Getwin Casino - Player’s account has been blocked.

Been playing on site for 6-8months and no issues. I habe beeen paid several times and biggest payout £1700 prior to my complaint and they always used to respond to my emails. Had a good run at the end of june and had 2 pending withdrawals, £3400 and £2400. Sent email chasimg withdrawal, was given the usual reply saying payment will be processed once game play data is received from provider. I have had sent this response in past and had been paid. Played on the 29.06.22 whilst my withdrawals were pending. on 01.07.22 they blocked my access to account, no response to previous emails at all! Injave asked for reasons as to why they jave blocked my account and why I haven't been paid. Even factoring the 2 withdrawals in, I am still down, showing a loss on their site.

I have not breached any TC's and wondering if there is anything I can do at all?

Dear mb1000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

Thank you very much for your help. I have still not had any responses to my emails and sent further ones asking this very question.

1. Accounts are anonymous and have never asked me for verification. Would be happy to provide this to them if required once access is restored.

2. I only play slots on this site. The £5800 was an accumulation of winnings on slots. To name a few, Beast mode made up a large proportion of this. £1 stake and had a 2200x bonus and 900x (approx). Also wins on 1 million bc megaways, safari gold and BGTs Millonare rush

3. They dont have any deposit bonuses with wagering requirements and you only accumulate loyalty points which you exchange for money and no wagering required.

4. Will send you their last email now

Thanks again

Thank you very much, mb1000, for your reply and forwarded email. Could you please advise if your last winnings were accumulated from loyalty points?

Good Morning,

They were not, I had made 3 deposits on 1 day totalling around £750 and lost. Deposited another £275 the following day and then the winning run started. I made the first withdrawal of £3400 and left around £250 in my account to continue playing and won again. Withdrew £2600 a day or so later. And left some money to play and lost that. A couple of days later i cancelled that withdrawal so I could use £200 to play and withdrew £2400 again. Once that was lost I used loyalty points which i believe equated to £45 and lost that.

Thanks again

Meik

Hi,

Forgot to ask, are Getwin communicating with you at least or have you jot contacted them yet?

Thanks again

Thank you very much, mb1000, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello mb1000,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Getwin Casino to join the conversation and participate in the resolution of this complaint.

Dear Getwin Casino,

Can you please clarify why the player's account has been blocked?

Kind regards,

Adam

Thanks adam,

I am beyond devastated! Have deposited 13k to this casino and have always been paid in the past. I would have been a loyal customer for years and I am baffled. Like i stated in my email to you, i have only won some of my own money back! I really hope they respond as i cant even email them anymore as my emails keep coming back as undeliverable.

Many thanks

We would like to ask Getwin 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Dear mb1000,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I am sorry I could not be of more help.

Best regards,

Adam