Goldwin Casino - 自己排除に失敗しました。

I have requested on numerous occasions for this casino to permanently close my account and unable me from ever reopening it again as I am an impulsive gambler and have a gambling addiction! They do close my account after requesting permanent self exclusion but they keep allowing my to reopen it again again, I can’t keep doing this I have spent thousands that I can’t afford to lose and deposited well over 1000 since my first request to close.

Dear Suzanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s responsible gambling section (https://goldwin.com/responsible-gaming) and I found this:

"If you feel that you may have lost control of your gambling, we also offer self-exclusion option which can be activated via email, as specified in the Terms and Conditions. You MUST state your wish to SELF-EXCLUDE and any such request will take effect within 24 hours from the moment of receipt of the request by our Support team. NOTE: Unless SELF-EXLCUSION has specifically been stated, your request will be treated as standard account closure as illustrated above and can therefore be reopened at any time during the selected period."

Could you please confirm you followed these instructions? Please, forward any emails or screenshots showing that you have sent requests for your account’s closure to kristina.s@casino.guru.

Additionally, I see that you have another complaint about this casino in progress regarding delayed withdrawal. Would you be so kind and clarify whether this issue has already been resolved?

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,

Kristina

Yes I followed these instructions every time I asked for my account to be closed but they just keep allowing me to reopen.

I received my withdrawal so my other case can be closed!

Thank you for your reply, Suzanne. Could you please forward me a screenshot showing your request for self-exclusion?

Thank you very much. Could you please clarify whether you still have access to your account?

Yes i still have access

Thank you very much Suzanne for your cooperation so far. I will now transfer your complaint to my colleague Nick 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.

Hello Suzanne, I'm Nick and I'll be helping you in your issue from now on. I would like to ask Goldwin Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note, if you won't get any respond within the next 7 days, the complaint will be closed as unresolved, which may lead to casino's rating deduction.

The complaint will be now closed as the casino remained unresponsive. I'm really sorry that we could not help you more but if you will have any trouble in the future again, feel free to contact us, we will gladly help. The casino can reopen the case anytime if they wish to resolve it, as an unresolved complaint may negatively affect the casino's rating.