GoodWin Casino - Player’s winnings have been cancelled.

I explain well, yesterday Sunday I played with my money and in a tournament that they have daily with a prize of 90 euros I was 2nd, the prize was 33% of the total, 29.65. Okay, wait until the tournament time is up and they gave me the prize. So far so good. Real money, I started to play fruitbatcrazy and I didn't win, I lost, I left that machine and I entered starburst, I also lost but when I had about 14 euros left I started to play Finn and the swirly spin and there I did start to win when I had won 49.32 euros came out of the free spins in the game, but the connection was wrong although I could continue playing, what was the thing, that when I arrived in the world of freespins in the game I could not select any mini-game due to the connection. What did I do, quit the game, log out to refresh, and log back in, but to my surprise I couldn't log into Finn and the swirly spin anymore because I said I had an active bonus. I went to the bonuses and there was a Cashback bonus which I had not been informed because I canceled it to play my freespins in the game and when canceling it, I lost all my money, everything, even the real money won in the tournament, between and I played the freespins and won 15.32 euros and they did not add to my balance either. They say they told me, nobody told me about the cashback, another thing is, if you win during the week they don't give you the cashback and I win the tournament, they are benefits, why did they put the cashback there in the middle of my earnings. And another if I cancel a bonus, the bonus should be canceled, not your real money too. And the last thing is that if you have a bonus you can't play that game, how come I was playing with a bonus in that game if you can't? Because I was playing with the money earned from the tournament. I feel cheated and although it is little money I want it because it is mine, these of goodwin claim the money and tell me that I was warned that I would lose all the money by canceling the bonus. I am not stupid and with real earnings of more than 60 euros I do not cancel a bonus knowing that I am going to lose everything. All I want is my money, nothing more.

Dear JackerGoya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I found out, that cashback is a part of the Level System and it was probably given to you automatically. Do I understand it correctly, that after you cancelled the cashback bonus, all your balance disappeared? Please, forward your game history to my email address kristina.s@casino.guru if possible.

Additionally, have you tried contacting the casino regarding this issue? Please, send me your communication as well, or, alternatively you can post a screenshot here.

I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

From what I can deduce, if I make a deposit of 100 euros and activate a bonus and let's say that on those 100 euros I earn 100 more and deactivate the bonus, I lose the money that I also deposited. From what I can deduce. I mean, what kind of bonus is that. Why if you cancel it you lose all the money you have in the account, even your real money. That doesn't make sense.

Thank you very much JackerGoya for your reply. 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 JackerGoya.

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

Good afternoon.

This is how things really are.

When a game with a bonus occurs (with an activated bonus), bets are taken from the real balance, and winnings are taken into account in the bonus account.

Bonus conditions - Clause 1.2, Clause 1.3, Clause 1.4, Clause 2.2, Clause 3.6

Accordingly, when the bonus is canceled, the entire bonus balance burns out.

Also, when you canceled the bonus, you were notified that all your winnings will be burned out (screenshot)

Your statement that the real balance is burning is not true. The real balance never burns out. Under no circumstances.

Bets are taken from the real balance, and winnings are taken into account on the bonus account. Accordingly, sooner or later ALWAYS the entire balance will go to the bonus account.

Once again, all the rules are described in the Bonus Terms section - clause 1.2, clause 1.3, clause 1.4, clause 2.2, clause 3.6

Let's see, I was playing with the tournament winnings, with real money, not with the cashback and if I was doing it, I didn't know it since I wasn't notified until 7 hours later. How do they activate a bond without consent and why do they not notify the moment they give it if not 7 hours later? And if I deactivate the bonus, why didn't my real money stay in my account and from the 49 euros I had won, I was left with nothing?

Let them send you the play history to see what happens. Why is it not in view of the customer?

Hello, let's see, today I made a deposit, and they no longer let me play the netent games and neither any other, I try to make a withdrawal and neither. What is going on with this casino? They also do not respond to me in the chat or emails, and if I cannot play I want the 10 euros deposit back.

It is a bad thing after another, they do not answer me and I made the deposit since this morning, and I still do not play and they do not answer me, since there is nobody in the chat and by mail either. It seems to me that they are not leaving me and I imagine it will be because of the complaint that I have made with all my right.

Last week at this time I already had the weekly cashback tucked into my earnings and why didn't they do the same this week? Why don't I have winnings to add to the bonus so I have to play it and lose. Those of goodwin know a lot.

I checked your account and your cashback was credited, I do not understand the essence of your claim. We clearly indicate that cashback is credited throughout the day.

Dear Jacker.

Is everything clear for you? We believe the casino explanation is justified.

Dear Jacker.

I am very sorry we could not provide you with satisfactory resolution but we believe the casino explanation was relevant. When you cancelled your bonus, you were clearly informed that the winnings would be forfeited.

However, if you do not trust our decision, I recommend you to contact their licensing authority (Curacao). Please, let me know if you require further assistance with it. I will gladly help you (jozef.k@casino.guru).

We will now mark the complaint as 'rejected'.

Best regards, Jozef

Casino.guru