Goldspin Casino - Рахунок гравця закривається, а виграш конфіскується.

I am contacting you regarding an unresolved issue with my account. I registered on the platform (Goldspin) on 10/15/2024 and chose to receive the casino welcome bonus. After making my first deposit, I started playing Crazy Time and successfully completed the bonus wagering requirements at 100%, achieving a balance of (6,000€).

After completing the bonus and ensuring with customer support that any winnings belonged to me, I was informed that I could withdraw my potential winnings after the full percentage of the bonus was met. This was indeed the case, and my balance was (6,000€) in real funds obtained through the welcome bonus, fully completed.

However, when I verified my account and requested the withdrawal of funds to my credit card, the amount of €6,000 was deducted from my account on the grounds of an alleged non-compliance with the bonus terms.

"This is the first and last email I received from the casino to date."

(You can find the full email in the archive, image.)

GOLDSPIN MAIL 10/18/2024

*As stated in our terms and conditions (section 23.6), you have the right to cancel any bonuses before proceeding to their wagering, without losing your own funds. However, if you choose to cancel a bonus after playing with bonus funds but before fulfilling the wagering requirements, any winnings accumulated during the bonus period will be deducted, as outlined in the same section.*

*Additionally, section 23.17 of our terms and conditions explains that if you choose to request a withdrawal of your deposit before meeting the bonus wagering requirements, the bonus amount and associated winnings will be voided. The remaining funds, if any, will be paid out to you. In your case, 5960€ were voided, and the last two deposits were returned.*

I want to clarify that no bonus was canceled, and I did not request any withdrawal before completing the bonus.

I tried to contact customer support, but soon after, my account was blocked without a valid reason or even a warning email, despite my having requested more information on the matter. I have sent at least 20 emails to customer support asking for further explanations, but the casino has never provided a concrete response, and as of today, Thursday, November 7th, I have not received any response from the casino.

I must emphasize that I have complied with all the terms and conditions of the site (Goldspin). If non-compliance had indeed occurred, the funds should not have been transferred to the real balance nor made available for withdrawal.

Unfortunately, the casino has become unreachable for me via email and chat.

Thank you very much for your attention and patience. I look forward to your prompt response.

Best regards, 

Evidence screenshot : [removed by casino.guru admin]

Let me know if there’s anything else I can help with!

Dear Tixbendato,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldspin Casino.

The link you submitted doesn't work, and therefore I removed it.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain how you determined the wagering of the bonus was complete?
• Which games did you play to clear the bonus wagering requirement to your knowledge?
• Could you please submit evidence in another way? You can share screenshots as files in the complaint thread or forward them to my email.
• Could you please forward the email you received from the casino you refer to also to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tixbendato,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at Tixbendato's request.

Message from the player:

Hi, after several emails sent to the casino, they finally deigned me an answer

I receive the second email from the casino three months after the incident

Following your recent request, we would like to inform you that your case has been thoroughly reviewed again. Unfortunately, our conclusions remain unchanged.

After review, it was confirmed that the maximum wagering limit during the bonus funds game was exceeded mainly with bets of 6, 11 and 22 EUR (which are higher than the 5 EUR limit during the bonus game) in Lightning Ball and Crazy Time games, and the bonus was cancelled on 17-10-2024 02:16:21 UTC TZ as outlined in our Terms and Conditions. As a result, the cancellation of funds was carried out in strict accordance with these rules, which have already been communicated in our previous correspondence.

In good faith, we have refunded your two most recent deposits, with a total value of €40. However, we note that instead of withdrawing these refunded deposits, you have chosen to continue playing with the funds. Therefore, we regret to inform you that no further action can be taken regarding this matter.

Please note that this decision is final and irrevocable.

If you have any further questions, we remain available to assist you in complying with our policies.

Thank you for your understanding.

