GreatWin Casino - general discussion (page 9)

Greatwin, TERRIBLE casino.

Let me start by saying that I can prove everything I'm about to write with evidence!

● Greatwin doesn't even respect their own Terms and Conditions (point 3.7). They kept my gaming account open for a full 34 days despite my numerous requests via email and chat.

● Greatwin blocked me in their live chat to prevent me from continuing to protest the failure to close my account.

● Greatwin has continued during these 34 days to send me 100% bonuses on deposits into my account and up to 100 euros in cashback without deposits to my email address associated with my gaming account (PREDATORY BEHAVIOUR)

● A Greatwin operator during one of my first complaints in live chat admitted that they had received my emails.

● I have NEVER received a response to a formal warning sent not only to support@greatwin.com but also to complains@greatwin.com And dpo@greatwin.com

In light of all these blatant injustices, I am appealing directly to this forum's mediator, who dismissed my complaint as "unjustified." I would like to understand how, faced with such serious and documented facts, this casino continues to receive no sanctions or negative reviews from your site. How is it possible that it still maintains such a high reliability rating?

Hello, in my opinion the explanation related to your questions focused on a Casino Guru standpoint are already illustrated in your complaint:

"Dear EDBERG1919,

Thank you for your patience while we investigated your case. I have carefully reviewed all the evidence and communication you provided.

Although you first requested the closure of your account on July 10, you did not explicitly mention gambling addiction or a gambling problem as the reason for your request. Instead, you stated on several occasions that you no longer wished to play at the casino or that you were experiencing financial losses. While we understand that these circumstances may be concerning, they do not, on their own, clearly indicate a gambling problem or constitute an explicit request for self-exclusion due to gambling-related harm.

According to the communication you provided, the first time you explicitly mentioned having a gambling problem to the casino’s customer support was during your chat on August 14. This was also the day on which your account was ultimately closed.

Unfortunately, we are therefore unable to request a refund of the deposits you lost before you explicitly informed the casino that you had a gambling problem and requested to close your account on that basis.

I understand that this may not be the outcome you were hoping for, and I am sorry that we cannot assist you with recovering the earlier losses. However, this is the approach we apply consistently when assessing complaints concerning refunds of deposits lost due to an alleged failure to implement self-exclusion.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Veronika"

The forum mediators do not exist. forum admins such as I have no relation to the complaint process or casino ratings, while complaint mediators handle the complaint request in accordance with our guidelines and codexes.

Simply put, since the complaint was closed as unjustified, it would not be fair to penalize the casino for acting within a logical and fair application of terms. However, if the matter you're talking about here and now on the forum is of a different nature, please get back to the complaint process.

I hope this narrows down the situation or expectations.

Dear Radka, thank you for the clarification, but I believe that the complaints team closed the case without analyzing the seriousness and wrongdoing of GreatWin's contractual and behavioral violations.

I have irrefutable evidence. I have already attempted to reopen the formal complaint to submit these elements, but it was denied.

For this reason, I publicly pose a question to you and the community: if everything I'm about to list isn't enough to hold a casino liable for the financial damages caused to a user, what are Casino Guru's true criteria for fairness?

The casino has clearly violated its own Terms and Conditions (Point 3.7) and international protocols on Responsible Gaming through very serious conduct: full awareness of the request... before blocking contact, one of their live chat operators explicitly confirmed to me that the relevant department had received my emails in which I requested immediate closure due to serious losses.

There is no technical excuse or delay in notification: they knew and decided not to act.

Quantifiable financial loss: Due to their malicious refusal to close my account for 34 days, I suffered direct financial loss, making subsequent deposits totaling €4,600.

This amount is fully demonstrable and documented via my Revolut bank statement.

Predatory marketing: Instead of protecting me, the casino exploited my vulnerability by sending me targeted and aggressive promotional emails, including offers of a 100% reload bonus and €100 cashback without deposit, deliberately pushing me to deposit more money.

Total obstructionism: After the operator acknowledged receiving the emails, the casino blocked my access to live chat, deliberately depriving me of the only real-time support channel to prevent further inquiries.

A casino can't apply the T&Cs one way or the other. If GreatWin violates its agreements, ignores a user who asks for help, admits to having read the emails, blocks them from speaking out, and illegally collects €4,600 through predatory marketing, the case cannot be dismissed by saying the operator "acted logically and fairly."

I publicly request that this evidence be taken into account and that the complaint be reopened to request a refund of the deposits improperly accepted by the casino.

In your opinion and that of the community, if Greatwin Casino had been called upon to respond to my complaint and had the grounds to defend itself, would it have done so correctly?

Well, I filed the complaint on another broker site and Greatwin Casino shirked its responsibilities (it never responded to the 4 reminders from the broker!), what does this mean???

"It would be unfair to penalize the casino for acting logically and fairly, applying the terms and conditions correctly."

How can he write all this???

I am attaching exactly what Greatwin casino states in their Terms & Conditions at point 3.7