GoodMan Casino - Player’s attempts to block his account have been overlooked.

I was enjoying this casino playing normally and am fully verified. I had a big win recent for 5.8k euros and was very happy. When it came time to withdraw they delayed my withdraw for over 4 days yet on their terms it writes up to 3 days for e-wallets , i went on live chat many times asking what was going on as i was extremely fed up and frustrated they kept making excuses so i decided to close my account and wait for the withdrawals. I asked twice on live chat how to close my account and was told that i cannot close my account whilst a withdraw is pending. I thought this is crazy i am bring forced against my will to keep my account open! i had 3 withdrawals, 4000, 700 and 1115. After 4 days they processed the 4000 and the 700 but the 1115 was cancelled by them and put back in my balance. I was told that the max limit is 5k per day for withdrawals, i wanted to close my account immediately but as they told me i cannot close with a pending withdrawal i ended up playing and losing the 1115k and and additional 2445k. I was then given a personal vip manager, i asked him straight away what are the close account procedures as i was suspicious. He told me i am allowed to close my account anytime even if i have withdrawals pending! I obviously realised then that i had been lied to and tricked into keeping my account open so i could pay which happened. i would like all my deposits back from the first moment i asked to have my account closed.

Dear Tellz1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Responsible Gambling section, and this is what I found https://www.goodmancasino.com/responsible-gaming:

"Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated."

Could you please forward all the relevant communication to petronela.k@casino.guru? I have received all the screenshots of your deposits but only one live chat conversation.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

Thank you for your fast response, i have emailed you the remaining screenshots. Awaiting your response.

Thank you very much, Tellz1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, i hope it will be resolved too. This whole thing is frustrating, the quicker the resolution the better. Awaiting contact from Jozef.

Hello Tellz1.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi again, i have heard back from my vip manager. He said they will return the funds. He has not mentioned how much and when however. Please hold on and will update shortly when i know more. Thank you

Hi, well the vip manager said i will be refunded but he has gone silent. I have not received any email or confirmation. I just want my funds returned to my skrill account not my casino account. Have you spoken to them?

Dear Tellz1 and CasinoGuru Team,

We would like to share with you some great news. We have reviewed this case and decided to refund the amount of rejected withdrawal, as well as sum of all the deposits made since September 6th.

We believe that such solution completely resolves all issues and leaves all parties satisfied.

The refund of funds has already been successfully processed. In this way, we’d like to encourage you to update the status of this complaint accordingly.

Thank you all for cooperation! 

Kindest regards,

Goodman Casino Team

Hi, yes i received the funds today. Thank you very much for your help and for the help of casino guru. This case can now be closed.

Dear Tellz1,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef