GoodWin Casino - Player’s attempts to close his account have been overlooked.

Desde el 10 de octubre comuniqué mi recaída otra vez por ludopatia en este casino.Sin ningún problema me han abierto la cuenta.Me he gastado en este casino mucho más de lo que reclamo.Solo pido hasta que ellos tenían constancia de mi enfermedad y les da igual todo.

Dear Janquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked general terms and conditions on the website, and this is what I found https://goodwincasino.com/sk/information/terms?policy=conditions:

„The Customer may close his/her account (including deleting username and password) any time by sending us an email to support@Goodwincasino.com.

The client is solely responsible for any transactions in his/her account until he obtained confirmation of its closure."

Is this the email address that you have sent your email to?

support@Goodwincasino.com

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Janquel, for providing all the necessary information via email. 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.

Hello Janquel.

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

We would like to ask the GoodWin Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello everyone.

The situation is as follows, the player has repeatedly asked to block his account, which we did.

At the same time, the player very often asked to unblock the account, to which he received the answer that if he really wants to unblock the account, he must send a response letter, where he takes full responsibility and has no complaints in case of unblocking the account, which the player did.

The letter that the player sends to us allows us to refer to this letter in case of dispute. The player is aware of this and agrees with it himself. The player himself made such a decision, of his own free will and agreed to the terms.

We care about our customers and immediately block players if they ask for it.

At the same time, if the player takes responsibility and decides to return, he can do it, which is described in our rules.

In such cases, the player assumes responsibility and agrees that he has no claims against us / allows us to refer to his letter in case of dispute.

Así es, cuando una persona cierra su cuenta por ludopatia es un enfermo que no domina sus impulsos.Estoy en tratamiento psicológico y psiquiátrico.Hoy mismo me puse en contacto otra vez con Goodwin casino y sin problema les pedí que me abrieran mi cuenta.Me responden :si mando un correo a soporte que me hago responsable de mis actos me a abren otra vez mi cuenta(he aportado el correo a casino gurú)el juego responsable y la salud de las personas les importa una mierda solo el dinero.Los casinos con dignidad saben de un problema de ludopatia del cliente y no se la vuelven a abrir más.Juego responsable cero.Casino gurú tiene los correos de mi cierre por ludopatia mandados a suppor Goodwin.

Un ludópata no es consciente de sus actos solo la necesidad de jugar sin ver el daño que se está ocasionando.Es poco ético hechar la culpa al vulnerable enfermo y quitarse ellos la responsabilidad que les pertenece.

Dear Good Win Casino team.

Thank you very much for your cooperation in this case.

Unfortunately, our position regarding similar issues is clearly explained in our FAIR GAMBLING CODEX (link below).

https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions

All casinos should have well-executed responsible gambling options that involve self-exclusion. Whenever a player self-excludes, they shouldn't be allowed to play until the predefined period of time is over.

We believe that the letter from the player should not change self-exclusion due to the gambling problem and it is very uncommon in the industry. Please, be aware that it is even obvious from your statement that the player experienced gambling problem:

"The situation is as follows, the player has repeatedly asked to block his account, which we did.

At the same time, the player very often asked to unblock the account".

An addicted player will sign any letter to play when he is rush and he should not be allowed to play (maybe in some unique cases, but with a proper cooling-off period).

The clear request of permanent block/self-exclusion because of the gambling problem is very serious and it is not something that can be forgotten with the letters from the player. We also consider the rule from your T&Cs is not suitable with the terms of responsible gambling and I see this case as a chance to improve your responsible gambling so similar cases will not repeat.

GoodWin Casino team, may I kindly ask you to reevaluate the case, please?

You are considering the situation solely from the side of the player, let's be extremely honest and consider the situation from both sides.

At the moment, the situation looks like an attempt to abuse the financial system.

1) We have clear rules about the ability to block an account. We did it.

2) We have clear rules, where it is also written that the player can unblock the account after the letter, where he takes full responsibility and will not have any claims.

If the player really wants to give up the game, he can do it. Our rules contain services that you can contact to solve this problem once and for all.

What happens now: the player (for some reason) chooses our casino to continue playing (apparently he likes something in our casino) and decides to continue the game, taking ALL RESPONSIBILITY on himself. Please note, if it were not for our casino, he could continue in any other casino where he is not blocked or playing. This is solely the player's decision. We all understand perfectly well that since he decides to unlock with us, it means that he has a desire to play. One gets the feeling that this is an abuse of our financial system, because the player remains in a no-lose option - either he wins money and withdraws, or he loses and files a complaint that he was unblocked and asks for money back.

It shouldn't work that way. Either the player decides that he stops playing at all, turns to services that will help him with this, or he takes responsibility for himself and then has no complaints.

Let's be realistic and be honest with both sides, not just view the situation from the player's perspective. There are clear rules of the casino, we do not break them, and the player, in turn, agrees with them. So why should we now go against our rules, if they exist and we have not broken them? The answer remains unclear to us.

