The player's self exclusion failed, as he was able to reopen the account and deposit. Since the player reached the regulator, we did not want to interfere, and we will wait for their decision. Later, we were informed that the regulator decided in favour of the casino.
Goldwin Casino - The player's self exclusion failed.
Amount: Can$300
Goldwin Casino
Safety Index:Above averageSafety Index
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6.9
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Case closed
Our verdict
Regulator: Casino was right
REJECTED
Case summary
1 year ago
Public
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2 years ago
Translation
Despite information about my gambling addiction and the request to close the account, the casino left the account open.
I wrote an email about this. I was also answered, but only with the possibility of limits.
Unfortunately, the casino did not act as expected. I have clearly ordered the account closure. Afterwards I was able to deposit around 300CAD.
I am awaiting the refund after Goldwin Casino broke their own Responsible Gaming Policy.
Thanks
Automatic translation:
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2 years ago
Hello Basel999,
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 if your account was verified in the casino and since when exactly? How did you request for the self exclusion - can you please forward the exact request to nikolas.b@casino.guru?
Is your account currently still active?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Dear Nick,
can you please wait to publish:
I sent the case to the regulators and they opened an ADR case and now asked the casino management to resolve the case. Maybe that will be clarified. I'll get back to you if the case is resolved or not. Thank you
LG
Thomas
Automatic translation:
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2 years ago
Hello Basel999,
I will set the timer until we receive any update from you regarding the case.
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2 years ago
Translation
To date, neither party has done anything, including the licensor. no one cares please post the case thanks
Automatic translation:
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2 years ago
Thank you Basel999 for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Basel999,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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2 years ago
Hello Jozef & Thomas,
Hope all is well with you!
I have checked and the player has already filed a complaint regarding this with the regulator.
As the complaint it currently still ongoing, any communication and evidence will be sent through the regulator as part of their ADR process.
With regards,
Eugenié Lacroix
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2 years ago
Translation
Good morning,
that is correct.
please wait for processing. Kind regards
Automatic translation:
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2 years ago
Hello there,
thank you for all the information. I will now close the case as 'waiting for regulator'. Please, inform me about their decision at the email address below.
Best regards, Jozef
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1 year ago
Dear Basel999,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,Jozef
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1 year ago
Translation
Unfortunately nothing was done. The regulator has not responded
Automatic translation:
Sensitive attachment
Sensitive attachment
1 year ago
Hello Jozef & Thomas,
The regulator has completed their investigation and closed the complaint in favor of the operator on 28 September 2022.
The player has been informed of this directly by the regulator.
Please review the attached screenshot.
With regards,
Eugenié *******
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1 year ago
Translation
Good morning
I am very happy to respond to your comments!
the supervisory authorities have confirmed to me that they offer their service illegally in Switzerland!!!
their license is illegal!!! Just because your supervisory authority thinks you are allowed to operate in Switzerland means that you are allowed to do so for a long time.
Your regulatory body decides 99% in favor of Teer Casino providers - of course - you pay license fees.
They even withheld the credit and did not pay it out.
a bad casino!!! I can only recommend everyone never to play here!
Automatic translation:
