GoodWin Casino Support and Complaints Thread

Hi everyone!

My name is Andrew and I'm the GoodWin Casino representative.

I am glad to announce that now we are in this forum. Here I am ready to help you with any questions, I will also be glad to hear new ideas or suggestions. We will be very pleased too see your comments and feedback about our casino!

I am always open to communication :)

Welcome to LCB forum, Andrew! Glad to have you here to assist our members! 

Welcome to LCB Andrew! 

Hi Andrew, welcome to LCB! 

Welcome on board Andrew! 

What can i say other than what a horrible experience! First of all i deposit with bitcoin to try their 200% welcome offer. Not added. I email support since there is no live chat, after hours no reply. So i try raw.. win some lose some at 29.96e balance i try cash out to see how that goes. "minimum 30" wow by pennies so i go back to slots.. almost lose all by going straight to 2e balance before finding a way over 30 again. Go try to cash out my 30e... "cash out amount cannot be over 30$ usd without real money deposit" what!?!?!? And of course still support is nowhere to be seen. This is unreal.

Hi fredos386, 

We've sent your account info to the Casino Rep. Keep an eye on this thread for the updates.

Hi fredos386, 

The Casino Rep confirmed that they are looking into your account and will reply here in the thread as soon as possible. 

Hello.
Thank you for writing about this.
I would like to apologize for the long reply.
To understand this situation in detail, I would like to clarify your mail with which you registered with us.
As soon as I get this data, I can quickly figure out the situation.

Registered in goodwill 05/09/2020 played every day: either slots, then roulette + several card games, replenished everything from his card. For all the time, I never withdrew funds, and there were enough deposits there, I won a little, and then again I lose everything and now I won at roulette, the time was later and I decided to stop and put funds for withdrawal at that time It was 28000r. The following funds were not received, I wrote in support to clarify how long this process would take, which I was assured: "from a few minutes to 24, usually much faster." A day later, I asked why the funds were not received, although the deadline (24 hours) was long gone, to which they answered “I wrote aboutyour conclusion, the information will be in the afternoon ”- an exhaustive answer, isn’t it?) Internal correspondence does not interest me, the question“ why it was announced for withdrawal 24 hours, but in fact it’s already much more ”remained unanswered. While still trying to find out when and how I will get the answer, they said in the afternoon. I ask the day is when? - “day is day, and now is early morning”, it feels like I'm asking for a service or help, in fact I demand that they follow their own rules and give me the promises.
A letter arrived in the afternoon, it was said “soon the verification will be completed” (screenshot 2). I’ll call on the contacts indicated in the casino (they don’t know how to chat with clients / don’t want to). They gave a clear answer on the phone “today, in the worst case, tomorrow the verification will end and the funds will be sent to you” (Unfortunately, I didn’t record the conversation, because at that time I thought that I just started withdrawing funds at the wrong time).
After these 2 days, I write in a chat:
-the promised verification deadlines expired, where the result ”
- We are waiting for a response from the provider. If all is well, soon the check will end
You said that the deadline is yesterday
I have nothing to add, I announced to you what I know
Those. the client asks: why do not you carry out your operations within the promised time? - I have nothing to add (do I need to comment on this at all?)
The next day, chat again, again the same answers “in secret” - what does it mean soon? If you are a licensed casino, you should have clear rules for each check - with these thoughts I asked this question in the chat. Guess what you answered? - just closed the chat (screenshot 3, 4).
Hope still left me and the next day I called again (it makes sense to ask questions in the chat if they are not answered or just close the chat?). The girl said that I can only get concrete answers to my questions in the chat, and if the chat closes after my questions, I heard the following recommendation “try again” (am I playing slots or talking to support?)
05/25 A letter came where they accused me of violating almost all the rules of the casino, and with their Evolution Gamign roulette game (do you know this?) “Overdone” the funds (screenshot 5). At the moment, I can’t log into my account, not even a deposit has been returned, and the previous chat conversation has been partially deleted (screenshot 6).
Describing in such detail (with quotes and screenshots), I want potential players (who, unlike me, to read reviews first) to answer the question: do they want to experience something like this or still enjoy playing in a casino?

Hi krasnet,

The casino rep is looking into your case and they promised we'll have the answers  soon. We'll keep you posted. 

Goodwin closed?

GoodWin online casino started receiving complaints about non-payments. The casino does not pay money and has been silent since about October 10: "The money has not even been debited from the gaming account so far. The support chat is silent."

The manager who answered the complaints of the players on the Russian-speaking forums wrote: "Hello! I am no longer related to the GoodWin casino. As far as I know, a lot of guys were disbanded there, so I won't tell you who to turn to now, the guy who was the community manager too does not work any more."

The Skype contact specified in the affiliate program is also not responding. I would like to hear the opinion of the LCB team on this issue, do they have a connection with the manager?

Thanks for bringing this to our attention. We haven't been in touch with the casino recently. We'll investigate it further and get back to you.