En ningún momento intento aprovecharme del casino,he perdido miles de euros en vuestro casino.Solo reclamo desde que puse en conocimiento el cierre por ludopatia.Estoy inscrito en la DGOJ en terapia psicológica en FEJAR y tratamiento spiquiatrico.No logro de pensar en el puto juego y eso es lo que mi mente enferma me hace de querer cerrar y abrir mi cuenta.Como ludópata no es vuestro casino lo que me llama sino el que me abre sus puertas sabiendo de mi enfermedad.Es el no poder parar de jugar.Ustedes saben perfectamente de la enfermedad pero no os importa la salud solo el dinero.Y vais a excusarse en que yo me quiero aprovechar,es al contrario habéis abusado de un vulnerable ludópata.y ustedes lo sabéis de sobra.Os puedo mandar sin problemas los documentos de lo que os digo.

So why did you register with us and start playing if you have documents confirming your problems? This is just like trying to abuse the financial system.

You did not provide such documents when you first requested a lock (and never at all). You start talking about these documents and problems only here, when you created this topic and ask for a refund.

If you have problems and you realize this, then you should have immediately told about them and provided documents, and even better not to register and play with us. Now we get a scheme: you know that you have problems, you have documents, but you register with our casino, lose money and open a topic with a complaint. This is a win-win situation for you, because if you had won money and withdrawn it, you would not have created a theme and would have continued to play. According to this scheme, players can try to abuse our financial system if they lose money with us, and then say that they have documents about the problem with passion, but note that not a single player provides these documents to us personally, but wants to talk about them here when creating a topic with a complaint. This is not correct, we do not agree with this position of the players. We did not violate our rules, and the player took full responsibility and understands this perfectly.

Me registro en vuestro casino por una recaída en la ludopatia,el ludópata no cobra el ludópata necesita jugar ustedes lo sabéis,estos documentos solo valen para el registro en España,ustedes al no tener licencia para operar en España no tenéis dicho registro de las personas inscritas.Cualquier persona como yo que pide una autoexclusion por ludopatia en cualquier casino no necesita presentar documentos automaticamente no te abren la cuenta más.Estos documentos son para no poder entrar en ningún casino en territorio nacional(España).Habeis abusado de un enfermo ludópata sabiendo de su problema.Y los documentos es para ratificar que no engaño como ustedes.

We do not deceive anyone and act in accordance with our rules, which by the way you agreed with when registering with us.

Señor le vuelvo a reiterar que el registrarme en vuestro casino y jugar fué una recaída mia y asumo mi responsabilidad.A partir de que mando un correo diciendo que me cierren la cuenta por ludopatia ustedes no deberían haberme abierto la cuenta más.Y lo que reclamo es el monto después de mi cierre de la cuenta por ludopatia.No reclamo el monto antes perdido del cierre de mi cuenta.

Pondré mi denuncia que corresponda,hablaré con el banco a ver todos los cargos,por que veo que no se quieren enterar que es el juego responsable y aparte sabéis que cuando he ganado algún premio no lo he cobrado por que soy un adicto y ustedes contáis con esa ventaja.Habeis abusado de una persona sabiendo de su problema de ludopatia.Eso es una falta muy grave.

ludopatia

términos y condiciones

Do I understand you correctly that you claim and accuse us that we got access to your mail and deleted some letters? This is nonsense. I have never seen this before. Absolute lies and slander against our casino. I ask the administration to pay close attention to this and request confirmation of the words of this player, otherwise I further refuse to conduct any dialogue after such statements. The player is brazenly looking for any ways to slander our casino and add negativity. I say 100 percent that this is a lie.

En ningún momento intento difamar ni tengo nada en contra con este casino que no sea la apertura de mi cuenta sabiendo de mi problema de ludopatía.Me parece un casino excelente y una atención al cliente excelente.Cuento lo que ha sucedido en mi correo electrónico.Si dichos correos han desaparecido por arte de magia,solo tengo las capturas de pantalla.Si no habéis sido ustedes pido perdón por dichas acusaciones.Mis respetos.

Hello there,

Dear GoodWin Casino team.

Unfortunately, I have to disagree with your statement that we are considering the situation solely from the side of the player. Our position is clear and independent (backed by experiences from over 3000 online casinos). I am not sure if you remember but there was a completely similar case (link below) where our position was the same (it got resolved). 

https://casino.guru/goodwin-casino-player-s-request-to-close-his-account

We believe that the letter from the player cannot change self-exclusion due to the gambling problem. The clear request of permanent block/self-exclusion because of the gambling problem is very serious and it is not something that can be forgotten with the letters from the player. 

Of course, we agree that the player accepted your T&Cs and it can be found there, but it does not mean that it is correct with the terms of responsible gambling which I have also mentioned in the previous complaint from the summer and our position can be also found on the link below.

https://casino.guru/fair-gambling-codex-for-casinos#self-exclusions

In this case, Janquel clearly expressed the gambling problem and you blocked his account which was correct behaviour. But after the following situation:

"The situation is as follows, the player has repeatedly asked to block his account, which we did.

At the same time, the player very often asked to unblock the account"(clear signs of his addiction),

asking the player to sign a letter that he takes responsibility is completely unjustified. An addicted player will sign any letter to play when he is in "addiction rush" and he should not be allowed to play (maybe in some unique cases, but with a proper cooling-off period).

Therefore, we are convinced that the player is entitled to the refund. GoodWin Casino team I kindly ask you to reevaluate your position at least for the future because many other of the addicted players can get harm with this.

Please, be aware that I am closing the complaint as unresolved and if you change your decision you can reopen this complaint anytime.

Dear Janquel.

I am very sorry we could not help you more. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru