The player's deposit did not arrive in his casino account. The casino has provided proof that the player has received the funds in his casino account. The complaint was closed as "rejected".
Goldwin Casino - The player's deposit did not arrive.
Amount: €22
Goldwin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day
I had paid in and the credit would not be credited to me according to the customer chat on 10/19/22 I was told that the finance department had said that it had caused a chargeback and that it would take 5 days. It's now 5 days and no refund has been received
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1 year ago
Dear Timandre47,
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
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1 year ago
Translation
I wrote to the casino again in the chat today, should wait another 3 days if no refund has been received from the casino by then, should I take a screenshot of the account statement from October 20th that no refund has been received, send them in the chat to the finance department
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1 year ago
Translation
Haven't received the refund yet and want to stall. They had 1 week to process it. Well this afternoon I sent my MasterCard account statements for the last 7 days that have not received a refund and I have just written to whether the finance department has received a response and now they wanted the MasterCard account statement for the last 14 . I sent them days and I should be patient. I don't want to wait another week.
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1 year ago
Dear Timandre47,
In such cases we always recommend to wait at least a month for the issue to be resolved. If you did provide both sides, the casino and the payment provider all the proof, it is only a matter of time before you would get your money.
Please let us know if there wouldn't be any update until the end of next week.
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1 year ago
Dear Timandre47,
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.
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1 year ago
Translation
I asked about the status of the processing of my case in Goldwin Casino's chat on Monday and asked again yesterday. Got the same answer as on Monday that the finance department will process the case as soon as possible. Nothing has happened for almost 4 weeks
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1 year ago
Translation
I ask you to help me 20€ is a lot of money and I don't want to give it away
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1 year ago
Thank you Timandre47 for all the information provided. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Dear Timandre47,
I am so sorry to hear your refund hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Goldwin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Goldwin Casino,
Could you please state why the player's refund has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Hello Stefan & Timandre47,
Hope you are both well!
I have checked and I can see that indeed the player had a ticket opened with our Finance team regarding a deposit made using a card.
This ticket has been closed by the Finance team as the deposit in question was already credited to the player's casino account and used.
The player provided screenshots of two separate transactions, as follows:
1. Transaction id: 07ddcb2e0f8b-4eaea0e6-1df946c77622 with date 13.10.22 which was declined by the player's bank. This can also be seen in the screenshot the player provided here (status shown as "abgelehnt" -"rejected"). The bank statement provided by the player shows no funds were deducted for this transaction.
2. Transaction id: 4458699296 with date 13.10.22 which was successful and credited the player's casino account on 2022-10-13 14:19 (GMT Time).
To double check this the Finance team has requested an official bank statement from the player, which he provided for the period October 09 - November 07. During this period there is a single successful transaction with our casino, made with a card, which is the transaction that was credited on 2022-10-13 14:19 (GMT Time).
With regards,
Eugenié Lacroix
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1 year ago
Translation
The transaction was illegally debited from me in the morning without my consent because I was working at that time. But this transaction was not credited to me at all in my player account it says in the transaction was not credited to my player account. If Goldwin Casino says it was supposedly credited to me at 14:19 they should send me sufficient player history because Goldwin Casino doesn't offer that in the player account under transaction only deposit/withdrawal/failed but no player history
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1 year ago
Dear Goldwin Casino,
Could you please provide us with the player's game log to my email address stefan.m@casino.guru?
Thank you in advance for the provided documents.
Kind regards,
Stefan
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1 year ago
Hello Stefan,
Thank you for your reply!
I have forwarded both the players deposit and play history for October 13, 2022.
Please let me know if you need any further information from our end!
With regards,
Eugenié Lacroix
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1 year ago
Dear Goldwin casino,
Thank you for the provided information.
Dear Timandre47,
I have reviewed the provided documents from the casino. You deposited 20€ at 14:19 and 20€ at 14:50 on the 13th of October. It is clear from the game log that you have been playing with the deposited money.
Therefore, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be more of help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Stefan
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