GoodWin Casino - Player’s attempts to self-exclude himself have been overlooked.

Dear Marc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? 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 clearly stated the reason why?

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

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

Is the abovementioned email address the one where your requests have been sent?

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

He enviado muchos correos. No los tengo a mano, incluso he hablado con los que dicen ser managers, tales como Oksi, Alex etc. Es una verguenza

Hello

I checked this situation. You have not written letters with a request to block your account by mail.

As correctly noted above, in order to block an account, you must write to the mail support@goodwincasino.com

In the mail from you, the last message was received already in 2020, what complaints can there be against us?

Please, if you want to block your account, write to this address support@goodwincasino.com

El 24 de febrero y el 19 de julio envie dos solicitudes de las que aun no habeis respondido.

Por supuesto que he enviado muchas veces para cancelar y bloquear mi cuenta y no lo haceis

I do not know where you sent these requests, but our mail does not contain letters from you in 2021.

If necessary, we will provide screenshots.

Please write from your mail, from which you are registered with us, if we receive a letter - we will block your account.

Thank you very much, GoodWin Casino, for your assistance.

Dear Marc,

If you still have emails that you have sent, please forward them to petronela.k@casino.guru. Please understand that without supporting evidence it is close to impossible to confront the casino. If you don’t have those emails and you wish to self-exclude yourself permanently, send an email to support@goodwincasino.com, clearly state the reason why you wish to self-exclude, and specify the time period. Thank you in advance for your cooperation. 

Ayer mismo ya envié el correo. A ver si esta vez no se lo pasan por alto

Now we have received a message from you and immediately blocked.

Thank you very much, Marc, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

The player was blocked as soon as we received a message from him to the desired mail.

Please close this topic.

Dear Goodwin Casino team,

Could you please forward any supporting evidence that the player's account has been closed? My email address is petronela.k@casino.guru. Thank you very much in advance.

Yes, i have sent you a screenshot from our database.

We received evidence from the casino that the player's account has been blocked. As the issue has been successfully resolved, we will now close the as ‘resolved’ in our system. Thank you very much, both sides, for your cooperation and confirmation, and, Marc, please don’t hesitate to contact us if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru