GoodWin Casino - Player’s winnings have been forfeited.

On May 16, during a game in a casino, he won a small amount of money, after which he filed for withdrawal. The company "fed breakfast", each time deferring payment. On May 25, I received a message in which the company accused me of violating the rules of the casino, namely "transfusion". The chat did not even bother to explain what "transfusion" means. I think who the company acted dishonestly, since I did not break any rules. I hope for an honest and independent investigation from the administration of the forum.

Dear Alexzgreat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly, that all your winnings have been confiscated?

Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or, alternatively, post it here). I would especially like to see the message in which you were accused of breaching the T&Cs.

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Dear Alexzgreat,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Thank you very much Alexzgreat for your reply. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply directly to this complaint in the future for easier and quicker communication. Thank you for understanding.

Hello Alexzgreat, 

I looked at your complaint and will do my best to help you. I would like to invite GoodWin Casino into this conversation. Dear GoodWin Casino, can you give us some statement regarding player’s situation, please? 

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’ which may affect its rating.

Hello.

The gaming activity of this user raised suspicions of fraudulent activity. We submitted a request to the provider to check this player for Opposite Betting. According to information received from the provider, Opposite Betting has confirmed that these actions are regarded as fraudulent, therefore the player’s account was blocked without the right to recover in accordance with the rules of the casino. Also, the forum administration was presented evidence (an official response from the provider).

Dear Alexzgreat,

After a thorough review of all the evidence provided by the casino, we decided to reject your complaint. I'm very sorry, but GoodWin Casino has provided relevant proofs and I believe that we analyzed and explained this complaint correctly. I'm afraid there is nothing we can do in this case. We are sorry that we could not help you more with this case. I hope you understand.

Best regards,

Juli