Getwin Casino - Player claims that payment has been delayed.

I played a deposit of my own money. They don't offer free spins or bonuses to my knowledge. I didn't play with a VPN. I only played games from game designers I have known to be allowed in my country. I have reviewed their T&C's and I have not violated any to my knowledge.

I attempted to withdraw two smaller withdrawals and sent them a message regarding the rest , knowing they had to complete their standard verification .

They responded surprisingly quickly and informed me they would be doing their verification and would only allow me to play certain games and allow limited functionality while doing so.

I requested a small withdrawal amount while they verified (they have done this in the past). They replied that wasn't possible and then also placed a freeze on my account completely and said it would be 5 days to complete verification and I would be notified when it was complete. That was the last time they replied at all and it has been 12 days.

I have all correspondence and I also have hard copy printouts of all my bets and deposits since my most recent deposit that brought me to the current winnings balance. And I mean every spin for all three games I played until I requested a withdrawal. If you need any further documentation please let me know .

Dear Otbthriftytreasurez,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Okay , thank you for prompt response and detailed explanation . I appreciate it and hope it will resolve itself before then .

Dear Otbthriftytreasurez,

Have you received your withdrawal from the casino yet?

No I have sent multiple requests for a estimated time that my account will be verified and or when to expect to be able to withdraw my winnings and I have not received a single reply .

I am still able to login and look at my transaction history and I did offer to send any documents for KYC as needed but I have not heard back at all.

I have experienced their sluggish customer service in the past but this is the first time I have not been able to at least continue playing and or gotten any reply.

Please can you help? I requested to know the withdrawal limits per day, week and month as well but that went unanswered also.

Thank you so much for your time and patience.

I still haven't received any response from the casino support staff at all . They only have email and I have sent several requests for an update without reply.

Thank you for your reply, Otbthriftytreasurez. Have you made any successful withdrawals before? Do I understand correctly that you have not received the confirmation regarding successful KYC verification yet?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I hope this finds you well! I have replied to your email directly due to the sheer volume of what you requested . If I missed anything please let me know and I will endeavor to respond in the shortest time possible. I am so eager to have your help. My hopes are up . Thank you so much!

Thank you very much, Otbthriftytreasurez, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Otbthriftytreasurez!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you . I look forward to this being resolved satisfactorily soon.

Well, I guess you asking them about their side, caused them to completely lock me out .They made it so I cannot even log in to my account. Its a good thing I printed out as much as I possibly could to backup everything I said so now what? I can't believe they wouldn't rather pay me the max monthly amount to withdrawal and let me play the rest if I chose . How do they stay in business? What the heck ? Please help !

This is a copy of the email I sent today . I will be escalating this on my end as well. I feel that they don't think any one will notice if they rip off an older lady , but I'm betting that's not the case. Please help !

Hello, I hope this finds you well!

I just finished reading your T&C's for the 3rd time . I was never asked to provide any KYC documents although I am more than happy to do so. If you need anything to expedite your verification and my withdrawal please let me know. 

I also have done nothing that would be considered a violation leading to my account being deactivated .

It has been almost full month and I have received no communication past the first 3 days and the last email the customer service agent apparently misspelled his own name. This does raise my attention about whether I have actually been getting a live agents response rather than AI generated chat.

Your casino was the first one online that I ever played and trusted. And in the past most of my payouts have been slower than expected I do recognize that it's definitely a lot more stress-free for me to gamble at an online casino that actually pays out on a regular time basis and has 24 hour 7 customer service. However I love the games that you offer. And I love the format and the ease and convenience generally of deposit and withdraw, however It's been almost a month and I would really like at least a portion of my withdrawals if you're not gonna pay out the whole thing, then pay out what's pending and call it good, but don't leave me out here in the cold.

 Having spent money with you guys all the time ; pretty much daily and I finally had that magical lucky moment . It does happen and it is a good thing from a marketing standpoint for you guys i mean somebody that can testify it CAN HAPPEN!?! And THEN you guys don't pay out. I have a record of every single transaction and bet i made since the last deposit. I printed out pages before you closed my account.

Please please please pay out the two pending deposits and reactivate my acct. Please ?

Regards 

Shannon Addis

Otbthriftytreasurez@gmail.com 

2535188478

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.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team