GreatSpin Casino - Player's withdrawal is delayed due to account issues.

Good evening, I entered the casino, made the first deposit of 30 euros and got another 30 euros in bonuses. I played and reached 180 euros without using my own money and so I had a real balance of 150 euros. I verified it, it accepted it and let me make a withdrawal. After 2 days, I received an email saying that the withdrawal was canceled because my verification was incorrect and they wanted me to send them the card that made the transaction and the transaction receipt. As soon as I sent them, they told me that everything was fine but they sent me another message saying that because I did not complete the bonus wagering, I cannot get my real balance of 150 euros and they took it back from me. account and they left me 30 euros which was my deposit..when I went to get these 30 euros they told me that there was a problem because instead of dimitrios pxxxxxxxxxs I had written jim pxxxxxxxxxs (jim is my first name in English) in all the casinos I have it like that and there is no problem.. jim=dimitris.. now I am waiting for an answer to see what will happen.. as for the bonus in all the casinos if they give you money without having used your own money you have a real balance that you can cancel the bonus and make a withdrawal...at greatspin that does not apply...

Dear papa_jim,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if you currently have access to your casino account?
• Do I understand correctly that you have €30 in your active balance?
• Also, can you please explain why you didn't register with your own and legally correct name?

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,

Kristina

Good morning, I have access to my account and I have a real balance of 30 euros from the 150 I had when I made the withdrawal. As for the name, Jim is my real name in English and I use it in all casinos without a problem..it does not say anywhere that we have to write it exactly as it is on the ID when we register. Also on Wikipedia it is Demetrius in Greek and Jim-Demetrius in English.

Thank you for your reply, papa_jim. Please understand that even if it is an English variation of your name, that doesn't make it your official and correct name. I checked the General T&Cs and I found this:

5.1. In order to participate in the games provided by greatspin12356.com, You need to create an account on the Website. An account is created upon registration on the Website, and allows You to make deposits, and allows the Company to identify each client. You guarantee and hereby warrant that the data provided when opening your account is correct. To play the Games on the Site, you must be a real person. You cannot be a company or other legal entity. The Player confirms that he is not a Casino employee or a relative of a Casino employee.

5.9. You agree to provide true and accurate information necessary to create an account. The name indicated during registration must correspond to Your real name and must not contain errors.

I am sorry, but all players must provide correct personal details, and they must match the personal details from the documents, no exceptions. If some casinos verify your information even with an English variation of your name, that is their decision to make. However, from our standpoint, we are unable to provide further assistance. I can only recommend that you always register accounts with the correct personal data so you avoid any problems in the future.

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 any issues with this or any other casino in the future.