GoodWin Casino - Closed my account and not returning my winnings or deposits

Dear @Juditab3,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund.

Thanks for cooperating the AskGamblers Complaints Team.

The total amount in my account was €1031. I was trying to withdraw €1000 and then they disabled my account.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Good day. Please read the information provided regarding this case:

It is true, initially there were no problems with cards and the deposits and the client's status was OK.

But in some time, we have received a notification about the suspicious activities with this account from the payment system.

Security Department was investigating the client's payment history and activity and found the rude violation of casino rules, such as creating multiaccounts. The client was trying to refill the balance with different credit cards and Skrill account. There were found the total 22(!) transactions which were Declined by Antifraud, plus some transactions with Incorrect card data and/or Declined by 3-D Secure.

That’s why the client's account was blocked, and аn explanatory letter was sent to the payment system with a request to return the money to their present owners.

Dear Judita, we honestly described the history and chronology of events and sincerely regret if the blocking happens by mistake or misunderstanding and you are actually the owner of these cards. In this case we kindly ask you to send proofs to suppor­­t@­g­o­od­­wi­­nca­­si­n­o.com you're the real owner of cards (cards photo, both sides, but with hidden cvv) and Skrill accounts (screenshot from the Srkill personal account) and the Security Department will reinvestigate this case.

Please note, our clients still have to follow our rules (https­://­goo­dwi­nca­sin­o.c­om/­en/­inf­o/T­erms) including OPENING ACCOUNT AND ACCOUNT SECURITY. It says:

5.4. The Customer may open and hold only one Account for one Player, household, postal or IP address, computer or another device. Any other accounts that the Customer opens on our Website, including the accounts of other Players opened from one and the same IP address or computer will be referred to as “Duplicative Accounts”. We retain the discretion to close any Duplicative Account, resulting in the following:

5.4.1. All transactions made from Duplicative Account will be terminated;

5.4.2. All bets made from Duplicative Account and all added funds will be referred to as "void" and deducted from the Account;

5.4.3. Any benefits and bonuses obtained by the Customer or accrued to the Customer in the period, when the Duplicative Account was active, will be terminated. We retain the discretion to request a refund from the Customers if they had made a withdrawal of the funds before.

5.4.4. The players, who use one-time or invalid email addresses will be banned without an opportunity of winning and refunding the deposit.

Thank you for understanding

Dear GoodWin Casino,

Please provide evidence that player breached casino's terms. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­t@a­skg­amb­ler­s.com.

Thank you in advance.

Dear Askgamblers team, the evidences have been sent on mentioned e-mail. Please check it out and let us know if we need to provide some more info. Thank you.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf GoodWin Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.