Kind regards

GoldSpin Support Team

I would like to emphasize that the bonus has been completed 100% is available in real balance for withdrawal, I have never canceled any winnings, also because very substantial would not have made sense, how is it possible that the site does not have a limiter to block bets over five euros, evidently it is unfair play, Since the site allows the player to violate this rule and automatically the casino refuses to pay the winnings, when the site actually tricks players into making a mistake

I have never gone over it It is since October 2024 that I have been sending complaints to CEG, they have always replied that the Gold Spin casino is not under their jurisdiction, when the casino actually shows the Curacao logo and Gaming

As a consumer I feel cheated, I completed the welcome bonus, and the money was available for withdrawal

Dear Tixbendato,

Do you have access to your player's account?

Could you please share a screenshot from your bonus history showing which bonuses were active on your account and when if possible?

Our position regarding the breach of maximum bet rule in online casinos is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

In my communication with the casino, I explained that this violation occurred unintentionally. The casino system did not provide warnings or restrictions to prevent betting beyond the allowed limit, making it easy for a player to go over the limit without realizing it. I emphasized that it was not my intention to violate the terms and that if I had received a warning, I would have immediately adjusted my behavior.

However, the lack of automatic warnings or restrictions in the casino system to prevent such errors can lead to inadvertent violations by players.

I hope that Casino Guru can assist me in communicating with the casino to review my case, considering the inadvertent nature of the breach and my history as a fair player on the platform.

I would like to point out that I no longer have access to my account.

this is a purely random screenshot, taken the same day, the final amount upon completion of the bonus is 6000 euros

Nella mia comunicazione con il casinò, ho spiegato che questa infrazione è avvenuta in modo non intenzionale. Il sistema del casinò non ha fornito avvisi o restrizioni per impedire scommesse oltre il limite consentito, rendendo facile per un giocatore superare il limite senza rendersene conto. Ho sottolineato che non era mia intenzione violare i termini e che, se avessi ricevuto un avviso, avrei immediatamente adeguato il mio comportamento.

Tuttavia, la mancanza di avvisi o restrizioni automatiche nel sistema del casinò per prevenire tali errori può portare a violazioni involontarie da parte dei giocatori.

Spero che Casinò Guru possa assistermi nel comunicare con il casinò per rivedere il mio caso, considerando la natura involontaria della violazione e la mia storia come giocatore leale sulla piattaforma.

ci tengo a sottolineare che non ho più l’accesso al mio account.

questo é uno screenshot puramente casuale, fatto lo stesso giorno, l’importo al finale al completamento del bonus trattasi di 6000 euro

After receiving their decision to void my bonus and related funds, I tried to file an official complaint to Curaçao eGaming (CEG), as their profile shows licenses issued by this authority.

Unfortunately, as you can see from their response (attached in screenshot), my complaint was rejected because Gold Spin is not operated under CEG ADR accreditation, so they cannot intervene in my case. They advised me to contact the operator directly to resolve the issue, but as you know I have already tried this route without success.

At this point, I kindly ask you if you can help me put pressure on Gold Spin to reassess my situation, considering that the violation of the betting limit was completely involuntary and due to the lack of warnings from the platform.

Thanks again for your support, I look forward to hearing from you.

Dopo aver ricevuto la loro decisione di annullare il mio bonus e i fondi correlati, ho provato a presentare un reclamo ufficiale a Curaçao eGaming (CEG), dato che il loro profilo mostra licenza rilasciate da questa autorità.

Purtroppo, come potete vedere dalla loro risposta (allegata in screenshot), il mio reclamo è stato respinto perché Gold Spin non è gestito sotto l'accreditamento CEG ADR, quindi non possono intervenire nel mio caso. Mi hanno consigliato di contattare direttamente l'operatore per risolvere la questione, ma come sapete ho già tentato questa strada senza successo.

A questo punto, vi chiedo gentilmente se potete aiutarmi a fare pressione su Gold Spin affinché rivalutino la mia situazione, considerando che la violazione del limite di scommessa è stata del tutto involontaria e dovuta alla mancanza di avvisi da parte della piattaforma.

Grazie ancora per il vostro supporto, attendo una vostra risposta.

