Goldwin Casino - プレーヤーの自己除外に失敗しました。

Despite information about my gambling addiction and the request to close the account, the casino left the account open.

I wrote an email about this. I was also answered, but only with the possibility of limits.

Unfortunately, the casino did not act as expected. I have clearly ordered the account closure. Afterwards I was able to deposit around 300CAD.

I am awaiting the refund after Goldwin Casino broke their own Responsible Gaming Policy.

Thanks

Das Casino hat trotz information zu meinem Glücksspielsucht und der Bitte das Konto zu schliessen das Konto offen gelassen.

Ich habe dazu extra eine Email geschrieben. Mir wurde auch geantwortet, aber nur mit der Möglichkeit der Limits.

Leider hat das Casino nicht so gehandelt wie erwartet. Ich habe ganz klar die Kontoschliessung beauftragt. Anschliessend war ich in der Lage noch rund 300CAD einzuzahlen.

Ich erwarte die Rückerstattung, nach dem Goldwin Casino seine eigenen Responsible Gaming Policy gebrochen hat.

Danke

Hello Basel999,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was verified in the casino and since when exactly? How did you request for the self exclusion - can you please forward the exact request to nikolas.b@casino.guru?

Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Dear Nick,

can you please wait to publish:

I sent the case to the regulators and they opened an ADR case and now asked the casino management to resolve the case. Maybe that will be clarified. I'll get back to you if the case is resolved or not. Thank you

LG

Thomas

Lieber Nick,

kannst du bitte mit der veröffentlich warten:

Ich habe den Fall an die Aufsichtsbehörden gesendet und die haben einen ADR Fall eröffnet und nun das Casino Management um eine Lösung des Falls gebeten. Vielleicht wird da soso geklärt. Ich melde mich bei dir, wenn der Fall geklärt ist oder eben nicht. Danke dir

LG

Thomas

Hello Basel999,

I will set the timer until we receive any update from you regarding the case.

To date, neither party has done anything, including the licensor. no one cares please post the case thanks

Bis heute haben beide Parteien nichts mehr gemacht auch nicht der Lizenzgeber. Es interessiert niemanden, bitte den Fall veröffentlichen Danke.

Thank you Basel999 for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Basel999,

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

Hello Jozef & Thomas,

Hope all is well with you!

I have checked and the player has already filed a complaint regarding this with the regulator.

As the complaint it currently still ongoing, any communication and evidence will be sent through the regulator as part of their ADR process.

With regards,

Eugenié Lacroix

Dear Basel999,

please, could you confirm the casino statement?

Good morning,

that is correct.

please wait for processing. Kind regards

Guten Morgen,

das ist korrekt.

bitte noch warten mit der Bearbeitung. Mit freundlichen Grüßen

Hello there,

thank you for all the information. I will now close the case as 'waiting for regulator'. Please, inform me about their decision at the email address below.

Best regards, Jozef

jozef.k@casino.guru

Dear Basel999,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at jozef.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,Jozef

Unfortunately nothing was done. The regulator has not responded

Leider wurde nichts unternommen. Die Aufsichtsbehörde hat nicht reagiert

Hello Jozef & Thomas,

The regulator has completed their investigation and closed the complaint in favor of the operator on 28 September 2022.

The player has been informed of this directly by the regulator.

Please review the attached screenshot.

With regards,

Eugenié *******

Good morning

I am very happy to respond to your comments!

the supervisory authorities have confirmed to me that they offer their service illegally in Switzerland!!!

their license is illegal!!! Just because your supervisory authority thinks you are allowed to operate in Switzerland means that you are allowed to do so for a long time.

Your regulatory body decides 99% in favor of Teer Casino providers - of course - you pay license fees.

They even withheld the credit and did not pay it out.

a bad casino!!! I can only recommend everyone never to play here!

Guten morgen

sehr gerne nehme ich zu ihrem Kommentar Stellung!!!

die Aufsichtsbehörden haben mir bestätigt dass sie ihren Service illegal in der Schweiz anbieten!!!

ihre Lizenz ist illegal!!! Nur weil ihre Aufsichtsbehörde der Meinung ist sie dürfen in der Schweiz operieren heißt das noch lange das sie das machen dürfen.

ihre refulierungsbehörde entscheidet zu 99% zu Gunsten Teer Casino Anbieter- natürlich- sie zahlen ja lizenzgebühren.

selbst das Guthaben haben sie einbehalten und nicht ausgezahlt.

ein schlimmes Casino!!! Ich kann allen nur empfehlen hier niemals zu spielen!

Dear Basel999,

I regret to inform you that due to the regulator's decision in favor of the casino, I am obligated to close it accordingly.

Best regards, Jozef