Goldwin Casino - Der Bonus des Spielers wurde nicht gewährt.

Hello, I could not collect my 100 free spins that I won within a week because of my deposit of 100 euros, as this is a promotion in the casino, because I had an open withdrawal request. Which is okay too. I have asked several times whether I will receive this later after the payment, even if the payment will only be made in a week. This was confirmed to me and also noted in the account and firmly promised. Now after the payment I was informed that it is only possible on Sundays and I was again promised to receive it. And on Sunday I am told that I will not get any free spins although the free spins have been promised to me. I also took screenshots of the chats as proof.

Hallo ich konnte meine 100 freispiele die ich wegen meiner Einzahlung von 100euro innerhalb einer Woche gewonnen habe, da dies eine Promotion in dem Casino ist nicht abholen, da ich eine offene Auszahlungsanfrage hatte. Was auch ok ist. Ich habe mehrmals gefragt ob ich diese nach der Auszahlung nachträglich erhalte auch wenn die Auszahlung erst in einer Woche erfolgt bekomme. Mir wurde dies bejaht und auch im Konto notiert und fest zugesagt.jetzt nach der Auszahlung wurde mir mitgeteilt das es nur Sonntags geht und mir nochmal fest versprochen diese zu erhalten. Und am Sonntag wird mir erzählt das ich keine freispiele bekomme obwohl mir die freispiele fest zugesagt wurden. Habe auch screenshots der chats gemacht als Beweis.

Hello toberoth318,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Goldwin Casino. Allow me to ask you a few more question before we would move forward.

Could you please advise based on what should you receive the free spins - was it because of a deposit or some kind of loyalty reward? Did the casino explain why will you not get them? When was the last time the casino responded to you regarding this issue?

Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

From Monday to Thursday, January 10th, 2022 to January 13th, 2021, I deposited at least 100 euros and should therefore get 100 free spins without a deposit on Sunday. However, since there was a pending payout, they could not be credited to me at the time, but they were firmly promised to me after the deposit was completed

Ich habe von Montag bis Donnerstag 10.01.2022 bis 13.01.2021 min. 100euro eingezahlt und deshalb 100 freispiele ohne Einzahlung am Sonntag darauf bekommen sollen. Da aber eine Ausstehende Auszahlung hatte konnte man mir diese zu dem Zeitpunkt nicht gutschreiben aber mir wurden diese fest zu gesagt nach Abschluss der Einzahlung

Thank you toberoth318 for all the information and the screenshots. I will now forward your complaint to my colleague Tomas who will be Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello toberoth318,

I looked at your complaint and will do my best to help you. I would like to invite Goldwin Casino into this conversation. Casino, can you please bring some light to this situation?

Hello Viliam,

We need to invite the user to come and clarify again if the bonus was not issued to him because it was already issued by the time he gave an update here 2 days ago.

First of all, his complaint was rather premature, seeing as he was given a reason why the spins could not be claimed on that Sunday and he was informed to come back for them.

He then came back on the 24th and was issued the 100 Free spins on the game SAILS OF GOLD. We have the chat proof if you need it, as well as the rounds played by the player on these spins.

We have also noted that this is very common with him, as he usually comes to claim he did not receive a specific bonus just so he can get it more than once.

Regards,

Amanda

In addition to the above, I can also confirm that the player was issued the free spins TWICE for the week preceding last week i.e. 10th to 15th January and this was done in error however, he did not complain about receiving it more than once.

On the 16th of January he was issued the following via Live Chat:

100 Free spins on Book of Dead at 11:57:38 GMT

100 Free spins on Jumanji at 15:02:50 GMT

Both set of free spins were duly played on the player's end.

Regards,

Amanda

Dear toberoth318,

can you confirm that you've received mentioned bonus, please?

Dear toberoth318,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.