GoodWin Casino - Player’s struggling to receive her bonus winnings.

Dear Cvetanka,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. We will contact the casino and ask for their assistance, but, before we do that, please allow me to ask you a few questions, so I can understand the whole situation completely. How much you have requested to be withdrawn? Was the whole amount of €2.366,51 accumulated with the bonus play? Could you please forward me a link of the specific bonus offer? I would like to check promotional terms and conditions. And last but not least, have you received any of the above-mentioned winnings? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi

No

I sent few screenshots with previous history of bonuses. 

The last Time max Cash out Should ve been 1800eur (15x120e), that means 15x deposit, as always

I had around 1718 eur on balance and they buried down 447eur and left 1269 on balance

Yesterday they had wrong calculated Cash back so I write to them and they admitted

Something with the system IS not right or they do it on purpose

Will send you more screenshots

Thank you very much Cvetanka for your quick reply. I can confirm, that we have received the screenshots. 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 Cvetanka.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino.

I dont like repeat my words but its impossible to withdraw 1269 eur if the maximum withdraw using that bonus is 1200eur

Simple as that

And we are tired of repeating the same thing to you, that it learned to win from free spins over max. winnings. Absolutely all this information was provided to the licensee and you, you are well aware of this to everyone, but write it here again.

Sorry i dont understand you

I ve provided many screenshots which indicate that your employees have 3 different versions of truth

3 different statements

So ,its 1200eur max or 1200eur plus winnings of free spins?

Cause if its second version ,still does not match

Its not about 447 eur,its about justice and truth.

Players should be aware that you are changing the terms 

My terms on my bonus tab info was 15x deposit ,i will say again,such a waste i didnt made screenshot,i didnt think it will be useful

And yes,your system steals and we both know that

One week ago it was wrong calculated my cash back,less then i should get ,of course.

I hope you will admit it here as well,cause i have proof

But ,anyway,i am tired of your lies but not close my account there until this case get solved

Kind regards

I honestly do not know what you are counting on, given that both we and the licensee have answered you in detail.

Your maximum bonus winnings were 1200 + winnings from free spins. You claimed that you didn’t receive 20 euros from free spins, but in fact you made bets during the calculation of these free spins, and we went to your meeting and added the data of 20 euros, paying more than you should, just to go to the player to meet and leave good impression. What do we see as a result? You are again unhappy. All that I write about here was provided to the licensee, he checked it and confirmed it to you in a letter.

Further, who told you that they gave you a bonus with a max win of x15? I have a letter where you ask me about this bonus - and I clearly wrote to you that this bonus is NOT AVAILABLE for you and for everyone. You understood and read it. Does this bother you? No.

This bonus is not obligatory at all, it is a separate bonus for our needs, we have the right to change the terms of the bonus, and since we decided that we need such a bonus, then that is the way it is, we are not obliged to report on this.

To be honest, you used a lot of bonuses and should be grateful that we did not refuse to use this bonus at all, because according to our rules a player should not abuse our bonuses, and you went around your manager (who refused this bonus to you) ) and began to ask for this bonus in the chat, without knowing its new conditions, the operator honestly answered that only the wager knew (after all, you were told that this bonus was temporarily unavailable to EVERYONE!).

So what's the problem? You bypassing all received this bonus, were able to win money from it and the money came to you in FULL volume.

On this, I consider the topic closed; I have given all possible arguments. All screenshots of correspondence, betting history and the moment when you activated the bonus we have. All evidence was provided to the licensee and he confirmed the correctness of our actions and the groundlessness of your claims.

Sure.

I just have one only suggest,

Why dont you provide there evidence of history of used bonus with their terms and everybody will be satisfied

The description of the bonus you had on hand (even maybe there is a screenshot) when you activated it.

I repeat once again, this bonus was created for the purpose of our bonus policy. It is not on the site like regular bonuses for first deposits. This bonus is regulated by us and we have every right to do so.

We act in the interests of our casino, we have clear rules and you agreed to them by registering and playing with us (you still make deposits and take bonuses) although you say that you just want to achieve justice. So why do you continue to play with us? Probably because we provide good bonuses to players, right? Otherwise, you would have blocked your account with us a long time ago, since you did not like the bonus policy, would you?

Further I will not answer the same questions, all of these questions have been answered several times for both you and the licensee.

I will repeat,just show a screenshot of used bonus with terms

It is very simple and helpful

I already provided a screenshot describing the bonus that you used.

If you want to see the history of bonuses used - you can go into the history of your bonuses and see all the information there.

What other screenshots are you talking about? I provided all the data both here and to the licensee.

Hello Cvetanka.

Although the chat with the support is uncertain,  it is obvious that they never confirmed your max cashout.  The casino may adjust their bonuses and they are not obligated to provide you with the same bonus all the time. If the bonus conditions were the same when you claimed this bonus, it is not connected anyhow with previous one, therefore the casino action was justified. 

"We informed the player that this bonus was temporarily inactive, because at that moment we changed the conditions for this bonus for all players. A little later, the player, bypassing the manager, went to the chat, where he asked for this bonus...", could you confirm the casino statement, please? 

Dear Good Win Casino Team.

Please, could you provide us with any proof that the bonus which the player received had the conditions from your screenshot?

Cvetanka, be aware that the support can do a mistake, important are the conditions in the bonus tab. If the casino proves us that the conditions were the same when you claimed we may be forced to reject your case according to our policies.

Jozef Krucay

I already posted the screenshot with the description of this bonus here. This bonus has remained with the same description, unchanged at the moment.

This is the internal information of our casino, I will not post a screenshot for general review. I can send only to you in private messages or to any mail if you leave the data.

What the player claims is max. winning is not 1200 - this is his problem. The player does not want to understand that we are entitled to change the rules of the bonus. Plus, the player does not understand that if the personal manager refused the bonus, this does not mean that you can go to the chat and ask for this bonus bypassing our rules (bonus bonuses). In general, we have the right to block this player, but we do not want to seem like an evil casino that reacts like that.

The fact that the player indicates that they brought him 1269 instead of 1200 - I have already explained more than once, I will not do this again. All of our correspondence is with the licensee, the player saw these correspondence and received a response from the licensee.

Dear goodwin casino

If the max win of that bonus is 1200 i wont be able to withdraw 1269 and the things  you are explaining is out of every logic.

If the chat operators are egible to give bonuses i dont see why they are not responsible for providing wrong informations.

And yes,you can block me i dont mind.

P.s licensee is curacao,we all know what that means

Thats why i am forced to ask for help somewhere else.

All questions were answered 5-10 times. Are you unhappy that you got more than 1200? This is ridiculous.

Why do people give the wrong information? Because these are people who write 100 messages each and they MAY make mistakes, they are not robots.

And you want everything to be your way and as you say. You should communicate either with your manager or in a chat, but not how you do it. You should be grateful that we allowed you to withdraw these 1269, and did not block you for abusing our bonus policy. Is this not clear to you? Apparently not clear. We have no desire to continue the dialogue with you.

Jozef Krucay - I already answered you above, if you want to continue the dialogue, indicate your mail or where I could take screenshots from our internal admin panel. Further, I don’t want to discuss this question anymore, since this is already going to round 3-4, the questions are the same, the answers will be the same.

And yes,please send to me proof that i used that bonus,i think players should have access to their history transactions and used bonuses ?

P.s i know what i saw when i clicked on info of the bonus

Dear GoodWin Casino.

Please, could you send me all the necessary documents on my email address: jozef.k@casino.guru? 

Can i get them as well please ?

Cause i am 100%sure what i saw and what kind of bonus used

Thanks

Jozef Krucay

I asked to send all the necessary information with screenshots to you in the mail. Please check.

Goodwin,

Why i cant have them too?

Dear Cvetanka.

I am very sorry to inform you, but the casino has provided us with relevant information sustaining their claims.

Although you were used to different bonus T&Cs, we can confirm that the bonus you received from the casino support by ignoring your personal manager who also stated you were not entitled to receive the bonus (also informed you that the same bonus wasn’t available at the time) had €1200 maximal cash out. 

Unfortunately, we are forced to reject this case. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef