GoodWin Casino - Player’s request to close his account permanently has been overlooked.

Request the closure of the account due to problems with online gambling on 04/06/2020, when requesting it I asked for the definitive closure, however I had a relapse and the account was opened without problems and I request the refund of these amounts since the account had than to have been closed and locked as I told you. I have the emails for both the request for closing due to problems with the game and the opening without problems, the transaction log after such emails, etc ... they take advantage of sick people and their money.

if it is not solved we will denounce. Greetings and thank you

Dear Xotin,

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 advise if you have received any confirmation about your account being closed? If there’s any additional communication between you and the casino, please forward it to petronela.k@casino.guru. 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

I send it to you with the subject xotin35, thanks

did you get it??? Thank you

Thank you very much Xotin 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.

Ok thank you very much, I have to do something else? Or will your partner contact me? Thanks from my heart

Do we know anything about the case? Thanks and best regards.

Dear Xotin.

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

Ok thank you very much, it is that otherwise we will denounce since they are violating the terms and conditions of responsible gambling and taking advantage of a sick person.

Hello

It turns out interestingly. Are you saying that we won’t worry about the players?

The fact is that this player repeatedly blocked at his own request (he did not ask to delete the account), and then he wrote a letter (all letters were saved), where the player asked to unlock the account.

According to our rules, https://goodwincasino9.com/en/info/policies, a player can block his account for 3 months, but if he sends a letter with a request for unlocking, we consider this case. All players have the option to ask to delete the account so as not to play in the future, but this player did not ask for such an option, the requests were exclusively about blocking.

In this regard, I do not understand the complaint of the player, who claims that we must compensate him for something. We did not force the player to write a letter of unlocking, where the player takes full responsibility.

If necessary, we are ready to provide all messages from this player to confirm our words.

Repeatedly request account closure forever for gambling problems. Before presenting any allegation and informed me, since I do not do things in a crazy way, and I am entitled to it since when I ask them to close forever due to problems with online gaming, the account must be closed and not let me play anymore. not even sending an email, THEREFORE THE RESPONSIBLE GAME. If you do not want to see it, we will denounce with all the emails sent and received and that the person with authority will judge the case. Since from Spain my lawyer and I are processing everything. You had to block my account at the time I announced the closure forever due to problems with online gaming. Thank you

And you say that I did not request the blockade ??? What closing forever is it ?? Tell you please close my account forever because of problems with online gaming, what does it mean? Because other casinos understood it perfectly.

If you are not going to do anything, the complaint will come to you and the person responsible decides.

A greeting I only ask for what belongs to me.

Once again, read our rules carefully.

https://goodwincasino9.com/en/info/policies

It says quite clearly what it means to close an account permanently and close an account temporarily (as in your case).

What claims can be made to us when you took full responsibility on yourself, wrote a letter where you acknowledge this and want to resume your game and, moreover, did not ask to block the account forever.

Another question is, if you won a large amount with us, and then lost in another casino, would you have a complaint to us? Or does this happen after you lose money?

We always block players according to their wishes, do not say that we are not fulfilling our duties. You can write to anyone you want, we will provide absolutely all the evidence that indicates our rightness in this matter.

You have not blocked my account. I have requested the closure forever due to problems with the game. You had to close the account and never open it under any circumstances.

I have asked and in the dgoj they are giving me the reason if you do not rectify we will denounce immediately. And how do I tell the person in charge to make a decision on whether they should close it or not, and if they would have to refund the money. a greeting

You say not to request closure forever I leave the proof. I think it is very clear what I ask for and says forever due to problems with the game. Thank you

To your question that if I only claim if I lose, I comment that I do not.

You can ask other casinos, and I only ask for what is mine since I asked for the closure and I ask for refunds from that day on. A greeting I think I am right, request the closure forever and I am showing it to you and you say no.

Do you want me to post a letter from you, where you take full responsibility and ask to unlock your account? This is not the first time.

I repeat once again, carefully read the rules of our site, you agreed with them when registering your account.

