This casino sends a ton of emails with offers, but they don't bother to answer any of your emails. Live Chat agents answer some questions or just close the chat whenever they feel like.

Besides waiting for a €900 withdrawal for a week, I was promised a 50%, 30x wager bonus that would be played with before my own money when I made a deposit of €500 a few days ago. I ended up getting a 40x wager standard bonus and the Live Chat agent just closed the chat when I pointed this out. I was very frustrated but decided to start playing anyway as the bonus was supposed to be played with before my €500 deposited. After losing about €200, I decided to check the bonus status and noticed that I only had some of my own money left. In other words, the bonus was mixed up with my deposited money. Not what I was promised.

I made more attempts to contact them via email and live chat at this point but with no luck. I continued playing until all money was lost in frustration...as I'm sure many other gamblers would have done when being ignored.

I want to warn other casino players from ever depositing money at this casino. I have never experienced anything like this at other casinos (I have played for more than 15 years) and I'm sure I will never see those €900 that I withdrew a week ago.

Dear Thomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Have you ever received any payments from this casino?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

In regard to your bonus issue, I have checked the general promotional terms and conditions, and this is what I found https://goodwincasino.com/en/information/terms/bonuses:

"The bonus amount is added to the bonus balance of the Customer and is kept separately from the cash balance, while displayed on the overall balance.

During the game, the bet is deducted from the cash balance, and if there are not enough funds on the cash balance available, the bet is deducted from the Customer's bonus balance."

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Never mind the withdrawal. My issue with this site is that they don't reply to my emails, ignore questions on live chat etc.

I was promised the 30x wager bonus on the live chat. The female chat agent told me that I was going to play with the bonus before my own money. In other words, she lied about wagering requirements and how it was mixed with my own money . I would never have accepted the bonus they ended up giving me if I knew the impossible terms it came with.

Is there any relevant communication that you could forward to [email protected]?

I never got the chat transcript for some reason. But I'm sure the site in question has the data stored.

Once again, I’m sorry to hear about your negative experience. However, even if the information given to you by the live chat was incorrect, the bonus terms and conditions prevail. By signing up with the website you agreed to T&Cs and I would strongly recommend reading them before start playing to avoid any misunderstanding in the future. If you started to wager your promotional offer, I’m afraid there’s not much we can do for you.

Could you please advise if your withdrawal of €900 was processed already? Thank you very much in advance for your reply and understanding. 

Hello!

I don't quite understand what this is about.

As for the withdrawal, at the time of processing the withdrawal of funds, there were not enough funds in your account to make this withdrawal (you continued the game).

As for the bonus, it is not entirely clear who and when offered you this bonus (you did not write about it). It is advisable to provide screenshots so that I can understand what is at stake.

Just check the live chat history when the bonus was issued. I don't have any screenshots or anything like that.

Also, it's very frustrating that your staff don't answer any emails and only some questions via the live chat.

I asked for the letters that you sent to the post office and they showed me only 2 letters from you (for verification). There were no more letters from you to the post office.

As for the chat and the bonus, yes, I can confirm that our employee made a mistake by indicating the wager x30, the wager was x40 (by the way, the bonus itself contains information about this), but this does not negate the fact that there was a mistake on the part of our employee.

If you are interested in settling this conflict, we are ready to provide a bonus for you.

The biggest issue is that the chat agent said thst bonus was played with first on top of my 500 euro deposit. After losing about 200 euro, I had almost no real money left.

Thanks both sides for the updates.

Dear Thomas,

Would you be interested in settling this issue by accepting a bonus offer from the casino? Could you please confirm that the withdrawal of €900 has never been placed?

Hi,

€900 withdrawal issue is fixed.

I won't make another deposit at this casino until I get some kind of compensation for the bonus hassle. I would never have accepted this €200 bonus with my €500 deposit if I knew the terrible conditions it came with.

Hello

I am glad to announce that we have found a compromise with this player. I hope the incident is over.

Happy with the compensation. Just waiting for cash out now (want to see how long it takes before I make a new deposit.)

Thank you very much, GoodWin Casino team, for your assistance.

And thank you very much, Thomas, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, close. Thanks for helping me out.

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Thomas, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

www.kpvfaw.com