Getwin Casino - Player’s winnings haven’t been received yet.

Dear Jglc,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you I will keep that in mind

Can. Anyone tell me what KYC verification is

and why can’t GetWin email me and tell me what’s going no

Dear Jglc,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello and thank you for giving me the right time of day I’m deeply hurt by this no new updates only that they have locked me out of the casino I have tried emailing both them and the maker of the game I won this money fairly and I put my own money into it as well

Dear Jglc,

Would it be possible to forward your casino game history and the communication between you and the casino regarding this matter to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello nick I tried sending email but it says there is no addresss

Dear Jglc,

Can you please advise when did the casino close your account and for what reason?

KYC mean verification - you have to provide the casino all the documents they've requested from you in order to process any kind of withdrawal.

Please forward the communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

Hello they closed my account October 12 and I have not been given a reason there has been no communication I have emailed them asking why

and as for the kyc they never asked me to verify anything I would gladly verify everything look I deposited I played I won and they won’t pay I have even emailed the maker of the game and no word from them either if I did something wrong I was not informed and I wasn’t paid and what’s funny is I’ve played and I’ve won before and they paid it just the amount because after I won the 2600 I keep winning when they closed my account it was at 8,000 so why didn’t they close it when I won the the 2600 also I emailed you my documents

Thank you Jglc for all the information provided. As it is still unclear why did the casino close your account, I will be forwarding your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Jglc for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Getwin Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help the player receive their winnings.

Thank you!

That great Peter yea I would really like to know

besides pay play win

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. 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,

Peter