The player from Italy had deposited €20 in crypto and won €200. However, he faced difficulties when he tried to withdraw his winnings, as the online casino required another deposit to initiate the withdrawal. The player's account wasn't in need of verification, and he had cancelled a bonus offer, nullifying any winnings from it. The player had deposited a second time to withdraw his winnings, which initially remained pending beyond the stated timeframe. After our intervention and correspondence with the casino, the player's withdrawal had been successfully paid out.
GreatWin Casino - Player cannot withdraw winnings.
Amount: €214
GreatWin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Hello, I have deposited 20€ in crypto into this casino. I accepted the welcome bonus, made a few spins but then I removed it, so I started playing with my own money. After making a win (200€), I correctly noted that they have been added to my real balance. I go to the withdrawal screen but it tells me that I need to deposit first to make a withdrawal (which is something I have obviously already done). I have spent days "talking" to customer service that either closes the chat or the site logs me out on its own. I have already taken standard procedures (clear cookies, incognito, from another device...) How can I resolve this?
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11 months ago
Dear ilCeck,
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.
- Do I understand correctly that you cancelled the redeemed bonus after a few spins but before the mandatory wagering was completed?
- Was your account already verified?
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 delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
Thanks for the reply, yes I canceled the bonus so any winnings made with the bonus money have been cancelled. This is confirmed by my bonus balance of €0. Regarding verification, on the site it says that my account does not need verification. I even offered to check it out by contacting support, but they didn't tell me anything about it
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11 months ago
Thank you very much, ilCeck, 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.
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11 months ago
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Hi, depositing again made me withdraw. For now the withdrawal is pending and should be confirmed by tomorrow at the latest
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11 months ago
Hello ilCeck,
This is Tomas, and from now on, I will be assisting you with this case. Before contacting the casino, can I please ask if there has been any progress with your withdrawal?
Thank you.
Best wishes,
Tomas
Casino.Guru
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11 months ago
Translation
Hi, I deposited a second time and have now withdrawn. The withdrawal is still pending, however, and today the established maximum 5 working days have passed.
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11 months ago
Thank you for informing me.
Dear Greatwin Casino,
Can you please provide an update on the status of the payment?
Thank you.
Kind regards,
Tomas
Casino.Guru
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11 months ago
Dear all,
Thank you for reaching out!
We are happy to inform you that the customer's withdrawal has been successfully paid out.
We apologize for the inconvenience caused by any delays.
Best regards,
Greatwin Administration
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11 months ago
Translation
Yes, I can confirm that the withdrawal has arrived
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11 months ago
Dear ilCeck,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
