Goldwin Casino - Ignored Responsible Gambling Terms and Conditions

Good day dear AskGamblers team,

I am writing to you today because I feel cheated and lied to by goldwin Casino.

On Tuesday, 05.07.2022 I have registered at goldwin.com Casino. There I made some deposits and after some time I was able to request a withdrawal in the amount of 1500€.

Immediately after that I contacted the live chat and asked to which email I should send the verification documents, there I was told directly the email address and I sent the documents.

Then I wanted to set limits on the website, but did not find this option. So I contacted the live chat of goldwin.com again on Tuesday 05/07/2022 around 23:58. I asked the live chat representative to set a monthly deposit limit of 10€ and a monthly wagering limit of 10€.

At first the employee asked me if I am sure I want to set limits, because then the verification and withdrawal would take longer, so with an account without limits.

So I confirmed again that I would like to have the limits set immediately and also told the employee in the live chat that otherwise I would be afraid to gamble away my withdrawal again and lose my money. I also told the live chat operator that I have uncontrolled gambling behavior and therefore I would like to have the limits set immediately.

Suddenly, the employee told me that it was only possible to set the limits by sending an email to the support. I found this very strange, but then I got the email and wrote an email with the request to set the limits. I then also stressed that he should please make sure that this should happen quickly and then went to sleep.

The next day the Wednesday 06.07.2022 was still no limit set and also in the course of the afternoon was still no limit, I could continue to use the game offer and play, although I have previously explicitly informed that I am afraid to gamble my money and want to set limits to reduce my gaming behavior. I informed them that I have uncontrolled gambling behavior, but the live chat even tried to talk me out of setting limits.

Now what I feared happened and I cancelled my withdrawal, was able to gamble away the money and continue making deposits, which I did.

It then even happened that a deposit I made could not be made and I had to contact your live chat again. This wanted to check the situation and give me feedback. Until today there was no feedback, but I was told that case is checked with the highest priority. This was a €120 deposit that was debited from my account, but never credited to my player account. All other deposits before that went through without a hitch.

However, one thing was clear, I had to write your support an email, so that the limit can not be set, otherwise either the transaction of the deposit would fail, or I with the Wagerlimit the money can not convert and it would thus remain on my account.

So here they tried with all means to exploit the gaming behavior of me as a player, so that I can not set limits and right after I told you I was afraid to cancel the withdrawal again, it was suddenly not possible to set limits via live chat.

On 07/07/2022 I wrote to Live Chat regarding my verification and was upset that I could not set limits. I was then confirmed by the live chat that setting limits via live chat is the common way and of course it is possible to set limits here. The live chat employee then also told me that your colleague must have made a mistake. A mistake that cost me 2695,61€, which is the sum of all the losses I had after I set a limit and informed the casino that I wanted to reduce my gambling behavior and was afraid of gambling away the money. Funnily enough, no limit could be set until I said that I am afraid to cancel my withdrawal and will play again. So I accuse the casino here of negligently and actively taking advantage of my gambling behavior and playing me false information to keep me playing and also cancel my withdrawal.

I also accuse the casino of negligently dealing with my gambling problem and taking advantage of my uncontrolled gambling behavior. In doing so, the casino is in violation of all gambling addiction prevention measures.

The email with the request for limit setting remained unanswered for more than 16h, this was intentionally ignored for a long time. When I had to cancel the limit again because of the failed deposit, I was answered immediately. I also received a response directly when I requested a refund of the loss amount. So here the limit setting was intentionally not processed, because the casino probably saw that I had a problem with gambling and wanted to take advantage of that.

So I am now demanding from goldwin casino a processing of the 400€ I still have in withdrawal, the return of the 120€ that is still outstanding and a refund in the amount of 2175,61€ I suffered by ignoring my limit request and forwarding misinformation, which equals a total amount of 2695,61€.

Dear AskGamblers team, please have the casino send you all live chat conversations. There you can clearly read how I asked for limits and was denied them by the casino.

I am also attaching an excerpt from the live chat where I was confirmed that limit setting is possible in the live chat, that the employee confirmed to me that the live chat made a mistake the day before and also a chat history that I had to suspend limit setting via email after my bitter loss, otherwise my outstanding payment of €120 cannot be processed.

I have already tried to contact the casino itself, but there I was only told that there are no refunds and unfortunately the support has not been forthcoming. A request regarding the live chat conversation with me remained unanswered.

I am really hoping for your help here as I have clearly been wronged and my fear of being cancelled has been exploited. I was clearly lied to here by the casino and false facts were played to me.

Please help me. Otherwise, I will be forced to take legal action.

Thank you very much