Goldwin Casino - Player’s winnings were confiscated over a free spins issue.

Hi guys

This is just a information for anyone thinking of signing up.

I signed up on recommendation of my friend and their VIP member, I played last deposit and started winning some money.

( At the best I had 5600, played back around 1600 as they have games I liked )

Sent documents to have my account verified and after a while got it approved, placed a 2000 dolar withraw and waited quite a bit. Received a email that my winnings are forfeited as I didn't play free spins that came with deposit ( who plays free spins if you have your own money ? )

I played in great places like Leo Vegas, Mr green, Bitstarz ( highly recommended plus more ) NEVER had a issue with NOT playing free spins. It's just used as loophole to not payout winnings

I use to play a lot and enjoy this, lately it's just a pass time while I am trying to get better but still, really disappointed in way they handled it.

There is really no outcome I need just hoping people will see this before they fall in a same trap

All the best and good luck to you all

Dear Gare,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Goldwin Casino. I have reviewed the screenshot that you provided us with. It appears that your winnings were not canceled because you didn't use the free spins. Instead, they were canceled because you did not fulfill the wagering requirements of the bonus within the stipulated time frame.

The Bonus Terms and Conditions state the following:

7.12

All unused deposit Cash Bonuses will expire after 7 days.

7.13

All unused Free Spins Bonuses will expire after 7 days.

7.22

Bonuses must be wagered within 7 days.

Can you please advise if you fulfilled the wagering requirements of the bonus?

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I actually have. I played for almost a month, up and down with winnings. There is clear separation with bonus and available to withraw funds. I actually have screenshots where they referring to my above mentioned comment. Exact words are "I didn't use free spins that came with my deposit" which I think it's absolutely wrong since I had plenty of my own money.

There is few people they done same thing to.

I have 100% played required amount and way more than that. Every day I logged in and available balance was there for a while my dear friend.

Honestly I played heaps of casinos this actually never happened

They use these loopholes with unreasonable bonus options and mine happen to be "unused spins".

I think they using 3rd rule which for the life of me I have no idea why ?.

Hello Vlajko & Veronika,

I am sorry to hear that you experienced issued wagering a bonus.

I have reviewed your case and from what I see on February 06, 2024 you made a deposit and claimed a bonus of 200 Free Spins with Double Bet on Crystal Cavern Megaways. This bonus is tied to your deposit and comes with a wagering requirement of 35x, which applies to both the deposit amount and the bonus.

I can see that you played with the balance from your deposit, however you didn't play the spins and wager them accordingly within 7 days.

With regards,

Eugénie Lacroix

Dear Eugenie

As I previously said, you have separated in cashier, available for withraw and bonus money .

IF that was the case and casino had best intentions of players there would not be available for withraw balance with 4000.

You clearly have Bonus and Available for withraw money separated in cashier.

Meaning you use this as loophole. This is only place I played where you can't withraw for NOT using something.

In my account there was clear

BONUS

AVAILABLE FOR WITHRAW

Hence where confusion is as there is clearly marked if you had bonus, IF you did have my best intentions it could have been mentioned in on of 20 chatts I had with your team.

There is unfair bonus rules and you use them against players.

All in all this is my experience.

Hello Vlajko,

Thank you for your response.

The separation you are referring to is simply showing you what funds you have available in your cash and bonus balance, separately.

To check the active bonuses on your account and any remaining wagering requirements can be done by accessing the Bonuses section under My Profile.

In our casino you can claim two separate types of bonuses:

• no wagering bonuses;
• regular wagering bonuses.

For the no wagering bonuses there is no requirement to wager the bonus or the winnings, meaning that you can cash out your winnings any time regardless if you choose to play the bonus or not.

For the regular wagering bonuses you will have a wagering requirement to fulfill, which is applied on both the deposit amount and the bonus claimed. You can't split the bonus from the deposit and you will need to wager both the deposit and bonus claimed in order to be able to withdraw. For this category you are required to wager the bonus within 7 days.

For full transparency the bonuses are clearly labeled according to the two categories mentioned above in all our communication as well as in the cashier page.

This means that you have the option to choose, when making the deposit, which bonus type of the two you wish to claim. If you choose a regular wagering bonus, as you have in this case, you will need to fulfil the wagering requirements for both the deposit and bonus accordingly.

I believe that the confusion in this case lies with the fact that, since you registered your account with us, you only claimed no wagering bonuses and in this instance it was the first time you claimed a regular wagering bonus.

I have also reviewed your chat history and in the interactions you had you never asked about the bonus rules or the amounts you are required to wager.

Having said these, I have spoken with the Finance team and we will extend an exception in your case and reinstate the confiscated balance - which you will find again available in your casino account.

Please keep in mind that this is a one-time exception for your account and that in the future you will need to wager any bonuses claimed accordingly.

With regards,

Eugénie Lacroix

Hi

In that case I would like to thank you for doing that I do appreciate what you have done.

Thank you

Regards

Vlajko

Dear Goldwin Casino representative,

Thank you for providing us with a thorough explanation and for your generous gesture towards the player.

Dear Gare, could you please advise if the balance was returned to your casino account?

Yes it has

I didn't expect this but I am very much surprised in way it was handled.

Thank you for your assistance and Goldwin for doing this.

Kind regards

Vlajko

I'm glad to hear that. Just to be sure: Has the confiscated balance been added with the bonus, as it was before the 7-day period for the wagering ran out?

Hi Veronika

At the moment it's sitting as available balance in my account. I contacted them thru chatt and asked if I am able to withraw some of winnings and they said it's ok.

I requested a withraw and now waiting for my withraw to come thru.

Do you have any active bonus in your account now?

Hi Veronica

I don't believe I do as my withdrawal seem to be successfully processed in Casino sistem. Still waiting on funds but at least this time it's saying withdrawal is successful instead of pending

Could you please confirm if you have received your withdrawal?

Dear Gare,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Veronica, Thank you very much for your help. You are best. Really appreciate your help

You are very welcome. Just let me know if you received your winnings, so that this complaint may be closed.

I have received them, thank you for everything !!!

Dear Gare,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Gare, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Veronika

Casino.Guru