Goldwin Casino - Бонусные выигрыши игрока были аннулированы.

Greetings!

After 24+ days of trying to verify my account (very slow process from goldwin) I finally was able to do it and my cashout got rejected.

The reason was: -played delayed rounds of Buffalo King Megaways and Crystal Caverns Megaways; Fruit Party and Phoenix Forge; Phoenix Forge and Great Rhino Megaways; Great Rhino Megaways and The Dog House Megaways; Wild West gold and Madame Destiny Megaways.

On their general terms and conditions for playing with bonuses:

7.33 It is forbidden to: ''Delay any playing rounds, including free spins and bonus rounds, for the time when you don’t need to wager the bonus or/and make new deposits.''

I'd like say that at the time i was using a VPN (they do not forbid it) and i had several disconnects, but everytime that happened I immediately opened the slot again and played the round. I did not delay it on purpose and I DID NOT open any delayed bonuses when my wager was done.

Aftrer wager was done i requested my cashout right after and did not play any slots in between.

I asked for proof that i played those delayed rounds after wagering was completed, but they stopped answering me.

Best regards

Dear Pimpim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found (here):

„4.33 It is forbidden to:

Control or maintain more than one active account without prior approval by our management.

Register multiple accounts to claim bonuses repeatedly.

Delay any playing rounds, including free spins and bonus rounds, for the time when you don’t need to wager the bonus or/and make new deposits."

Are you aware of any action on your side, similar to the one described above?

Could you please forward your game history 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

Greetings,

I'm fully aware of their terms and services but i did NOT delayed any rounds in order to play them once my wager was done. Last time i asked for proof, Goldwin Casino did not answer my email.

Unfortunately, betting history isnt available on their website for the players. I've contacted live support and they also cannot provide it, so i sent an email to the appropriate department (no answer yet).

Once i have them (if they actually send them) i will forward them to your email.

Thank you very much, Pimpim, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) 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 Pimpim.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Could you please check Pimpim's game log and send it to me too? (matej@casino.guru)

Thanks.

We would like to ask the 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’.

Hello Matej,

As requested I have sent the game to log to you directly via e-mail.

With regards,

Eugenié Lacroix

Would i be able to also get access to this information? I've tried to contact goldwin casino multiple times in the past few weeks with no answer at all.

Dear Eugenié. 

I checked the log, and I don't see any irregularities there. Could you please specify which game rounds were delayed? I found some game rounds to be shifted a bit, but the value is €0.6-€0.8. Hardly this could be an issue.

Dear Pimpim - our policy is that we do not share the information that we receive from the casino, only with the casino's approval.

Dear Eugenié, could you please send the game log to Pimpim, or can I share the record with him?

Hello Matej,

Thank you for your response!

I have requested this information from the Audit team and forwarded to you the game log with a part of the delayed rounds highlighted.

If the players wishes to receive a copy of this information he can send the request directly to the casino and he will receive it promptly, or if you prefer you can send it to him directly.

With regards,

Eugenié Lacroix

Dear Eugenié. 

In the log, the rounds claimed to be delayed look normal.

Players usually use a delayed rounds strategy to gain some advantage, like charging the bonus feature in the slot with bonus money and later activating it with real money. From the log, I don't see anything like that. Could you please clarify how Pimpim profited from these delayed rounds?

Hello Matej,

Thank you for your reply!

From the gameplay provided you can see that the player initiates bets on multiple games at the same time.

This is consistent with a bonus abuse pattern that some players undertake, commonly known as a bonus hunt, where they place bets on games and try to save the rounds where they hit a feature, while there is an active wagering requirement.

The player has exhibited this pattern all throughout his gameplay while the wagering requirements were active.

We consider this behavior a type of bonus abuse and in cases as such we reserve the right to void the players winnings.

With regards,

Eugenié Lacroix

If i may intervine, firstly i'd like to kindly ask for the game log with the allegedly delayed rounds highlighted. Secondly I was playing multiple slots at the same time (in order to complete the wager faster) but i did not do any kind of bonus hunt neither saved any bonus for after the wager requirement was done.

Dear Eugenié.

08/07/2022 23:29:14 - the time when the bonus wagering was completed. Since then, Pimpim has played only three slots, and his balance even decrease. I am sorry, but I don't see any type of fraud there or how he could affect something by charging and later activating bonus features while he still actively wagering the bonus. He also explained why he played several slots simultaneously. So, could you please explain which advantage he gained by his play style?

Hello Matej,

Thank you for your response!

I understand your point of view in this case, however, as the player has also confirmed, he exhibited this pattern of delaying rounds throughout his game play, while the bonus and wagering requirements were still active.

As per the terms and conditions of the casino, we don't allow such a gambling pattern, and in line with this we have to enforce these accordingly for all players.

