GratoWin Casino - general discussion (page 2)

Not saying that this is normal, just saying that also players need to stick to the terms of every casino, so we can call the game fair, I could say. You got the precise explanation of everything in your complaint, as well.

There is no need to spread the posts all over the forum, please. Let's stay in this official thread, if possible. Thank you.

hi more or less the same thing happened to me. Here we are talking about theft, there is no regulation that authorizes you as a casino to take back the money you won without using bonuses. Here there is a very serious crime of embezzlement. When the regulation is violated, the offender's profile is deleted but the money won is returned because it is the winner's money, won without using bonuses. This is stealing, so let's unite to ask when due. Meanwhile the complaint has started. They do it on purpose to steal money. In my case, I played with my mother's name and surname and when they wanted the document they realized that I had 2 profiles open but with a single ATM. The check had to be done upstream when I started playing and not when I had to collect the money of 550 euros won with a deposit of only 20 euros with hours and hours of play. So if I go to court I will also ask for money for the time wasted unnecessarily

Hi, I saw that you filed a complaint, but Tomas explained it quite well, as well as attached the Terms and Conditions. You broke the rules of the casino and that's why your money was withdrawn. If you won it by dishonesty, then I don't think the casino should keep the money in your account. If you had done it at any other casino it would have been the same. That's why you should always have everything in your name as your account, payment method and everything else. 

I'm afraid we can't help you in this situation. 🙁

but what dishonesty? I just put my mother's name and surname. I didn't steal anything. Anyway I will also ask the judge for moral and material damages for the time taken, let's go around 5000 euros

I have already presented everything to the lawyer

I want that money on my card because it's my money period.

I will be glad if you share the result with us since you say that you have referred it to a lawyer. I personally think you broke the rules that are in every casino and this particular one is probably one of the most basic. All documents, payment methods, cards must be in your name and not in someone else's name. 

I'm not sure what more I could say to you about this, because everything was explained sufficiently in the complaint.

I will keep my fingers crossed for you, although I don't think it will be easy in your situation. 

I used the 50 spins no deposit bonus, I managed to withdraw something after making the minimum deposit, but on the other hand the withdrawal was not large. Unfortunately, in order to withdraw funds, you must meet the conditions that I encountered for the first time.

After the bonus funds were turned over, they were transferred to the cash balance. And here it turned out that for the withdrawal you need loyalty points that you earn by playing in the casino using funds from your cash balance. The support in the chat provided information that for every €10 bet you get 1 point, while every 2 points allow you to withdraw €1.

From what I understand, this condition for loyalty points also applies when someone deposits their funds and does not use any bonuses. So, for example, if a player deposits €10, he must play it 20 times to be able to withdraw it. A total of €200 bet, which will give you 20 loyalty points and then you can withdraw your €10. Additionally, such a 100% turnover only counts when playing slots.

In my opinion, these playing conditions are the most difficult I have ever seen.

Hi, I haven't heard of such conditions for a long time to tell you the truth and I find them totally unfair. So in your situation, you can't continue to withdraw any more money, can you? If you make a withdrawal, do you get the loyalty points deducted according to the amount of the withdrawal or do you always keep them ? Anyway, such a big rollover to withdraw money that belongs to you is nonsense in my opinion. 

If you have cash in your account, I would probably lodge a complaint and try to resolve it with our team. I'm not saying it has to work, but it's worth a try at least. 

If you are interested, you can do so here on this link.

Do you think you'll go for it? 🙂

I played slots until the number of loyalty points was twice the current cash balance. I withdrew everything from this casino, the withdrawal to the e-wallet along with KYC took 4-5 business days. So I don't need to file a complaint.

The loyalty points needed for withdrawal are valid for the current month. This information is mentioned in the Banking section and there in Cashout Policy:

• The amount of payout is dependent on the VIP level reached and the accumulated points for the respective month based on real money bets for the period.
• The accumulation of points starts at the beginning of each month. If not used within the respective month, the previously collected points will be automatically reset.

There is also a table and if someone has a Entry account level, without loyalty points, their maximum possible withdrawal is 0.

So it doesn't look good. If someone wants to play there using their own funds, but knows about such conditions, they will definitely choose another casino to play.

Thanks for clarifying the situation. 

To tell you the truth, I probably wouldn't play in this casino if there were such conditions, but on the other hand, it's good that they have mentioned it and therefore players know in advance and can decide whether they want to try it or not. 

Regarding the points, it's tough then and you really have to play in the casino quite a lot to be able to withdraw money. And I still don't want to know what would happen if you managed to record a bigger win. 

I guess this was the last time you visited this casino too, am I right ? 

The first comments in this discussion contain information about the accumulation of loyalty points needed for withdraw, but without details. That's why I decided to write something more about what I learned. Of course, another player or someone from Casino Guru staff can check or ask Gratowin support about these conditions for confirmation.

Yes, you're right, it was the first time I played there, but also the last.

It's great that you shared this information that you found out because other players may come across it and they will definitely value this knowledge if it's not properly explained in the casino. We have mentioned something similar in the review, but it's not completely specified. 

Anyway, thank you again for trying to help other players with this and I hope there will be a better casino that will have more fair conditions in terms of withdrawals. 😉