GrandWin Casino - Player's withdrawal amount is disputed.

Last week, I signed up at GrandWin Casino and claimed one of their promotional bonus offers. During my gameplay, my bonus balance grew significantly, reaching approximately $4,000 at one point.

While I was playing, I noticed what appeared to be a problem with how the promotion was being applied. My spins were not being deducted from the promotional spin balance as they should have been, yet my bonus balance continued to decrease. This did not seem correct, so I immediately began documenting everything.

I recorded my screen, took screenshots, and contacted GrandWin customer support by email, explaining the issue and providing video evidence. After several communications, the casino acknowledged the issue and eventually corrected the problem so that the promotion appeared to function properly.

I then continued playing and successfully completed the wagering requirements associated with the bonus.

At the time I completed the wagering requirements, my bonus balance was approximately $1,500, which I reasonably expected would convert into real cash in accordance with the promotion and the information displayed in my account.

Instead, when the conversion took place, only $125 was credited to my real money balance.

I have requested a detailed explanation of how this calculation was made, but I have not received a satisfactory response. Based on the information displayed throughout the promotion and my completed wagering requirements, I do not understand how a bonus balance of approximately $1,500 could result in only $125 of real funds.

I have retained screenshots, screen recordings, and email correspondence documenting the entire sequence of events, including the original promotional issue, the casino's correction of that issue, the completion of the wagering requirements, and the final bonus conversion. I am asking Casino Guru to independently review my evidence and help determine whether the bonus was converted correctly according to the promotion's terms or whether an error occurred.

My goal is simply to receive a transparent explanation of the calculation and, if the conversion was incorrect, to have the correct amount credited to my account.

I have screen recordings that wont allow me to upload

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to or a screenshot of the bonus you activated and played with? Was it a deposit bonus or a free, no-deposit bonus?
• Did you activate the bonus directly through your casino account, or did you receive it as a promotional offer via email?
• What types of games did you play while your bonus was active?

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

Best regards

Veronika

Dear joey7,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru