GoodWin Casino - Se han pasado por alto los intentos del jugador de cerrar su cuenta.

I asked that they delete my account indefinitely, they did, the problem was as I told them about the game, I have emails and WhatsApp that confirm it, they do not close it and I continue playing and losing until I force them to close the account. Like any gambling problem, it comes to my head to play and I told them to open the account again and they told me that I should send a message assuming responsibility to open it, I did and the second time they opened it like that twice, I know that the money will not get it back around here but I will denounce them in all instances even in ordinary justice

Pedí que eliminarán mi cuenta de forma indefinida así lo hicieron, el problema era como les dije de juego tengo correos y WhatsApp que así lo confirman, no me la cierran y sigo jugando y perdiendo hasta que les obligo ha cerrar la cuenta. Como cualquier ludopata se me viene a la cabeza jugar y les dije que me abriese de nuevo la cuenta y me dijeron que debía mandar un mensaje asumiendo responsabilidad para abrirla lo hice y al segundo lo abrieron así dos veces, se que el dinero no lo recuperare por aquí pero los denunciaré en todas las instancias incluso en la justicia ordinaria

Dear jotam1976,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and forward emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked general terms and conditions on the website, and this is what I found https://goodwincasino.com/sk/information/terms?policy=conditions:

„The Customer may close his/her account (including deleting username and password) any time by sending us an email to support@Goodwincasino.com.

The client is solely responsible for any transactions in his/her account until he obtained confirmation of its closure."

Do I understand correctly, that you’ve reopened your account again?

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,

Kristina

I have already sent you the emails, you will notice that up to three times I had to ask to be blocked and to unblock they did it the second

Ya le he enviado los correos observará que hasta en tres ocasiones tuve que pedir que me bloquearan y para desbloquear lo hacían al segundo

jotam1976, thank you very much for your emails. Unfortunately, your message does not contain enough information for the casino to indicate that you are asking for self-exclusion.

In order to ask for self-exclusion, you have to be more specific than this. The best would be to mention words such as 'self-exclusion' as well as to provide a reason for it (gambling problem) and the time period.

I apologize but we believe that in this case, the casino probably understood your message to be a request for the account closure, therefore it proceeded correctly.

If there is anything else, that could help us to support your case, please forward it to me, otherwise, we will be forced to close this complaint.

Sorry, but in the mail it clearly states that my account is blocked and that it will not be reopened, more clearly I do not think it can be

Perdón pero en el correo pone claramente bloqueen mi cuenta y que no se vuelva abrir, más claro no creo que se pueda

In other casinos my request served to deny the opening again.

En otros casinos la mis petición sirvió para que negaran la apertura de nuevo.

What I want is for the players to know that this casino does not respect the request of the players, even if you say that it did well, it is not true, I said that this casino would never open again, it does not respect

Yo lo que quiero es que los jugadores sepan que este casino no respeta la solicitud de los jugadores aunque ustedes digan que hizo bien no es cierto dije que nunca más se abriese este casino no respeta

jotam1976, I am sorry, but the message wasn't informative enough as I mentioned in my previous message. It should always contain the reason for closing your account (in this case you should always inform the casino, that you wish to self-exclude due to gambling problems), otherwise, the casino can easily mistake your self-exclusion request for basic account closure. You've reopened your account by asking the support multiple times, and we believe the casino proceeded correctly.

Unfortunately, after gathering all the necessary information we are rejecting this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.