Goldex Casino - opšta diskusija

I was playing Sun of Egypt 5 by 3 OAKS. I hit the bonus round. The bonus round ended and the "POWER" never showed it's value which could have been jackpot of 25,000$, Multi, etc... I have the complete video. I sent the video to Goldex 3 days ago, they didnt even acknowledge it. This is not ok.

Hey, if the little box with the- power symbol didn't show anything, the casino isn't responding, you can file a complaint and we'll look into it. 

In any case, if you wrote to them before the weekend, it's possible that they haven't dealt with it yet, so I would try to give it a few more days to see if they respond. If not, then I would go the complaint route.

What do you think?

I still have not heard back from the casino or 3 Oaks. The complaint was rejected from Casino Guru as they claim "The information provided does not demonstrate a confirmed financial loss or error that can be independently verified". The only thing that cannot be proved is HOW MUCH of a financial loss I incurred, but to say that it does not demonstrate that a financial loss was incurred is false as behind the "Power" is multi, boost or jackpot so yes, without that power turning, I am robbed of the chance at the 5000$ jackpot and a guaranteed increase by the boost or multi.

This is disappointing as a casino that doesnt do anything when technical glitches are proven (I have the video that Casino Guru didnt ask for) that casino deserves to be flagged.

Oh, sure, then obviously, since we don't know how much you could actually get out of it, you can't proceed any further. The casino should definitely look into this, and it would be good if the game provider said more about it. If neither of them does, then it will be difficult.

I find it insane, to be honest. No accountability. The glitch is blatantly clear. It's not "maybe their was a glitch". I was robbed of my full winnings and yet 3 Oaks and Goldex is dead silent. How casinos get away with this is beyond me and how this isn't a justifiable complaint baffles me even more to be honest. These companies get away with so much and I realize now it's simply because they can.

I wouldn't say it wasn't justified, but rather, how much should we be fighting for? It could have been anything. The important thing is that the casino should always resolve such glitches. I completely understand that you're upset, I would be too if I were in your shoes, but unfortunately, as I explained, there's nothing more we can do about this situation.

Thanks, Jaro. Another platform took the complaint public. There should be no gray area here. A casino that doesn’t respond to proven and factual technical failures needs to be bright to the public.

I'm glad to hear that. Could you please let me know if it got sorted out or how it turned out when you have some news?

I hope they can help you with that.🙂

I'm having a problem where the deposited amount was debited from my bank account twice, but only credited to my casino account once. And every time, the support team gives me the same answer:

"Here you will find the maximum time frame for different payment methods:"

Bank transfer – up to 7 working days,

Bank card – up to 4 hours,

e-Wallet, voucher – up to 30 minutes.

However, if the deposit is not credited after the specified time, please contact us again and attach a detailed screenshot of the deposit. We will forward this issue to the finance department for investigation.

The funny thing is, I only made one deposit, and the second payment was taken without my input. To me, that's blatant fraud or even theft!

And because every support line gives the same (scripted) answer, I think it's standard practice there and happens quite often. The support is 90% bot-based; you can click through it or write nonsense, but that's all you'll get.

Since I only play with small deposits, including bonuses, it's not a huge loss – but it's outrageous, and you'd really like to give such casinos a good thrashing instead of just reporting them here, because it's certainly a crime in the country where they register to simply withdraw money from someone else's account without permission.

I find it particularly outrageous that the casino claims to have nothing to do with it and is trying to pin the blame on me, placing me under general suspicion of wanting to cheat. It's THEIR service provider handling the money, not mine. My bank received an (unauthorized) request and processed it.

Ich habe dort das Problem das man mir 2 mal vom Bankkonto den eingezahlten Betrag abbuchte aber nur einmal im Casino aufrechnete. Und jedes mal kommt die Antwort vom Support:

"Hier finden Sie den maximalen Zeitrahmen für verschiedene Zahlungsmethoden:

Banküberweisung – bis zu 7 Werktage,

Bankkarte – bis zu 4 Stunden,

e-Wallet, Gutschein – bis zu 30 Minuten.

Wenn die Einzahlung jedoch nach der angegebenen Zeit nicht gutgeschrieben wird, kontaktieren Sie uns erneut und fügen Sie einen detaillierten Screenshot der Einzahlung bei. Wir werden dieses Problem zur Untersuchung an die Finanzabteilung weiterleiten."

Der Witz daran ist das ich nur einmal eingezahlt habe und die zweite Zahlung ohne mein dazutun abgezogen wurde. Für mich ist das glatter Betrug oder gar Diebstahl!!!

Und weil von jedem Support die selbe Antwort (vom Script) kommt denke ich das es dort Usus ist und das öfters passiert. Der Support besteht zu 90% aus nem BOT, da kann man sich durchklicken oder dämlich schreiben, mehr kommt da nicht.

Da ich nur kleine Einzahlungen, incl Bonus, spiele ist es jetzt kein großer Schaden - aber es ist eine Frechheit und man möchte solchen Casis am liebsten richtig einen rein drücken anstatt nur hier zu melden, denn es ist bestimmt auch in dem Anmeldeland eine Straftat wenn man von fremden Konten einfach, ohne Erlaubnis, Geld abbucht.

Besonders dreist finde ich die Aussage das das Casino nichts damit zu tun hat und mir den Fehler anhängen will, mich erst einmal unter Generalverdacht stellt das ich betrügen wolle. Dabei ist es DEREN Dienstleister der das mit dem Geld regelt und nicht meiner. Meine Bank hat eine Eingabe bekommen (unberechtigt) und sie ausgeführt.

This casino has proven to do absolutely nothing when proved wrong. Jaro, regarding the game Sun Of Egypt 5 that clearly showed a power symbol that was left unpaid. They claim "visual glitch". I have never heard such horse shite in my life. 3 Oaks Gaming are crooks and Goldex is too. I have requested Goldex close my account about 17 times...they dont. They play with bonuses etc... I have requested self-exlcusion from their site and they just keep manipualting and trying to lure me in with crappy self-serving bonuses. This casino and all of Hollycorn is plain gross.

I contacted support again, where they fobbed me off with the same sentence and pointed out that it must be 7 calendar days (i.e., from Monday to Friday) before they will react.

However, I discussed this privately with my banker, who told me that under German law, it is clearly a criminal offense if someone uses the data to withdraw money they are not entitled to.

My bank will no longer process any customer deposits to this service provider in the future; this can be done very simply by adding them to a list (which applies nationwide to all Volksbanken and Raiffeisenbanken).

They're cutting themselves into the ground for €20.

Habe noch einmal den Support angeschrieben wo man mich mit dem selben Satz abspeiste und darauf hinwies das es 7 Kalendertage (also von Montags - Freitags) sein müssen bevor reagiert wird.

Habe das aber privat mit meinem Banker besprochen, der mir sagte das hier eindeutig nach deutschen Gesetz eine Straftat vorliegt wenn jemand anhand der Daten einfach etwas abhebt was Ihm nicht zusteht.

Meine Bank wird in Zukunft keine Einzahlung mehr von Kunden an diesen Dienstanbieter mehr ausführen, das geht sehr einfach die in eine Liste (die bundesweit für alle Volks & Raiffeisenbanken gilt) zu schreiben.

Die schneiden sich für 20€ selbst ins Fleisch.

Hello, I understand it sounds weird, but the slots work quite the opposite: first, the spin result is defined based on RNG, and then the graphics are adjusted to provide the corresponding visuals. 🙁

From that perspective, it technically makes sense, although I understand that players are fixed primarily on visuals. In any case, I respect your poor experience, and I guess Jaro does too.

When it comes to self-exclusion, did you mention gambling problems too? It is perhaps not common knowledge, but "classic" self-exclusion can be addressed just like you described. However, once the gambling problem is mentioned clearly, any casino should act without delay and restrict the player from playing.

Hence, my question. No need to answer, of course; I just thought it may help avoid possible misunderstanding.