Dear Tixbendato,

I checked the information available and the CEG is already defunct. All Curacao licenses were merged into a single GCB license. The casino seems to operate with an active Anjouan Gaming license. Please check more information on the licensors here:

https://casinoguru-en.com/licensing-authorities/comoros-license

https://casinoguru-en.com/licensing-authorities/curacao-license

From our point of view, if you breached the maximum bet repeatedly there is nothing we can do to assist you as we consider confiscation of winnings a decision we won't go against. Kindly explain whether you breached the maximum bet repeatedly while playing. Thanks in advance for your reply.

Thank you for your reply. I would like to clarify my position regarding the alleged violation of the maximum bet.

According to your own fair gambling guidelines, a "fair and safe casino" should implement measures to prevent players from unintentionally violating the terms. If the casino had a maximum bet, it should have automatically prevented players from exceeding it, as you yourself indicated in your article:

" If a casino has a $5 maximum bet limit when playing with bonus money, then you shouldn’t be allowed to wager amounts greater than $5. That is, the casino’s system itself shouldn’t allow bets greater than that, and players can’t accidentally break a rule they’re not aware of."

If I exceeded the betting limit, it happened without any warning or blocking by the casino system, which shows a lack of protection for players. A fair and safe casino should have prevented these bets instead of letting the player play normally and then voiding the winnings only after completing the bonus.

Furthermore, the casino did not provide me with any detailed evidence of the alleged violations nor did they ever warn me during the game, which makes their action even more questionable. I therefore request that I be provided with concrete evidence of the disputed bets, including amounts, dates and times. If the casino is unable to provide such evidence or if their system allowed the limits to be exceeded without restriction, then the confiscation of my winnings cannot be considered fair.

I rely on your judgment and experience to assess the situation fairly, in compliance with the principles of correctness that you yourselves promote.

Waiting for your reply, thank you for your attention.

Vi ringrazio per la vostra risposta. Vorrei chiarire la mia posizione in merito alla presunta violazione della puntata massima.

secondo le vostre stesse linee guida sulla correttezza del gioco d’azzardo, un "casinò equo e sicuro"dovrebbe implementare misure per impedire ai giocatori di violare involontariamente i termini. Se il casinò prevedeva un limite massimo di puntata, avrebbe dovuto impedire automaticamente di superarlo, come da voi stesso indicato nel vostro articolo:

"Se un casinò prevede un limite di puntata massima pari a $5 quando si gioca con il denaro bonus, non dovrebbe essere permesso mettere in gioco importi superiori a $5. Ovvero, il sistema stesso del casinò non dovrebbe accettare puntate di importo superiore, e i giocatori non potrebbero infrangere accidentalmente una regola di cui non sono a conoscenza."

Se ho superato il limite di puntata, ciò è avvenuto senza alcun avviso o blocco da parte del sistema del casinò, il che dimostra una mancanza di protezione nei confronti dei giocatori. Un casinò equo e sicuro avrebbe dovuto impedire queste puntate invece di lasciare che il giocatore giocasse normalmente e poi annullare le vincite solo dopo aver completato il bonus.

Inoltre, il casinò non mi ha fornito alcuna prova dettagliata delle presunte violazioni né mi ha mai avvisato durante il gioco, il che rende la loro azione ancora più discutibile. Chiedo quindi che mi vengano fornite prove concrete delle puntate contestate, inclusi importi, date e orari. Se il casinò non è in grado di fornire tali prove o se il loro sistema ha permesso di superare i limiti senza restrizioni, allora la confisca delle mie vincite non può essere considerata giusta.

Mi affido al vostro giudizio e alla vostra esperienza per valutare la situazione in modo equo, nel rispetto dei principi di correttezza che voi stessi promuovete.

In attesa di una vostra risposta, vi ringrazio per l’attenzione.

Thanks for pointing that out.

This casino doesn't have the 'fair and safe' or 'fair' badges mentioned in our fair gambling codex. https://casino.guru/fair-and-safe-badges

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.