían Sido añadidos a mi saldo, cosa que estoy al 💯 seguro que no fue así

Dear José María,

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 deposits have 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, the 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 located and refunded back to your bank account or credited to your casino account.

Could you please advise which payment method you have opted for? Please forward your payment receipts along with any relevant communication to petronela.k@casino.guru.

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

Best regards,

Petronela 

He utilizado una tarjeta Mastercard. Le he solicitado al casino que me envíe mi histórico de jugadas de ese día, de esta manera quería demostrar que esos fondos nunca llegaron a mi cuenta del casino pero me dan largas y no me lo han enviado. Han pasado más de 10 días …

Thank you very much, José María, for your reply. Could you please forward your payment receipts (transactions from your bank statement)?

Thank you very much, José Maria, for your email. Could you please mark on the bank statement which transactions were the unsuccessful ones?

Dear José María,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.