Grandwin Casino - The player's winnings were reduced.

Hello, this casino was running an event called freedom days. This was an event where from 17/11/2022 to 20/11/2022 every day with a deposit of CZK 1,000, a person received 50 free spins worth CZK 1 per synot game. However, nowhere was it stated that this deposit, i.e. CZK 1,000, must be rolled over. I got an email this evening. It says that in this case, when I did not transfer the deposits, they take 5% of the deposit or that I should cancel the withdrawal and transfer the entire amount and then enter a new withdrawal. This is how the email came to everyone who did not win anything and did not lose anything and therefore did not turn over the deposited amount. Practically, this casino really robbed a lot of people of at least 200 CZK, and in addition, if it happened repeatedly, they charge an additional 5% of the withdrawal, i.e. 10% of the deposited amount. Nowhere in this promotion was it written that the given deposit must be rolled over and therefore I think that this casino has absolutely no right to charge any fee. Please review this casino and of course please let everyone reconsider playing at this casino, I have already canceled my account and never again.

Hello Tereza29,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grandwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how many times does the deposit need to be wagered? Does the winning from the free spins need to be wagered as well? What did the casino respond when you let them know about this not specified rule?

Looking forward to your answer.

Regards,

Nick

Hello, I still haven't received an answer from the casino, the alleged turnover is enough once, I don't know if winnings are also enough, in any case, the deposit must be rolled over at least 1x, which is written in the terms and conditions, but there was nothing about rolling over the deposit for this event in particular and not even in the specific conditions of the event.

And my selection is still not approved, I've been waiting for several days and when I wrote to online support, I got practically no answers, only that they have 2 days to confirm. Which happened a long time ago.

I will now try to contact the casino and find out more information regarding your issue.

I would like to ask Grandwin Casino to join us and help us resolve the player's issue.

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 are giving the casino a few more days as we are trying to contact them in other way.

Dear Tereza29,

Can you please advise if there's any update in your case since your last post?

Hello,

withdrawal of funds to this customer was processed on 20/11/2022. No fees were applied. We agree that communication regarding this promo offer wasn't the best and we'll try to avoid similar misunderstandings in the future.

Best regards,

Team of Grandwin.cz

Dear Tereza29,

Can you please confirm the casino's claim? Please note that we will be rejecting the complaint if we won't get a respond from you within the next week.

Hello, Yes. The withdrawal was sent to my account, free of charge. Anyway, they took 200 from my husband's withdrawal. I still stand by the fact that there should have been clearly written rules for the event and there weren't. I already have the money in my account and I don't want to play at this casino anymore.

Thank you Tereza29 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick