GoodWin Casino - Аккаунт игрока заблокирован.

I played in this casino 2-3 months and everything was perfect when they locked my account and now they don't want to send me my money.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Have you completed the account verification successfully in the past? Could you please advise how long ago you have requested your withdrawal?

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

My winnings are without active bonus. Yes I passed verification process. I make withdraw request on 05.12.2020. They usually send payments in 24 hours, but then my payment was pending 3 days and I started to ask them what happens, but I don't receive answers, before email on 10.12.2020:

Hello!

After a detailed analysis of your gaming activity, the Security department has revealed violations of the goodwincasino's bonuses policy conditions and fake documents providing, namely, there were "postponed" bonuses rounds gaming. 

Based on clauses 7.9, 7.10, 8.5, 8.7 and p. 8.7.1 - 8.7.6, 9.1 and clauses 9.1.2, 9.1.3, 9.5, 11.1.5 of the Casino Terms and Conditions, as well as clauses 5.2, 5.2.4, 5.3 of the Bonus Conditions Your account is blocked.

According to the protocol on the detection of player's fraudulent actions and on the basis above, all won funds will be canceled and from this you are no longer a client of our service.

The decision of the administration is final and not subject to revision.

-- 

Regards,

GoodWin Team.

After this email they didn't answer to my emails and my account with money is locked and I don't have access to my account and money.

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

The casino accused you that you delayed bonus rounds on slots while you played with a bonus. You didn't finish them, and you played them later when your bonus was deactivated. Did you use any bonus during your play?

I have used bonuses very rarely. I often used cashback because of it I also liked their site. What does that mean to delayed bonus on slots ?

There is a bonus feature in some slots that triggers when you, for example, activate 10 from 10 symbols. Delaying bonus rounds means that you activate with bonus funds 9 from 10 symbols and then move to another game and later finish this 10th symbol with real money. Did you do something like that?

No

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

Could you please explain to us what exactly happened?

Good day

In fact, the situation is extremely clear.

Although the player claims that he did not violate the bonus policy, this is not so.

We affirm and can prove that the player accumulated a bonus balance and opened them for real money. This is called a delaying features.

In addition, the player provided fake documents, which is an even greater violation of the rules.

We can confirm all our words, so for us the discovery of this topic and the statement from the player that he did not violate anything is an outright lie and surprise.

Could you please send me proofs at matej@casino.guru?

LinkinPark could you please react on this statement?

Now the complete fabrication that I used fake documents .... I can send and prove in any way necessary for the accuracy of my documents. I have nothing to say or prove on the subject. I have a verified account with 1300 Euros in it, who do not want to pay me.

Maybe it's time to stop telling lies?

We are amazed at your impudence. You have been cheating our casino for a couple of months, and are you also creating a topic here with a complaint?

All evidence was sent to the specified address.

I can confirm that we received the casino evidence, which confirms the casino representative's statement.

LinkinPark has another open complaint with us where the casino provides us with evidence that his account is connected with another player account.

I am afraid that based on thees shreds of evidence, we are forced to reject this case.

Do you have anything to say regarding this case, LinkinPark? Some evidence in your favour or can you explain how is possible that two casinos provided clear evidence against you?

Because of what I wrote above, and because LinkinPark didn't react anyhow, we are closing this complaint as "rejected."