I guess the casino lacking a German license does not care about that very much, if you catch my drift. Additionally, because of the lack of direct access to local banks, they rely on third-party payment providers, which means that the prolonged time frames may serve as reserves for actions that the casino can only request from the third party. I saw this as a kind of precaution measure applied by the operators.

But I understand that, as a customer, you expect something a bit different, right? Perfectly valid point. Thank you.

They are asking for the two deposit slips - you can have them.

But now they're demanding complete statements since that day. What business is it of theirs what transactions are happening on my account and other data? That's either criminal or just plain stupid.

Sie verlangen die zwei Einzahlungsbelege - die können Sie haben.

Aber jetzt verlangen Sie die kompletten Auszüge seit dem Tag, was geht die das an welche Aktionen auf meinem Konto laufen und andere Daten? Das ist schon kriminell oder blöd

Hello, in this particular case, the POWER symbol was the next scatter to appear. The Power symbol was there but never revealed itself. The symbol has to reveal itself to show one of 3 values. The only reason it would not reveal itself is an error, which they chose to call a visual glitch. That whole row would not have been visible had the Power symbol been a "visual glitch", it would have been light gray. I realized that 3 OAKS isn't recognized as a respectable game provider -- something I never knew and now I know why. The video I provided is crystal clear with no room for ambiguity. The casino is a typical Hollycorn casino...no accountability, and no player respect. I shouldnt have been surprised by their non action.

As for the self-exlusion request. Based on casinos Terms and Conditions, a request for self-exlusion should be sufficient. But you are correct, mentioning problem-gambling or addiction usually gets them to act quicker, but not always.

The reality is, over 80% of online players are not "leisure players" and more than likely problem gamblers and most casinos prey on this, which is no secret, but that is besides the point.

We live and learn, hopefully.

Hello, I understand that for most it sounds like quite an irrational request or perhaps feels like the equivalent of sticking a nose into our private transactions out of curiosity.

I'm not going to lie; based on what I've seen, the operators have some AML procedures, which they sometimes use without context or without explanation. I'm not sure why the casino is interested in the entire history, or if they are only interested in deposits. In my experience, they rarely explain why such a document is required, so providing it is sometimes easier because it is needed for verification. I would, however, blur all unrelated transactions, unless the casino takes the time to explain the request properly.

Using a separate banking account just for casino transactions can perhaps help in the future.

Good day to you and I thank you for replying.

I understand how you interpret the situation and why it led you to lose trust in both the game provider and the casino.

From the other side, the key limitation remains the same: the outcome of a spin is defined server-side, while visuals are only a representation of that result. But I get it; it's not necessary to repeat that.

As for self-exclusion, this is exactly why I asked how the request was phrased. Different types of requests trigger different internal procedures, and if certain information wasn’t explicitly stated, it can’t be assumed or acted upon retroactively. Without that detail, it’s not possible to assess whether there was a failure in the process or a misunderstanding in expectations.

You may be right in your assumption, and if you don’t mind me saying, that’s actually the paradox we often run into here.

What you described is precisely why we try to mentor players a bit: requests for account closure or self-exclusion that don’t include a concrete reason, or don’t explicitly mention a gambling problem, often trigger responses from casinos that feel unexpected or inadequate to the player.

This is an important point, and thank you for saying that.

you see that power symbol on the above row before the last? It’s not only visible, it’s very clear! The top row is shaded which means that row of scatters wasn’t attained. In the game Sun of Egypt 5, all scatters must reveal themselves and every power symbol has a value of boost, multi or jackpot. This symbol, in the video, very clearly did not reveal itself. There is nothing ambiguous about this. I was robbed of up to 5000$ plus but, casinos get away with it because no one really cares.

Well, I believe this is now more about emotions.

If the explanation was the visual glitch, keeping a screenshot of the visual glitch as counterproof is not the strongest position, if you know what I mean. The outcome in the system is the true outcome of a spin, not the visuals.

I understand your feelings, and I respect those, of course.