The player from Singapore had been suddenly blocked from accessing his account at Getwin right after he made a withdrawal request. Despite attempts to reset the password and numerous emails to the casino, he had received no response. The player had been an active member on Getwin for two years and had successfully made several withdrawals in the past. His recent withdrawal request of RM30,000 was made from winnings accumulated from playing slot machines, and there was no active bonus involved. We attempted to resolve the issue by contacting the casino but received no response. The casino operated without a valid license and didn't refer to any ADR service, leaving us unable to seek assistance from a gaming authority. The complaint had been marked as 'unresolved' in our system.
Getwin Casino - Player's account suddenly closed after withdrawal request.
Black points: 742
Amount: 30,000 RM
Getwin Casino
Safety Index:LowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Dear ojf2010,
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 how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
I have been active on the getwin platform for 2 years, and there is definitely no problem with the verification. During this period, I successfully made several withdrawals, but they were all small amounts. On this platform, I usually play slot machines, as I mentioned above. I tried to withdraw RM30,000 on December 30, which was also the result of my winnings from the slot machine (No Limit City). When I tried to log in this morning, I couldn't log in. I tried several times but it still didn't work. I also tried to contact customer service through email. No response was given. In fact, before this happened, I had 6,000 ringgit in the wallet of the platform. I tried to get withdrawal , but the customer service of the platform told me that it would take up to 72 hours to verify it. After waiting for more than 72 hours, there was still no response, so I used the 6,000 MYR to win 30,000 MYR. This is the whole story. And the platform did not give any bonus to players.
it keep showing loading when I try to login to my account. Even I try to make reset password. I don’t receive any email from them. It can be login when I tried register a new account .
Hi ojf2010,
Can you let me know if you attempted using a different device and cleared the cookies and cache?
Thank you.
Thank you very much, ojf2010, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi ojf2010,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Getwin Casino to join this conversation and share more information regarding the case.
Can you please provide any reasons why the player's account has been blocked?
Thank you.
Best regards,
Tomas
Casino.Guru
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.
Dear ojf2010,
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Tomas
Casino.Guru
