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Hello, exactly 7 days ago I requested a payout via Bitcoin in the amount of 400€. Subsequently, I was asked to verify my account. I immediately did this, and it was confirmed. Now, I'm waiting for the payout which is still pending. I'm not getting a clear response. Today, I cashed out another 200€ via bank transfer and I'm concerned that I may never see this total sum of 600€. Can you help me?

Hallo, ich habe vor genau 7 Tagen eine Auszahlung via Bitcoin in Höhe von 400€ beantragt. Dauraufhin wurde ich gebeten mit zu verifizieren. Dies habe ich sofort erledigt und das wurde auch bestätigt. Nun warte ich auf die Auszahlung die immer noch als Ausstehend steht. Eine konkrete Antwort bekomme ich nicht. Jetzt habe ich heute nochmal 200€ via Banktransfer ausgezahlt und habe sorge, das ich diese insgesamt 600€ vielleicht nie sehen werde. Könnt ihr mir helfen?

Dear jasmin97,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello, okay, I'll get back to you in a week. I am sure that even then there will be no payout. The Greatwin Casino behaves really strangely when asked. Thanks

Hallo, okay dann melde ich mich in einer Woche wieder. Ich bin mir sicher, dass auch dann keine Auszahlung gekommen sein wird. Das Greatwin Casino verhält sich wirklich sehr merkwürdig bei nachfragen. Danke

Now I have another question about this. How can it be that the casino completed the December 1st payout today. The one from November 24th has still not been processed. That makes absolutely no sense. €200 has been approved but not yet the €400 even though that was a long time ago.

Jetzt habe ich eine andere Frage dazu. Wie kann es sein, dass das Casino die Auszahlung vom 1.12 heute abgeschlossen hat. Die vom 24.11 ist aber immer noch nicht bearbeitet. Das macht doch absolut keinen Sinn. 200€ wurden genehmigt die 400€ aber noch nicht obwohl die länger her ist.

Thanks for your response.

Have you deposited via Bitcoin and a bank transfer in the casino? Have you received any response from the casino, or was your withdrawal processed in the meantime?

Dear jasmin97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.