GratoWin Casino - Player’s struggling to complete account verification.

Or received an imail with a € 7 bonus if I subscribe to the gratawin site. I signed up and either played the € 7 bonus or won € 1000 I had to play € 7 28 times or played and I was left with € 700 to withdraw. I still haven't credited my money after a month. They asked me for paper documents that or used with a boleta home address what does not seem right. Or I sent all the required documents but they are not approving them, they do not take me. What should I do?

Dear Elena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? Have you deposited any funds into your account?

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

Dear Elena,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Or if I made a request for more than one harvest, I was credited with only € 200 and € 500 was withdrawn by them from my gaming account. It doesn't seem fair to me if with a bonus of € 7 I win € 1000, you only credit me € 200 and € 500 they take them back to me and they don't let you replay the money you won. All the required documents have already been filed or sent. But why won't he let me play the money I won?

I have checked the general bonus terms and conditions, and this is what I found https://secure.gratowin.com/#/help/bonus-terms-and-conditions:

"After claiming €/£/$ 7 free you are required to take the 100%-match First Deposit Bonus on your first deposit. I.e. by taking the €/£/$ 7 Free, you implicitly commit to taking the 100%-match First Deposit Bonus on your first deposit.

Winnings received through the use of the free bonus or free spins, with no deposit made beforehand, shall not exceed €/£/$200 (2000 kr).

Any winnings which shall be made with the free bonus or free spins which exceeds the €/£/$200 (2000 kr) maximum, shall not be recorded as winnings and shall be considered as nil.

The player shall be able to withdraw only the maximum winnings of €/£/$200 (2000 kr) subject to the terms specified in the Bonus Policy.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses. 

Could you please confirm that you have received the payment of €200? Thank you in advance.

Yes or I received 200 € but I have 500 € left and I took away what does not seem right to me, okay or I understood that you could only withdraw € 200 but why do they have to take the rest of the money back? Why not then replay it? What if my money is won? What if I played € 500 and still won?

You are entitled to withdraw €200 only. The rest of the winnings are cancelled, never put back into your account for a further play.

Could you please confirm that the payment of €200 has been successfully received? Thank you very much in advance.

Yes thanks to you or received the € 200 by bank transfer

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Elena, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru