The player from Greece had noticed an unexplained deduction of €129 from his account balance after he made a withdrawal of €450 from his winnings of €701.68. Despite several interactions with the casino's customer service, he had received inconsistent explanations for the deduction. The player had not verified his account with the casino yet and his withdrawal was still pending. He had believed the deduction was a mistake as he had won the money from free spins associated with his deposit, not from no-deposit free spins. We had engaged with the casino to clarify the issue. The player later reported that the casino had refunded the deducted amount, attributing it to a system error. The issue was thus resolved.
GreatWin Casino - Player experiences unexplained balance deduction.
Amount: €129
GreatWin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
Good evening, I made my first deposit at this casino and received a 100% sign-up bonus, which also offers 20 free spins for 10 days...
I played with my funds but was unlucky and lost them after a few hours...
I logged in the next day and played the 20 free spins from the first deposit bonus on the Book of Fallen. I won the sum of €10 and realised that I had to adhere to a 40X wagering requirement to unlock the funds and convert the remaining bonus into my account balance...
After a few hours, I succeeded in meeting the wagering requirement and was fortunate enough to have a balance of €701.68 in my account..
I then proceeded to withdraw €450 and left €251.68 in my account to continue playing in the casino..
The following day, that is today, when I am writing this complaint, I logged into my account to play and found I had €122.68. The sum of €129 had been deduced from my account...
I contacted customer support and each time I received a different excuse for the deduction...
I am having a hard time making sense of the issue at hand...
This has also happened at another affiliated casino where I filed a complaint as well...
I would deeply appreciate your assistance if you are able to help 🙏
Automatic translation:
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11 months ago
Hello patatouf73,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Greatwin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is the withdrawal still pending or it got canceled as well? When was the last time you spoke to the casino and what was it about? Did they explain the capped balance?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
hi nick..
Thank you too for the quick response to my complaint..
I haven't verified my account as this is my first time depositing and playing at this casino... I haven't been asked for identification yet by the casino...
Yes withdrawal as far as I can see my account is still pending but that's normal because I requested the withdrawal 2 days ago and I know it takes a few days to process and pay...however I see it's still pending and it hasn't been cancelled. ...
I spoke to the casino yesterday in the online support of the casino and they told me that the amount was reported because I won the money from free spins without a deposit and that these free spins have a winning limit... And I agree as I have read and understood them very well casino terms...
I explain to them that I won the money from the free spins given to me with my deposit as I got the 100% first deposit bonus with 200 free spins and they don't accept it....
I ask them to double check to see if they have made a mistake and the answer I get is that this is the decision from the relevant department and there is nothing they can do about it....
I have all the necessary screenshots that I can prove everything I'm telling you...
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11 months ago
Translation
This is my casino history...The €129 completed withdrawal is the money reported from my account...The €450 is a withdrawal that I have requested and is still pending....And just below that is the first deposit I made a few days ago...
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11 months ago
Translation
They give a first deposit bonus of 100% of the amount you deposit along with 200 free spins credited in batches of 20 per day for 10 days on the book of fallen slot...Which as I read in the terms of the bonus before activating it says that the requirements turnover of profits from deposit free spins is ×40..
From these free spins I won the money as you can see from the screenshot
I was told by support when I asked them why the money was reported and they told me it was to comply with the casino rule 7.16 in the casino terms and conditions....
As I read what they told me, I understood that it is about winnings from no deposit free spins...
But this has nothing to do with my case
Edited
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10 months ago
Thank you patatouf73 for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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10 months ago
Hello patatouf73,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Greatwin Casino to join the conversation and participate in the resolution of this complaint.
Dear Greatwin Casino,
Can you please explain why "no-deposit bonus" terms have been used for the deduction of the player's winnings made from the deposit bonus?
Thank you.
Kind regards,
Tomas
Casino.Guru
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10 months ago
Translation
good morning tomas...
They finally refunded me without any notice of course and without any explanation....I happened to log into my account and saw this...
I emailed online support and asked if everything is ok with the account and money and they said yes everything is ok and there was a mess in their system...
Thank you very much for responding to the problem and for taking the time to help us with such issues...🙏🙏🙏
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10 months ago
Dear patatouf73,
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
