GreatWin Casino - general discussion (page 7)

Oh, thank you for the explanation 🙂.

Send my warm greetings to your sister!

I guess there is not much we can do without an official reply, although we are grateful you notified us!

Hi, I asked GreatWin to delete my account and they offered me €400 in cashback so I wouldn't close my account. I then communicated that the proposal was ok. In the afternoon I accumulated a win of around €5000 when the account was simply closed and never reopened. I contact the support who is rude among other things telling me "we don't close accounts like this" as if I were making things up, despite having sent the email received this morning and I ask at least to let me have the winnings but I am liquidated. I want to have my winnings.

Hi there.

I don't like the story at all. It's good you submitted the complaint! I just do not understand what reason the casino used for closing your account. The way I see it, you have no clue either, do you?

The way I see it, the rude also declined there was any money on your account the moment it was closed, so I presume there must also be some reason for that. Did the casino void your balance, perhaps?

Have you got any email regarding this matter?

I hope we'll get to the bottom of this situation soon!

I had written earlier, on the advice of a third person, after losing more than €10,000, due to my curacao license and not a German one, if I could be refunded my deposits. They sent me an email explaining that they can't, and telling me if they could credit me 400€ to try my luck again… account blocked in the afternoon.

I'm sorry, I still don't fully understand...

Did the casino close your account because of a third person's advice? The casino is not licensed in Germany, but that is hardly a reason to close your account like that, but it is also not a reason for a refund. But I must repeat the information are unclear to me.

Hopefully, I'll find some hints in the complaint later.

To my message to ask for explanations they replied that I contacted a legal office, which I didn't do, I repeat it was advice that I followed precisely due to the great loss, then I don't know if this is actually the case or not, but as soon as everything was clarified by the support and offered the €400 cashback, I accepted the offer and said it was fine. However, this does not seem to me the reason to close an account, among other things a profile with vip level 4, i.e. the penultimate. Not to mention the rudeness of the support who also claim that I have ignored their messages previously, and even if I was, I don't think I have to have to reply to casino staff every time for offers etc. and that doesn't make me "unworthy" of the casino's support.

Ah, I see - thank you for the explanation.

So, who did you officially contact and who advised you to do so, if I may be so bold?

I can imagine the casino was not pretty happy about possible "legal action steps" on your side - who would, so they refunded you those €400 (was it really a cashback, I would say "refund") and closed the account to "get rid of trouble makers".

I know how that sounds, let's wait what the casino is going to say about this. 🤔

Yes, I understand, but the €400 cashback to "try my luck again" still wouldn't have been received in my bank account within an afternoon... they were credited to my gaming account and I played. However, I repeat, beyond this, the support is also an experience to forget

Anyway no I didn't contact any legal department, I just sent a message asking given the regulations of Germany etc regarding licensing and maybe it will be wrong too, I have no idea, if I could get a refund of just the huge loss on the casino, it was made clear to me that it wasn't possible and offered €400 "to try my luck again" in their words.

Are you sure you were given a cashback? Cashback is a bonus - it is not meant to be withdrawn immediately, you must pay it first and fulfill all conditions, so I guess you've made it past the conditions - was the withdrawal approved?

Could you kindly share the related conversation you got with the casino? I want to ensure we're both talking about the same thing.

I'm sorry, I do not understand this part "I just sent a message asking given the regulations of Germany etc regarding licensing"

Again, a screenshot or email would help.

We should focus on the cashback - or better say, your winnings for now. I'll wait for your update.

As I can see in your complaint thread, Nick could use further information too.

Answer his question by using this direct link, if you don't mind.

Do you have any insights, for example? Feel free to step in.

Stay away from greatwin three times at Lucky pahrao with superspin winnings assuming no winnings and even took a photo. But there was nothing in my process and the time in the photo proves it. Support wanted data, time and but how am I supposed to understand it? There's nothing in it. Support turns you on and the chat lady just breaks off so never play there again

Hi, can you post what your screenshot shows ? You failed somehow to try to resolve it and so the chat just kept cutting you off ? 

I'll wait for an answer.

Hello, Greatwin casino promises a withdrawal in 1-3 days. I have been waiting to be discharged for a total of 10 days. The first repatriation attempt was canceled after three days. According to the instructions, I did the repatriation via bank transfer. After four days, the customer service replied that the first withdrawal was canceled due to a payment service provider timeout and promised that everything seemed to be fine now and that the withdrawal would be processed as soon as possible. It's now been 6 days since the second withdrawal and the money still doesn't appear in my account. I also don't get replies to my emails anymore. In the past, withdrawals at other casinos have been really fast, in hours and even minutes to a bank account. I've received a lot of bonus offers from Greatwin in my email in the last few days, but that's all the contacts. Unbelievable activity!

May I ask , if your account is fully verified at this casino? Have you also tried to check with your payment provider, perhaps? Just to make sure, that the issue is not on their side.🤷‍♀️ We usually give casinos 14 full days to get the verification and withdrawing process done. So if you still have this issue even after this timeline, do not hesitate to contact us, we will try to help you out.

Hello, Romi! Thanks for the answer! My account has not been verified because I have not been asked to verify it. My game account says "Currently your account does not require verification." I started playing at Greatwin only on the first withdrawal day, i.e. 6.3. I deposited €60, which I managed to recycle many times before the profit came so much (€500) that I decided to make a withdrawal. I haven't checked anything with the payment provider because I don't know what it is. Can you advise how I know what my payment service provider is? I made the deposits with Rapid Transfer and withdrew according to the instructions with Bank Transfer. So Greatwin's customer service gave instructions to use a bank transfer for the withdrawal, which I followed and then I got an answer to my question that everything seemed to be fine. For more than a week now, I have been sending inquiries to customer service about how I should act so that my withdrawal would definitely go through this time, but I have not received any further contact from them. Fortunately, my Greatwin game account still shows that the status of my withdrawal says "waiting". So I'm waiting to see if something happens from the casino.

It looks like the casino might be doing some checks or you're in the queue, and if they get to you, I'm hoping they'll give you the money. 

Regarding the payment provider and the fact that Romi asked if you have contacted them, if everything is okay on their side, it means that when you have to get money into your bank account, you ask the bank if everything is alright on their side and they have no issues. 

Of course I understand that it is not the most pleasant thing to wait and not get much of an answer this time, but there is nothing else we can do for now. 

So you need to keep a cool head and wait to hear from the casino and check what stage your withdrawal is at. If 14 days pass, you can contact us and we will try to help you, but I believe that this will not be necessary and you will get your money as soon as possible. 🙂

Hi Jaro!

Thanks for the reply and advice!

I received an email from Greatwin yesterday, exactly the same as the one I received before with the first cancellation. So my second withdrawal (€500) has also been cancelled! Customer service has not personally contacted me in any way about the matter. I had made the deposits with Rapid Transfer, so I decided to try withdrawing this time also with Rapid Transfer. This time I only made a €150 withdrawal. After the withdrawal, I received an automatic notification in my email, as before, that the finance department will process my request soon. I don't think I'll see my winnings anymore. I'm disappointed. Never before has there been such a show with any casino, and no casino's customer service has been so silent.

Hello. I would like to recommend you to submit a complaint here, with our team. They will try to help you out with this issue. Simply follow this link 👈, to do so. Please let us know, if you need any assistance.