Goldwin Casino - The player's winnings were voided.

With a bonus of €25 I reached up to €10,000 and

they have been withdrawn from the bank account when I requested the withdrawal alleging unjustified lies

Hello Juan,

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 what kind of bonus did you use? Was the 10 000 voided by the casino? What is your current balance there? Is your account verified?

Did the casino explain the reason of voiding your balance?

Looking forward to your answer.

Regards,

Nick

hello. I made a deposit of €50 and they gave me a bonus of €25.

When I reached €10,000, I requested a withdrawal and they put my account at €0, alleging that the maximum spin was €5 and that I had made a spin of €6, but yes. Allege if before or after the bonus, if before or after benefits and without more answer than that. And I've been fighting for 2 months

Hello Juan,

Could you please advise how many bets did you do above 5€? Can you access your betting history and forward it to nikolas.b@casino.guru please?

They do not give me access or information about said bets. They also don't tell me if those bets were winning or losing and if they were already out of the bonus.

with an income of €50, they give me €25 and I reach €10,000 in the account and I

They remove everything...

Thank you Juan for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Juan,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Goldwin Casino to the conversation to participate in the resolution of this complaint.

Perfect. We already did that with curaçao and it's no use. Between them the lies and excuses are covered

Hello all,

Greetings from GoldWin!

In this case the player has already opened a dispute with our regulator regarding his complaint.

The investigation in his case is still ongoing and, until it is completed, we will only provide information and communicate with the player through the regulator.

Also, since the regulator is the final escalation point for complaints, the decision they will take on the case will remain final.

All the best,

Eduard.

Dear Goldwin Casino team,

I'm sure you can provide us with the player's game history and mark the date and time of the bonus activation and completion since there is usually no sensitive information. My email address is peter.m@casino.guru. Thank you.

Peter, as you can read and see in your writing, they try to hide and also not respond to any mail.

#team goldwin, what is the difference:

Also, since the regulator is the final escalation point for complaints, the decision it will make on the case will remain final.

I assure you

that in the event of an unfavorable outcome, there are many more institutions in the world to call and, above all, to extend your

modus operandi.

I am sure that in the event of an unfavorable outcome, I will do everything that is in my

hand to get to act as a speaker so that you lose in negative effect in marketing and more than what you are stealing from me

Hello Peter,

I have sent you the requested information via email, also mentioning the terms and conditions which the player breached.

While I am always open to provide information to any third party the player chooses to mediate his complain, it is also important to separate complaints that come in good faith and others which are only meant to cause negative publicity to the casino.

In this case we have provided all the information both to the player, before he chose to file his complaint, and also through the regulator as part of their investigation.

In terms of bonuses all online casino's have rules and limits which a player must follow, the player being solely responsible for following them accordingly. Our 24/7 Live Chat support is available to assist players in case they need clarifications regarding any of the rules.

All the best,

Eduard

Dear Eduard,

Thank you for the evidence provided.

Dear Juan,

After looking at the evidence from the casino, I'm afraid, there's not much we can do. The game history suggests there were quite many bets made over the max bet limit (some of them gave you winnings). If you don't have the game history, I can forward it to you, let me know (peter.m@casino.guru). Unfortunately, your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter