Complaint #1 Goldex Casino

Casino withholding cash out €500

By Richard K.

9 months ago

Goldex casino are refusing to pay out my winnings of €500 and have also closed my account for no reason. My account is fully verified and didn’t break any rules while playing at this casino. This has been going on for nearly a week now, I have sent multiple emails to them about this matter but they are not replying. Any help with this issue would be greatly appreciated.

Disputed Casino Goldex Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

8 months ago

Dear ricky76xx,

Following the submitter’s failure to cooperate , the AskGamblers Complaint Team reached the conclusion that, unfortunately, such activity is in violation of the AGCCS Guidelines, section Updates and, therefore, the case is being rejected.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must. The AskGamblers Complaint Team maintains zero tolerance towards players who fail to provide the necessary level of cooperation.

ricky76xx

• Ireland • 1 reviews

8 months ago

I have absolutely no intention whatsoever of doing that. Keep the money. This is finished now.

Goldex Casino

• Representative

8 months ago

Dear ricky76xx,

Thank you for your cooperation so far. We confirm that you have already submitted a selfie with your ID, but as we also mentioned in our email, you were additionally asked to provide a selfie with your ID document and a sheet of paper containing the text "Hello Goldex casino, current date". The sheet of paper should be lined or checkered, not plain, and all information must be clearly visible. It is also important that your hand holding both the ID and the note can be seen in the picture.

Once this document is received, we will be able to proceed further with your case.

ricky76xx

• Ireland • 1 reviews

8 months ago

And what do you mean by “note”

This should be good.

Goldex Casino Complaint Stats

Resolved 1 / 1

Avg. Amount N/A

Avg. Complaint Duration 23 days

Avg. Response Time 2 days

Goldex Casino Complaints

See all complaints for this casino

Incomplete bonus round resolution

I am submitting this complaint regarding an incomplete bonus round resolution while playing Sun of Egypt 5 by 3 Oaks at Goldex Casino.
On the date of play, I triggered the bonus feature. During the bonus round, a POWER symbol remained active on the grid but never revealed its value. Despite this unresolved symbol still being visible, the bonus round ended without completing the resolution of all active symbols.
The POWER symbol is part of the bonus mechanics and should either reveal a value or otherwise resolve before the feature concludes. In this case, the game ended while the POWER symbol remained unturned, making the final outcome incomplete and unverifiable.
I am not claiming that a jackpot was guaranteed. However, the game interface clearly showed multiple active jackpot tiers during the feature, including higher tiers. Because the bonus round ended without fully resolving all active elements, it is impossible for me to confirm that the final result was calculated correctly.
I have video evidence that I can submit via email clearly showing:
the unresolved POWER symbol
the bonus round ending while the symbol remains active
no subsequent resolution or compensation
I contacted Goldex Casino and 3 Oaks directly regarding this issue, but received no response from either party. As a result, I am escalating this matter here for independent review.
The claimed amount of $5,000 CAD reflects the highest directly awardable visible jackpot tier present during the bonus feature. This amount is submitted to anchor the investigation and does not represent a claim of guaranteed winnings, only that the bonus round concluded in an incomplete state.
I respectfully request that the game round be properly reviewed and that the bonus outcome be verified or corrected accordingly.
Thank you for your assistance.

Resolved