We understand that this isn't an ideal situation and I can see that the decision in this case was reviewed by our Finance team in August, per the players request, and he was informed that it will remain final.

With Regards,

Eugenié Lacroix

Dear Eugenié this is what Pimpim wrote:

I'd like say that at the time i was using a VPN (they do not forbid it) and i had several disconnects, but everytime that happened I immediately opened the slot again and played the round. I did not delay it on purpose and I DID NOT open any delayed bonuses when my wager was done.

So I don't think it means: as the player has also confirmed.

From the log, I don't see any advantage that the player got. Just for sure, I asked my colleagues to check the log, and I can say that neither of them saw there what you are saying. The log looks ok, and Pimpim didn't get any unfair advantage. He didn't even play "marked games from your log" when the bonus wagering was over.

Hello Matej,

Thank you for your reply!

The player stated that

I'd like say that at the time i was using a VPN (they do not forbid it) and i had several disconnects, but everytime that happened I immediately opened the slot again and played the round. I did not delay it on purpose and I DID NOT open any delayed bonuses when my wager was done."

Our Audit team has taken this into account; however, they weren't able to find any evidence to support this claim from his gameplay.

In his case the rounds are overlapping, meaning that he was playing multiple slots at the same time. This wouldn't have been the case if the player only experienced several disconnects and returned to playing the same game or a different game once he was re-connected.

The rounds highlighted show when this betting pattern has begun, and it is visible that it continued in this manner up to the point where the wagering requirements have been completed.

As per our terms and conditions we don't allow this behavior and the decision in this case was taken accordingly.

From our point of view regarding the current case we have provided all the necessary and requested proof, as well as the reasoning behind the decision, and it will remain final.

With regards,

Eugenié Lacroix

Dear Eugenié.

What you are saying is playing multiple games simultaneously, not delaying rounds.

It does not fit the definition of this rule:

7.33 It is forbidden to: "Delay any playing rounds, including free spins and bonus rounds, for the time when you don't need to wager the bonus or/and make new deposits."

Playing multiple slots at the same time gives no mathematical advantage to the player. It is forbidden during tournaments sometimes (for obvious reasons), but I don't see a point in this case in penalizing the player for that.

Hello Matej,

Thank you for your reply!

The decision in this case was taken in line with multiple articles from the terms and conditions, not just the single one mentioned.

During the Audit that was done on the player’s gameplay it was noted that he breached the casino’s terms and conditions repeatedly by simultaneously playing multiple games and therefore delaying playing rounds, while the wagering requirements and bonus were still active.

This playing pattern, which the player has exhibited throughout his gameplay and not just in a few instances, is considered an abuse.

Kindly note that, since we have provided all the evidence of this and the reasoning behind the decision to the player, following his complaint filed with the casino, from our point of view we consider this case closed and the decision will remain final.

With regards,

Eugenié Lacroix

Dear Pimpim,

We do not believe that you breached something. I would strongly recommend contacting the casino's regulator in this situation. Let me, please know if you need help with that.

I'd like to personally thank all the Casino Guru team for the effort made on my case. Unfortunately Goldwin Casino didnt change his decision after an imparcial third party tried to show them they were in the wrong.

I will follow up your advice and contact their regulator. Thank you again.

Dear Pimpim,

Please let me know when you submit your complaint to the casino's regulator. (or in case you need help with that)

I will then mark the complaint as unresolved with the status: waiting for the regulator's decision in our system.

Dear Pimpim,

We are extending the timer by 7 days.

Unfortunately, we don't have information on whether Pimpim submitted the complaint to the regulator.

From the evidence we received, we decided to be on the player's side because we didn't find any evidence that the player gained any unfair advantage during his play. Therefore we are closing this complaint as unresolved.

We’ve reopened this complaint at the request of Goldwin Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Matej,

Thank you for re-opening the complaint.

We have discussed this case internally and, following the feedback we received from you related to this complaint, we would like to return the amount which was confiscated from the player - EUR 450.

If the player agrees the amount will be added back to his casino account and it will be immediately withdrawable.

Awaiting your response,

Eugénie Lacroix

Greetings Goldwin Casino, i'm very happy with your decision and i agree with it.

Thank you!

Hello Pimpim,

Thank you for your response!

The amount has been credited to the casino account. You can log in and request a withdrawal.

With regards,

Eugénie Lacroix

Greetings, i can confirm that 450€ has been credited to my casino account, I requested the withdrawal and will give an update as soon as it is accepted

Greetings everyone,

Finally I can say that I received the missing amount from Goldwin casino. 

I would like to thank the Casino Guru team for mediating the case in the best way for everyone's benefit.

Although it took Goldwin casino all these months to decide about my case, I want to thank them that we reached an agreement.

Thank you all.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Pimpim, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru