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Very bad! I have 450 euros in the account and asked them for help with withdrawals, nothing happened at the same time put them cash back in my account about 30 euros and I continued to play and got big wins often until I have 750 euros. 3 days sensre they took away all the money and said that all the money was a bonus! Totally sick !! Tried to contact but could not get my money back.

Väldigt dåligt! Jag har 450 euro på kontot och bad dem hjälp med uttag, hänt inget samtidig satt dem cash back på mitt konto ca 30 euro och jag fortsätte att spela och fick stora winster ofta till att jag har 750 euro. 3 dagar sensre de tog bort alla pengar och sagt det att alla pengar var bonus! Helt sjuk!! Försökt att kontakt men kunde inte få mina pengar tillbaka.

Dear Humla9802,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Have you been accused of breaching the rule regarding mixed funds? Could you please forward your game and cashier histories along with any relevant communication 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 did not email you the details, no I didnt have complained from them that I did anything wrong except they collected bonus for 30euro on my real cash of 450 euros.

It is not fair that they put cash back for a few euros and then took all the real money. And I never took their bonus when I deposited money.

I have email you the detaljer, no I didnt have klagat från dem att jag gjort något fel utom bara de samlat bonus för 30euro på mina riktiga cash på 450 euro.

Det är inte rättvis att dem satt cash back för några euro och sedan took alla riktiga pengar. Och jag har aldrig tagit deras bonus när jag satt in pengar.

Have you received any winnings or all the funds were confiscated?

I have won over 400 euros before they put cash back (about 40-60 euros) since then all my money confiscated then was more than 700 euros.

Jag har vunnit över 400 euro innan de satt cash back (ca 40-60 euro) sedan dess alla mina pengar konfikerade då var mer än 700 euro.

Thank you very much, Humla9802, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear Humla9802,

I have looked at your complaint as well as the forwarded e-mail. I’ll be taking care of your complaint from now on. I’ll try my best to resolve the issue.

I would like to invite GoodWin Casino to join this discussion.

Dear GoodWin Casino,

Can you please clarify the situation? In addition, please forward any relevant evidence to my e-mail address andrej.p@casino.guru.

Good day.

Sorry for the delay in answering.

To begin with, I would like to explain that on Mondays we have an automatic cashback, which is received by players who played last week. The player received a cashback, the bonus is superimposed on top of the real balance and the money for bets is first taken from the real money, and the winnings are not counted towards the bonus. Accordingly, sooner or later, the entire balance is transferred to the bonus account. If the bonus is canceled / it expires, the balance is debited (since it is a bonus). If the player does not want to use this cashback, he can immediately cancel it and nothing will happen (that is, the money on the real balance will remain in place), but if the player started playing with this bonus, the money is transferred to the bonus balance, which happened in this case.

As for the withdrawal of funds, we contacted the player and reported that there were problems (not on our part) with the withdrawal to the payment system indicated by the player and offered the player alternative options, to which we did not receive an answer.

As I said, I have more than 400 euro before you put the cash back for 50-60 euro. Otherwise I have been asked you to do the withdraw for 4 days but you didn't do it , what the matter? Well ! you wait untill the cash back become, then you added it in to my account, and I didn't see it directly, I knew after I started to play again. That is your plan to not pay the winning to customer.

Other wise I have not lost the money less than 200 euro after the bonus added to my account!! I reach upp to more than 700 euro then next day everything is gone!!

Well! I don't really hope that you will pay me back because You already plan to do this!!!! but I would like to warning peoples who play on your site to stay away, and know what you have done !

SO PLEASE CLOSE MY ACCOUNT!!!!

-------------------

Thanks for your reply.

I will repeat once again, before the weekly cashback was charged on Mondays, you were told that payments to your payment system are currently impossible (due to circumstances beyond our control). You were offered alternative ways to withdraw funds (we can provide screenshots of correspondence), but you did not respond to these messages. We are not interested in conflicts with players and withholding funds, so we honestly told you how things are and offered options for withdrawing funds. You, in turn, ignored these messages and waited (?) For output to the method that you previously indicated.

After all this, on Monday you received a cashback for the last week and instead of canceling it (if you did not want to use it), you continued the game.

We have the entire bonus policy on our website - it is not hidden and is in the public domain, the player has the right to familiarize himself with it. Next, you have the situation that you are describing.

Where is our fault in this case, if we offered you methods of withdrawing funds in advance of this cashback and were ready to help you? You yourself ignored them.

I am sorry that such a situation arose, but we did not violate anything, on the contrary, we tried to help you in this situation.

If you want to close your account, you need to write about it at support@goodwincasino.com

Don't try to be nice that you contact me about other payment methods! I already told you that I didn't have any than my visa card that I have done a deposit. Yes I have ekopays but thats can not use for the casino site, its not alow on my country!

As I said, no ideá att all to fight with your site, you know what your site plan to do!

Even approv the documen are also hard to complete! Yes you knew that I will do a withdraw thats why!! Everything is had when customer get win and will get the money from your site!!! As many talking about your site!!!!Thats true!!

How can it be unfair like your site have done!??? Never!!! I have more than 400 euro before your cash back!! then you put the cash for few euro to take them all!! That is the matter!!

We are not trying to look good, we are just talking as it is. You do not deny the fact that you were offered other methods of withdrawing funds (not only ecopayz), and this already suggests that we tried to help you in this situation.

You don’t want to understand that we didn’t add anything manually (I mean a bonus), this is an AUTOMATIC Monday bonus that is received by ALL players who played last week. Every player has the right to refuse this bonus if he does not need it, do you understand?

Unfortunately, we have nothing more to add on this case, we explained the situation in detail, tried to help the player, but unfortunately this situation happened.

Sorry!! Nothing more to say also, don't even hope that you will pay me back or not!! I didn't interesting about it. Many site here that I can play. I have been with other site and there are not like your at all.

How can it be? The payment method is available when player do a deposit but not possible to do a withdraw by the same method? You should close your site and stop doing shit!!

No more discussion!!

Dear Humla9802,

I would like to inform you that the issue is still being discussed between GoodWin Casino and Casino Guru. I will let you know as soon as there’s an update. Thank you for your patience.

Dear all,

After gathering all the necessary information, our position is that we consider the situation unfair and against our fair gambling codex, which you can find here: https://casino.guru/fair-gambling-codex-for-casinos.

Humla9802 received a weekly cashback bonus that was credited to their account automatically. According to GoodWin Casino’s policies, all winnings resulting from bets made while a bonus is active are credited to the bonus balance - that means that even winnings from real money bets would be credited as bonus.

Humla9802 claims they did not notice that the bonus was credited to their account before it was too late and all real balance was transferred to bonus balance. The bonus had a 3-day expiration and a 15x wagering requirement attached, which Humla9802 failed to meet and their bonus balance was, therefore, deducted.

The main problem here is that the player was making bets with real money, but the winnings were credited in bonus money. This is something that should never happen. It's not logical, but more importantly, it creates a very unfair situation for the player.

We believe that creating a safe environment for players should be one of the priorities of great online casinos. Therefore, our suggestion to GoodWin Casino is to reconsider their bonus policies and to let Humla9802 finish wagering their bonus or to return the winnings they made (while the bonus was active) with real funds to their real balance.

Let's start with the fact that this player asked to block himself on our site, which we did.

Further, as I have already explained, the casino has its own rules, with which the players agree by registering and playing with us.

We have a bonus policy that is available for everyone to review. The player did not fulfill the conditions of the bonus - the balance was burned out. Is there a casino fault here? Not. Could the player have canceled the bonus? Yes.

As an exception, we are ready to provide 50% of the player's balance ($ 200) as a bonus to smooth out the impression of the current situation.

If the player agrees with this proposal - please let him write.

Well, As I said. There is unfair system on Goodwin Casino. The real money have been take away by the automatically bonus you added. I have already request you to do a withdraw but you said there is no payment available for me, thats mean my money will be lose anyway by your bonus! Because I have no chance to do a withdrawal.

You are now offer me for the bonus after this problm which I can not accept it because my real money have been take away, If you offer me the cash for 200 euro without bonus that I would be ok.

Well, we are ready to meet you in this matter.

Write to the address support@goodwincasino.com to be unblocked, then when you are unblocked - write here about it so that I can help you with the receipt of the amount.

I would like to inform you that we have added 200 euros to your account.

We will wait for your confirmation here.

Hi, yes thank you, I already got it.

Thank you, Humla9802, for confirming, and thank you, GoodWin Casino, for your cooperation.

I believe our position, in this case, was explained well. However, we have further discussed the issue and decided to accept a compromise despite the fact that the Humla9802 did not receive a full refund of the disputed amount. The casino will receive a penalization of 200 Black Points, which will negatively affect the casino’s overall rating. The complaint will be considered resolved and closed as ‘Publicity Helped’.