If I request the closure of my account due to problems with online gaming, you do not have to reopen the account under any circumstances.

that's responsible gaming.

Of course I request the reopening, I do not deny it, but once I say that it closes forever due to problems with the game, the account does not have to be opened any more, and less in 4 days.

Responsible gambling if I request closure forever because I am a gambler is not to be able to play anymore and not have relapses and to have my account opened as you have done to take advantage of a person's illness.

I request what corresponds to me and I can.

At another point, if you publish a single piece of information on the internet, I will denounce you again before the data protection law.

And if they are not going to return my income, I will report tomorrow, I do not have time to discuss online, I am clear that they have to reimburse me, I am just trying to reach an agreement with you so that this is not more expensive and cumbersome for both parties. Thank you

You first say don't ask for closure forever and I'll show it to you.

second when they see that if I request it they tell me that I asked them to reopen it And I say yes but legally when requesting the closure forever due to problems with online gambling they cannot open the account or at my request. Thank you

I see no reason to continue the dialogue, since you still insist on your own, although everything is clearly defined in our rules. You have the right to contact anyone for help, this is your business.

I have my lawyer who will contact you today. Its terms say very clearly that if I request permanent closure they have to do it however I have a screenshot of their terms and conditions for that day. Thank you I see that you do not understand the mistake made and wash your hands.

Its terms and conditions of responsible gaming state:

If you want the full access restriction, write us about it and we will remove your account from the system.

which I have requested with an aggravating problem with online gaming and they have not eliminated it.

I think that the people who read it will understand perfectly what I am saying, and I am not a liar but on the contrary I am sick of them taking advantage of our problem.

Greetings

Dear GoodWin Casino Team.

Please, could you bring more light into this case? The player clearly stated that he had the gambling problem, we believe such a player should be blocked as soon as possible without a chance to play in your casino again. Is there any reason why he was allowed to play. You have mentioned the letter, could you provide us with more information?

That's right, there are letters from this player, where he undertakes to take full responsibility for unlocking the account, where he asks to return his account.

I don’t know what letter he wrote before; I was given letters from this player, where he clearly wrote that I understand all the responsibility that he takes upon himself.

If necessary, we can provide this letter.

In this case, I write only on facts, based on the rules of our casino, where the player can unlock the account if he takes full responsibility, since we have the opportunity to block for a while.

I understand that if I want to close the account due to problems with online gaming, the account does not have to be reopened, even if I expressly request it because I have problems.

What you say is not responsible gaming or self-exclusion since I can return to play by sending a mere message.

My lawyer will contact you and the gaming regulator in your country since clearly my account had to be blocked and deleted at the time I request problems with online gambling.

However, so that everyone knows how their casino works, I have requested for the 10 time that they close my account for problems with online gambling and I still receive emails of money and promotions ...

their scavenging and abusive practices are coming to light and I hope that more people will denounce this way of taking advantage of a sick person and violating the terms and conditions of responsible gambling.

thanks greetings

I am not going to discuss online we are just waiting for the legal deadlines to report.

three things:

-violate terms and conditions of responsible gambling.

-telematic crime

-taking advantage of a person's problem with online gaming.

Dear Good Win Casino team.

We have just finished with a detailed examination of the case. I am sorry but I will not provide you with a satisfactory answer. 

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. We also consider the rule from your T&Cs as not suitable with the terms of responsible gambling. 

Since Xotin clearly stated that he has the gambling problem and requested his account to be blocked "forever", we believe he is entitled to the refund. 

Please, could you reevaluate the case? 

Well I see that no one answers we have already waited long enough. A greeting I appreciate all the support of guru. Thank you

I will wait 1 day and we will file the complaint.

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’.

The casino does not respond to anything, which lacks education and respect for customers.

He is really being portrayed and when the complaint arrives to see if they do not say anything either. Thank you

We are very responsible for players with diseases - so in this case we will return all his deposits If the player provides with notarial attestation from his attending physician that he is a gambling addict.

Can you tell me when and how the refund will be made?

Can you tell me how I get my money back ???? Please

If you provide us with the necessary documents, we will contact you and discuss convenient ways for you to receive funds.

I do not understand anything, I ask in the internal chat of the casino about my claim and they tell me that I have to send them a report from the psychologist that I am ill ...... I have been enrolled in excluded for gambling problems for over a year :

And if they put me one more snag to return my money, I continue with the complaint since I have already filed it. Thank you

The answer has been removed and I don't understand why.

Dear Xotin.

Although we believe there should not be required any document and you should not have been allowed to play in a first-place.Are you able to get such a notarial attestation from your attending physician that you have a gambling problem? We would like to help your case and this would get you your money. 

Xotin, I had an error message so I had to delete it. I am sorry for the inconvenience.

I cannot but I have asked the tax office for a duplicate of my registration as prohibited in the tax agency since I have just called and with that they have to spare they have told me. Thank you

Please, forward it to my (jozef.k@casino.guru) and the casino email adress.

I am extending the timer by 7 days.

Ok they send it to me this afternoon and I'll send it to you. Once sent, what else do I have to do?

If it is sufficient for the casino you will receive the amount.

What if it's not?

I just sent the documentation.

If the document is insufficient then we will continue with the resolution.

I am convinced that we are close to the resolution and there is a great chance to satisfy both sides. It is obvious that the casino is taking your case seriously. 

We would like to ask the GoodWin Casino to react to your documentation. We are extending the timer by 7 days. 

Xotin, I recommend you to provide the casino additional time since the relevant department has to accept your document. I am convinced that they will provide us with the response soon.

Good day

We have indeed received a document from you.

Now let's go in order.

This is not at all the document that we required from you. We asked for an opinion from a doctor, this document only confirms that you yourself sent a request for a ban on gambling, without a conclusion that you really have problems (from a doctor).

Moreover, we got acquainted with this document, which says that the term of this document is unlimited, BUT, the player himself can cancel this agreement at will after a while. Also, the document has a start date 2019-07-05.

You yourself, voluntarily came to our casino at 2020-05.20, without telling stories and without providing this document, you started playing, i.e. either you have canceled the validity period of this document, or you yourself have violated it. Do you understand what I'm talking about? If this document was valid at the time of your registration and playing in our casino, then either you cheated your own document and regulations, or you yourself canceled its validity period.

What complaints can there be against us after all this? You are trying to cheat the system, using your problems to your own advantage, trying to beg for money back.

Look, I haven't tried to fool anyone. When I requested the closure of my account myself due to problems with the game, what you should have done was close it, period. And it was not so. That they do not want to return the money today we will proceed to activate the complaint again.

They call me a liar and wanting to ask for something that is not mine ...

Come on, they have already disrespected me enough.

I personally requested the closure of my account forever due to problems with the game and you have not done it, I have nothing more to discuss.

And the document has a date of the day that due to my problem prohibits me from entering and registering in online gambling. Don't try to turn him around and cling to pointless arguments.

I am tired with this process, the best thing is to continue with the complaint and to legally return my deposits since you only make mistakes so that you do not have to return what you did not have to have entered since I voluntarily expressed it in all emails. Thank you

I have not violated anything if or quite the contrary since you have let a person play who is prohibited. The one who violates the rules is you. I have a problem and you take advantage of it. Rest assured that my lawyer is telling me not to argue anymore. Thank you

and I have not canceled anything gentlemen. You let people who are self-excluded play and that is serious at least in my country.

and once let me play and I try to close my account telling them that I have problems with the

The game did not matter to them and they continued to let me play.

Find out a bit because the complaint will be filed the moment you leave work. I've been waiting a month.

and that they allow themselves the luxury of having that attitude with me and that bullshit and lack of education I do not allow anyone.

I want to ask Jozef Krucay if I can attach this chat to the complaint?

I'm seriously paying a lawyer and I want to end this.

And it hurts me that after requesting the closure of my account due to problems with the game and they do not close it on several occasions they tell me that I am trying to deceive the system ...

I think the doctor's document is not a relevant requirement as they clearly opened my account after I specified the game issue.

Thank you