The player from Germany faced issues with withdrawing money from Goldwin Casino after having his account verified. Despite having uploaded all necessary documents previously, he was now requested to provide additional verification and encountered an access restriction by country after initiating a withdrawal of €200. The Complaints Team reviewed the situation and noted that the player had violated the casino's terms by using a payment method not registered in his name. They emphasized that without the complete set of documents requested by the casino, the verification process could not proceed, and thus, assistance in resolving the complaint was limited. Ultimately, the decision regarding the refund of the player's deposits rested with the casino, and the complaint was closed as rejected due to the player's refusal to comply with the verification requirements and the usage of offensive or intimidating language
Goldwin Casino - Player's withdrawal is delayed and account access is restricted.
Amount: €61,000
Goldwin Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Good day,
Here's my issue: I've been with Goldwin for a very long time and have deposited quite a bit. This morning, as shown in the screenshot, I made a withdrawal. When I asked in the chat, they said no more deposits are possible, and bonuses are excluded until registration is complete. I asked how long this would take!? They said 3-5 days since withdrawals can only be made to an IBAN account, unfortunately. This was fine with me. Then they suddenly told me to upload my documents to speed things up!! What?? My ID and other documents were uploaded ages ago, and my account is verified?? Allegedly, even though I saw that the tick was approved, they claimed it wasn't recognized due to the screenshot needing to be original 🙄😡. Everything was original 😡. Then they asked for documents like bills to confirm the withdrawal. I took photos of all the documents and uploaded them again. This happened around 05:50-06:00 AM, and I was already tired 😕.
At the end of it all, I wanted to log in, and guess what? My gut feeling was right... Now it says access is restricted by country. Very strange since I never had this issue before. Now that I requested a withdrawal, nothing works?? I call this FRAUD FRAUD 😡. Withdrawal of €200 not permitted + €100 balance still available ❌WARNING🚫.
We're not even talking about the deposited money... 😡
Hello barkowrene59,
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 since when are you registered in the casino?
- Is there any proof that your account has been verified in the past?
- Did you ever use VPN to access the casino website?
Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Been a member, no idea, 3-6 months, wanted to see if you can see it in the account, unfortunately not. So how long have I been a member, but for a while. I've never used a VPN, but I always got in without any problems. Yesterday I got a VPN and now I have access. Yes, I canceled the payment between yesterday evening and today, as my case hadn't been processed yet, that's what they told me via chat. And then all this talk of 1-3 days, blah blah, normally this shouldn't be any more as it was and has been verified. And my new, current documents that I was supposed to upload were not processed at all. So because of the new, current findings regarding the cancellation, I've just made another move in my account, deposit plus winnings. A new withdrawal is now not €200-300, but as you can see in the screenshot, €2000 and there's still €9000 on it. And as this came about with uploading documents again and there's no movement, I became suspicious. I was thinking about whether it would be best to have everything paid out immediately. And then close the account afterwards. That would be my goal, as quickly as possible, because I don't want to spend any time on the whole thing. I know two casinos where everything worked perfectly. Fast verification, credit card payout, which here only works via IBAN, which I can't understand. Money there in 2 days, when one was in 1 day. Should I put the new status from the screenshot here or a specific email address from you? So that you have the current status of payout and balance?
Would it be possible for them to close the two at the same time? And then pay out the entire remaining money when requested and close the entire account after the payment? I would prefer that more than anything else 😏
First of all, we would like to point out that the offer on the website you have named (goldwin.com) is illegal gambling within Germany; participation in this is punishable under Section 285 of the German Criminal Code. The provider does not have the necessary German license for its gambling offer within Germany. A license from other countries, such as Curacao, is not sufficient for a gambling offer within Germany. This has already been confirmed by the highest court.
In the future, you will be able to easily find out whether gambling is legal or illegal using the so-called whitelist, which can be accessed at https://www.gluecksspiel-behoerde.de/de/erlaubnisfaehigesgluecksspiel/whitelist. The providers listed here, including their domains, are permitted within Germany. The list is constantly updated. If providers and their domains are not on the whitelist, this is illegal gambling within Germany.
I have no doubt as to whether this information is correct. Since it is correct, I would like the payout and the remaining balance to be paid out as quickly as possible. After the full amount has been paid out, the account will be closed immediately.
No ifs and buts, no desire for punishment or anything else!! Thank you
Now they have again requested all the documents that I sent them, and it is again barely visible or recognizable. I've had enough 😡 I sent what I was told in the chat again, took photos of everything again and uploaded it. More days will now pass until they say again that it is not visible, that they are just playing for time and want my money. And then they will close the account immediately. Otherwise I will take further steps with the authorities. They should choose to pay out my money or the authorities I am in contact with should shoot them and criminal charges will follow. 😡
So I just made contact in the chat, what should I say, here and there, corners are apparently cut off from the documents😡😡😡 I redid some of them so that the corners are visible. Then suddenly more requests for documents come up, I don't upload anything anymore, she said if I don't upload what they want within the next 30 days the account will be closed..😡😡😡 I want my payment in my account first. After that, it's fine with me. I want an agreement that the €2000 will be paid out and that the account can be closed after the payment has been confirmed. I don't have any more documents, I've done everything several times... now it's over 😡
Hello
casino blocked my account after I tried to reach an agreement via email. And my balance is affected because I still played a bit with a stake of €240 per spin, the balance is now €61,000 💶 😡😡😡
I just wanted to try to find an agreement by email and said that if that wasn't the case, then I would probably contact a lawyer as soon as they could reach me. As this isn't about €100 or €1000, but €61,000, I'll have to hope that a solution can be found, otherwise I'll have to go to lawyers and court, which I don't really want. I even said in the email that I would get the payment that I requested and part of the remaining balance. I would give up some of the remaining balance, but as you can see, it's blocked, they can't do anything else. They'd rather go down other avenues like courts. Well then, please 👍
Hello barkowrene59,
So far the requests of the casino are completely normal. If the screenshots do not meet the required standard, they can request them multiple times. Also many casinos block the player account until the verification is finished.
I would simply recommend to follow all of their requests even if they do it multiple times.
Meanwhile, you can also forward the documents to us too (the one rejected by the casino) to nikolas.b@casino.guru for further review.
Regards,
Nick
Well, from what I've noticed and what I've been told, they're not much help. I don't send any more documents anywhere, the account was verified, there's no objection. Everything was fine and suddenly when the money was paid out there was supposedly something wrong with the documents.?! Well, I realize they can't, or don't want to... so I'm leaving it to the lawyers, they're not going to do much with success in any way. The account was verified and ready and I'm not sending any more documents, no matter who sends them to whom. Especially not when they write in the chat what I should submit, the monkeys say that suddenly everything isn't enough and they always want more. They want to see whether my deposits are covered by the account. I say it's a MasterCard prepaid card, and if there's no credit on it, no deposits can be made. I also sent them the terms and conditions from gutKarte, where my account is. That no payments can be made as long as the account is not covered. So there's no point in asking me for any documents when it already says so in the description. The account will not be debited without a balance and I can't pay anywhere, whether online or at the checkout. So the questions are superfluous and there's no reason to want to see anything else. The only option they have is on my credit card that's saved, to book all deposits to my MasterCard as a credit. I'll then give up any damn winnings. I've got my money back, they can then delete and block all data, I don't care, I just want my deposit back in my account, either on the MasterCard or IBAN by bank transfer. Then the matter is closed for me. Otherwise it'll be with the lawyers!!
So if I get an answer here every 6 days, I still won't be ready to get to the result by Christmas. So I don't see how much help this is, I've already sent a lot of things by email. But there's no point in complaining because that won't get you anywhere. Whether you make compromises, send more information to the responsible employee here. I can look for a solution myself instead of wasting my time here. Although that won't get you anywhere. 😡👎
As a human being, I have a lot of patience but even that is somehow used up....sorry but I have to get this off my chest....
Dear Barkowrene59,
I hope you are doing well. I noticed that the requested documents have not yet been forwarded to us. Please be aware that casino verification can take up to 14 days, and additional documentation may be requested if there are issues with the initial submissions.
If you choose not to provide the requested documents, the casino will be unable to complete the verification process, and unfortunately, we will also be unable to assist further if cooperation is not maintained.
Additionally, please remember that the 7-day response window on our website is in place to manage the volume of complaints we handle, which can exceed hundreds at a time.
Could you kindly confirm whether you have complied with all of the casino's requests? If not, please note that we may not be able to offer further assistance.
Thank you for your understanding, and I look forward to your response.
Best regards,
Nick
Good day
I explain again that I have submitted all the documents I requested, but for 2 days in a row I was screwed over several times and one day I constantly created the request again and again and it keeps getting rejected. 😡👎 They tell me fairy tales that they aren't visible and that corners have been cut off. I've had enough of this crap here, trying to screw people over. 😡 I've had enough of it, I was generous again recently, overcame myself and submitted what could have been submitted again, also wrote about all the documents. To date, I have not received any reply or anything else. I also offered a compromise that they would simply transfer my payments back to me on a MasterCard or an IBAN, which I can then send to them. I would even forgo the winnings if I got the deposit back, then the matter is over in my eyes. Since I will never see the winnings anyway, I would like the deposit back. I also sent them terms and conditions for my payment method, which state that I can only make payments if there is credit, as the MasterCard is a prepaid card and payments can only be made if there is credit on it, to avoid going into the red. Even then, they did not respond or acknowledge it. 😡 They should tell me the bank details where they will pay my deposit back to me and then it will be fine. But trying to rip me off with winnings and deposits is going too far. I also canceled one method for security reasons, which is understandable. This means that some things can no longer be submitted. I sent them all of this and received no response 😡 It is sad and painful to give up the winnings as a result, but my deposits are going too far, I want them back. As quickly as possible, no matter how they do it. 😡
Dear Barkowrene59,
I've also requested you to send those documents to us to nikolas.b@casino.guru a week ago and still no e-mail arrived from you.
Please forward it for further review so we can check what could the casino find unacceptable on them.
Regards,
Nick
Have at the email address nikolas.b@casino.guru
Send all necessary information and documents that Goldwin received a few days ago.
Check your email inbox.
Thanks
so much for the timer? Expired hours ago, but you wait a week?? As I already mentioned, there is no solution here... Pure waste of time 🚫 👎 😡 🤬
Maybe I'll find another way. I should have saved myself the trouble of sitting on tenterhooks for a week, but I'm getting nothing out of it. I'm annoyed that it was pointless to report it to you. What have you managed so far? Nothing, just messing around, wasting valuable time. Nothing was achieved or accomplished. If you look back from the date I submitted my complaint to today...sad.
Since you are not able to help or reach people, we can end this here. It is a laughing stock, incompetent, I will not say anything more about it, and I also have no desire to submit a report or complaint here. ❌🚫👎😡🤬🚫❌
You don't need to contact me anymore about this crap, I don't want to put any more hope in here, I'm just wondering why you exist? Oh well, I don't even want to, I only know empty words anyway 👎 😡
Dear Barkowrene59,
I apologize for the delay in response, but I hope you understand the importance of the process I previously outlined. It is essential for us to gather as much information from the player as possible before contacting the casino to ensure a comprehensive understanding of the situation.
Please let me know if you would prefer to close the complaint or if you would like us to reach out to the casino on your behalf to assist with your case.
Best regards,
Nick
I sent them what was possible by email, but they didn't give me any response or confirm anything. The day before or after, I sent the casino what information was possible. They haven't responded yet, so I thought I'd try again. I sent them the options by email and wrote something about a few things. Despite that, everything is still the same today and they haven't accepted anything I've sent or written. The exact same thing will happen if you contact them. They'll look for excuses and mistakes and lie until the cows come home. You still haven't approved my feedback on this casino. I'm wondering why it's taking so long to publish this? Secondly, they also avoid the point that it is an illegal casino... they are scammers through and through, and they have just as little chance of changing it, I am 1000% sure of that. But please, maybe someone can teach me otherwise and that they can make a difference, it would make me lose faith, but just try your luck...😏👍 I have received enough information about the scammers, as well as from a lawyer who knows the casino and has good information... She said if I wanted to achieve something, I needed a lawyer from the Kürazauth area where it is difficult to get in touch with them. As they are not from the EU, there are no options from here, she told me that they chose this location on purpose because she knows exactly who can get in touch with them from here. Normally, after a few runs, you should have the opportunity to report them. For a complete ban to the authorities who could arrange this. With your cooperation and information, further investigations should not be carried out on your part. Instead, as I said, you should forward the information and have the account blocked. Completely from the authorities if they have enough information from you. But long story short, good luck and have fun with them, I have tried and done everything possible. It's over for me now, I'm relying on their skills or knowing how to sort this out in some way. And as I suggested my compromise, that they pay out my deposit. So that I get the money back, I'm painfully giving up the €61,252.95 if I get the deposit back without any messing around. And they stop annoying me with documents that are supposedly blurry, illegible or have corners and edges missing. Lol
Money back account close afterwards as soon as the payment is made.
So that I can finish this and also calm down, because my nerves are already completely exhausted.
Kind regards, René
Dear Barkowrene59,
I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru), who will reach out to the casino in an effort to determine the cause of the verification issue.
However, please note that if you have declined to provide a document requested by the casino, our ability to assist you will be limited. Without fulfilling their request, the responsibility for verifying your account no longer rests with the casino.
Wishing you the best of luck in resolving this matter.
Kind regards,
Nick
Good evening
I have provided multiple documents, 3 days in a row, and in the second to last email and contact with you here, I tried everything possible again, provided documents and described all the necessary ones and commented. To date, I have not received any response from the last time, which was also on September 19th. So somehow it's good that I don't have to let myself be fooled any longer. 3 days in a row and 2-3-4 times a day, I checked the game and tried to submit what works and what doesn't work and wrote something about it. So now you should think carefully about who is doing something wrong and who you are making a fool of!! ^^
OK, then forward it and I'll see how it goes.
Kind regards, René
Hello Barkowrene59,
I'm Michal, and I have taken over your complaint. I have reviewed your case and the evidence you have provided us, and I do believe all the pictures are clearly readable. While it is noted that the corners of your GutKarte are trimmed, I am confident that you can provide new images. Additionally, from your email, it appears that the concern pertains to the paysafecard payment.
I will contact the casino to shed more light on this matter. We would like to invite Goldwin Casino to join the conversation.
Dear Goldwin Casino,
I would appreciate your assistance in clarifying the reasons behind the rejection of the player's documents, especially considering that their account had been verified previously. The player has indicated that they submitted the required evidence; could you please explain why this is still considered insufficient? If there are additional details that cannot be disclosed publicly, please forward them to me at michal.k@casino.guru
Hello Michal,
Hope you are doing well!
The player hasn't responded to the last request for documents, which was sent to him on September 19, 2024.
He was asked to provide:
- A recent (not older than 3 months) gas/electricity bill or bank statement (only statements issued by commercial banks);
- A full bank statement showing all the deposits he made to the casino in September, 2024;
- A paysafe transaction history export in PDF format, showing the deposits made to our casino with PaySafe.
With regards,
Eugénie Lacroix
Good day
I'm doing so-so...on the topic 19.09.
I replied to the email. I can attest to this with the screenshot, since then I have not received any response. They should stop lying and not fool people or keep them waiting. I have attached the screenshots so that you can see that this casino is just lying.
I have written something about this which answers all your requirements 😡It's slowly getting to be me, I'm fed up with these scammers 😡 👎 😡 ❌ 🚫 👎
They should pay out my deposit and give me new bank details, and I will give up all of this winnings. And then, when I have received my deposit, the account can be closed after the payment has been confirmed. These are my fair conditions. It is painful to give up the nice winnings, but at least I would then have my deposit back. I can then put the matter to rest... then everyone can have peace!
MfG René
Hello Michal,
Thank you for your response!
Kindly review my previous reply to see exactly what you need to send.
The email you provided a screenshot of doesn't contain the files you were asked to send.
With regards,
Eugénie Lacroix
I have sent what is possible, you should read my emails more carefully and then you will know and understand the point of view!! Those who can read have a clear advantage, if you are not able to read emails at all or only partially, then find me an employee who is able to do so. And you should rethink your career choice 😏 👍 I was able to summarize in part everything that was requested and it was sent several times, whether by email or chat. It was days or weeks ago, so deal with it carefully or someone who is able to do so. Thank you 👍
Everything that can no longer be proven was changed by me and the associated things due to your mistrust and fraud. On my part, which is why some documents are no longer available. That's why you should read emails; everything was commented on regarding the missing documents. So everything has been said and done on my part. You can fool others about playing time, I have read enough reference sites and reports. You are an illegal casino that should be closed down again. You actually have no right to make demands; no EU casino is up in Kürazauth because nothing can be done to you that easily. But your time has come; investigations are in full swing. 😉 What would be important to me is for you to pay me out for my deposit!! I will forego any winnings unless I get my deposit for September refunded. I don't care what you deduct after that, otherwise if you want to play with me? Then I'll play with you while investigations and criminal charges against fraud continue. There is a saying that sooner or later we all get it, but then you can no longer expect a small fine. And to end everything on the subject of status, because I'm fed up with you. Let me know for my payment confirmation that I'll get my September deposit back. If I send you new bank details, I'll give up on the winnings!! If you don't agree to pay me out my deposit, even though I'd give up the entire winnings, only then!! We have nothing more to discuss here and the criminal prosecution will continue with a complaint against you!! Otherwise, I'll have it dropped after an agreement. It's in your hands...^^
MfG
Hello Rene & Michal,
Thank you for your reply!
First you will need to send exactly what was requested from you.
Once the documents are provided we'll let you know further.
With regards,
Eugénie Lacroix
Thank you for your response, Eugénie.
Dear Barkowrene59,
I appreciate your efforts in submitting the documents you have. However, it is important to emphasize that without the complete set of reasonable documents requested by the casino, we will most likely not be able to pursue your complaint. It is the player's obligation to furnish the necessary documentation, whether it pertains to winnings or deposits. Could you please clarify the situation regarding why have you used the paysafe card that is not registered in your name? This seems to be a significant factor in the processing of your refund. I trust you understand that utilizing a third-party payment method is typically considered a serious violation of casino regulations. This policy is clearly outlined in the terms and conditions you accepted when you created your account with Goldwin Casino.
It appears that the situation has arisen due to a breach of the terms and conditions on your part. Consequently, the decision regarding the refund of your deposits rests with the casino team. Unfortunately, we are unable to provide you with further assistance when fundamental industry standards have not been adhered to.
Good day
wrong, it had nothing to do with Paysef the whole time. There was a problem right from the start that suddenly turns a verified account into an unverified account. It has nothing to do with Paysef, the problem existed before then. I used my brother-in-law's Paysef account because Paysef support is simply very bad. And it's still taking a long time for my Paysef account to be released, or else my brother-in-law's account to be transferred. I've already sent several emails saying that this account will be changed to my name. This could take weeks or months, but everything has already been sent there. That I am using the account that my brother-in-law used. And even if I put the payment with Paysef in the attachment here, it can be proven. Even if the terms and conditions say otherwise, who takes the time to read terms and conditions for hours?? Hardly any people, but Paysef is not enough for them, as I also paid with my prepaid MasterCard. I then explained that a prepaid MasterCard can only be used with credit, as it is based on credit. So it seems logical that my deposit was also made with my prepaid MasterCard. There was credit, which I then explained, due to the circumstances and the mistrust. I blocked everything for security reasons. And canceled it because it all seemed dubious to me. In view of this, I can no longer provide any proof of the deposit. They neither understood that or do not want to understand it or acknowledge it. I can no longer provide any proof of that, thanks actually also to Goldwin. You should understand that everything is blocked and canceled because of such actions out of fear and fraud. As I said, I can prove Paysef payment so far. Even if it has not been rewritten yet, I can no longer provide the full deposit for September. It would only be fair of Goldwin to return the deposits. Due to the circumstances, I am painfully giving up my winnings of €61,000. Then it would be fair and correct to have found a compromise. I would simply like to draw a line under this, because it is not just the criminal proceedings that are getting on my nerves, the costs, the whole thing, to delay everything, I would rather end up in court than to fix this little thing. Pay out the deposits, I would send new bank details where they can go. And then the winnings, I have no idea what they do with them, I don't care at all even if it hurts. But an agreement has been reached, we can close it and that's it. I can't do more than contribute to it, it's in their hands. And maybe it's also up to you to agree this with them. Forgo winnings in return for a return of the deposits. To close it!! 🤧😏
Hello Rene & Michal,
Thank you for your reply!
Unfortunately we can't proceed with the verification strictly based on your statements.
Please send the documents which were requested from you, as they were requested by our team.
With regards,
Eugénie Lacroix
Goldwin, you have received all the documents and information you need. Everything else is ridiculous because it is not possible. Only those documents that have been submitted multiple times and for you to make another Paysef deposit are possible. The deposits for September are no longer possible because I have canceled everything for security reasons. If you do not acknowledge and accept this... and do not pay out the deposits, I would then forego the winnings. I will be forced to let the proceedings against you continue. Otherwise, I would stop it if you are prepared to pay me back my deposits. I will not add anything else, only if you need new bank details and pay out the deposits to my new account. I will only waive the winnings in that case. I have nothing more to say on this matter. I just want an agreement and conclusion, or I will go to court. It is up to you...
Many thanks
MfG René
Hello Rene & Michal,
Thank you for your reply!
I am afraid that I don't quite understand what you mean exactly.
All the documents that have been requested from you are regular verification documents and there should be no reason for you not to provide them.
With regards,
Eugénie Lacroix
good day Mr. Eugénie Lacroix
Documents were sent multiple times and not once or 2,3,4,5,6,7,8,9,10 and so on.
Enough documents have been provided often enough, end of story!!
The documents that cannot and could not be provided were always answered separately, as to why these specific documents could no longer be provided at this time. A very precise answer was given. But it seems that you do not read or understand the points, because you keep repeating yourself and do not address or do not want to address anything else. This is also the last answer I have given. So everything has been said in this email, either you respond to my request and offer so that we can put an end to this. Or you let it go to court and then we will see what happens to you. So today is the last time I will respond, if you are willing to come to an agreement with me on this so that we can put an end to this, let me know. Pay me out my deposits and I will give you my new bank details. I will then give up all my winnings if I get my deposit back by MasterCard. I'm also waiving Paysef deposits, I just want the MasterCard deposits back, I don't care about anything else...if you don't accept this offer, we have nothing more to say to each other. I won't answer any questions or request documents here, anymore. Either or? You decide to draw a line under it and pay out the deposits to my new account. Give up winnings and then only close the account. If that's not the case, if you want to take everything to court with me, then please 👍 😎
There is nothing more to say!!
Thanks so much
MfG
Happy Wednesday 👍
Dear Barkowrene59,
Let me ensure I have understood your situation correctly: you knowingly used a payment method not registered in your name to make deposits, which is a clear violation of the casino's terms and conditions, and you are now considering legal action against the casino. Is that correct? While you mentioned that you've requested to have your brother-in-law's Paysafe account transferred into your name, this hasn't been completed yet, correct? I'm struggling to see how this involves the casino, given that using another person’s payment method is a breach of the terms you agreed to and you are not able to provide the required documents the casino team has requested from you.
While I understand your frustration with the whole situation and would appreciate it if the casino considers refunding the deposits made via your MasterCard (which is in your name), this decision ultimately rests with the casino team as ultimately your actions caused the whole issue. I'm afraid I won't be able to provide any assistance to you.
it's not about Paysef Boa, it's always annoying to see and read one thing 😡 they want a September bank statement, which I can't submit anymore ... because I've canceled it... they don't want to see just the Paysef deposit 😡 uuh violation? Who is committing violations here, suddenly creating a unverified account with a verified account... that's a violation and fraud and not my small deposit where I made a mistake 😡 Terms and conditions bla bla looking for errors when the casino is an illegal casino, that's fraud, get smart, boy, that's enough of this damn shit. I was told that Goldwin is a fraudulent casino and is trading illegally 😡 it's not really entitled to make demands here 😡 and my account was verified the whole time and was confirmed to me a long time ago. 😡 If the verified account doesn't make a withdrawal and has never considered wanting to withdraw anything, then my small deposit shouldn't be the focus here 😡 or how should I interpret your behavior now?! Focus on the essentials and in the actual sense, what who, how and where is doing here!? 😡😡 You have zero competence in handling this correctly, and are attacking me for an accidental violation?? 😡
Where the scam casino is playing on time slots, which is illegal? Converting a verified account into a non-verified one? You should ask yourself right now what position you and the casino are in, in none!!!!
So that's all that needs to be said here, you were in no position to help and are attacking me because of an accidental violation?? Speculating on this matter which is completely absurd, although perhaps your cooperation with Goldwin is still certain, I have no idea what will happen. And then Goldwin violates everything that goes with fraud, constantly playing for time, unable to read or understand my emails. That there are no more documents because everything was canceled on my part, due to distrust of the casino. Which is completely understandable, everyone would act as quickly as possible. And constantly the same blather about the documents, although there have been multiple replies about it. 😡 Goldwin can continue their fraud, look for small errors where they should start with themselves. A court will rather give me approval for a small careless mistake. Because the biggest violation is Goldwin changing accounts that were verified. Constantly claiming documents are illegible, defective, corners are missing and so on 😡
So the situation is not over, just with Goldwin and with you too. Think carefully about your behavior and comments😡
and find the errors more correctly in the customer's complaint 😡
happy creating and have fun 👍
Communication ended with both incompetent parties!!! Thank you
Dear Barkowrene59,
Although your responses are quite extensive you still seem to intentionally overlook important points.
Regardless of whether your account was previously verified, it is evident that there has been a violation of the casino's terms and conditions. Although you might be of the opinion that the numerous emails (including a significant amount of unrelated information) you have sent to the casino team should prove your point, however, you have been informed that the casino team can't proceed with the verification strictly based on your statements. It is important to emphasize that without the complete set of reasonable documents requested by the casino, the verification process cannot move forward.
The closure of the account you were requested to provide the statement for September was initiated by you, thereby complicating yourself the option of providing the statement.
Additionally, it is worth noting that your registration with the casino was a voluntary decision; no one compelled you to do so. If you now perceive the casino as illegal, it raises the question of why you did not take the time to review the casino's reputation prior to creating your account to ensure it met your expectations. Given that this is not your first issue with a casino, and most of your complaints submitted to us were eventually closed as rejected, it may be prudent to consider who bears the responsibility for thoroughly checking the casino's legitimacy and adhering to its rules to prevent any future complications.
Furthermore, It's truly remarkable that you've managed to turn your frustration into a complete disregard for our complaint forum policies. Unfortunately, this means we won't be able to continue assisting with your complaint. Regrettably, your choice to use offensive language has forced us to reject your complaint.
I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
With all this being said, the decision to refund the deposits made via your MasterCard (which is in your name) even without the successful completion of the verification process ultimately rests with the casino team. Should the casino insist on the completion of the verification process before considering a refund of your deposits, I fully comprehend their position. While you are entitled to express a differing opinion on this matter, I regret to inform you that I am unable to offer further assistance, and I will proceed to close your complaint as rejected.
