GreatSpin Casino - Pelaajan voitot on takavarikoitu.

Dear Guru Team,

I’m seeking your support regarding what I believe was an unfair action taken by Greatspin Casino.

After depositing USD 100 and receiving a €100 bonus, I played Big Bad Wolf and increased my balance to USD 424. I then clicked "Cancel Bonus," expecting only the USD 100 bonus to be removed, as there was no warning or indication that my winnings would be affected. My balance dropped to USD 324 (all shown as Cash balance), which seemed correct.

However, two days later, Greatspin informed me that all my winnings were forfeited due to canceling the bonus before completing wagering, citing their terms. I was left with only my original USD 100 deposit.

I believe this is misleading and unfair. The platform provided no clear warning, and the delayed manual removal of funds further undermines trust. I acted in good faith and would gladly complete the wagering if allowed.

I kindly ask for your help in resolving this and recovering my rightful winnings.

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:

1. When you activated the bonus, did you see your balance divided into real money and bonus money, or was the entire amount marked as bonus money?
2. How much of the wagering requirements had you completed when you cancelled the bonus?
3. Could you please request the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus up to the moment you cancelled it and requested a withdrawal of your winnings? Once you receive the file, kindly forward it to me at [email protected].

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

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1. Balance was always divided : cash balance and bonus balance. And the bonus balance was always 100, the only part that changed after my play was cash balance, which increased.
2. I wagered about 325 before I canceled the bonus
3. I have just requested the gameplay history from the casino

Thank you for your response. Have you received your gameplay history in the meantime?

Yes, I have just received it yesterday and sent to you now

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear zikomat,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from GreatSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear GreatSpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear zikomat,

I have repeatedly tried to contact GreatSpin Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo