The player from Germany had her account blocked without further explanation. The issue has been resolved, and the player has received the payment. The complaint was closed as "resolved".
GreatWin Casino - Player’s account has been blocked.
Amount: €1,400
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
1 year ago
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1 year ago
Translation
Hello, this is a casino that cheats. Won €1400, verified me - but they don't pay me my winnings. After repeated inquiries I received no response, today my player account was irrevocably deleted by Greatwin - 1400 € are gone
What can I do to get my money from you?
Thanks
AW
Automatic translation:
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1 year ago
Dear Flotteschnecke,
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. Could you please advise how long ago you registered your account? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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1 year ago
Translation
Hi, yes, Greatwin informed me via live chat when I was no longer able to log in that my account was irrevocably closed with immediate effect. I'm supposed to contact support, I haven't gotten a response yet.
On February 2nd I registered on Greatwin (slot machine) and deposited €150, WITHOUT a bonus, won on February 4th and 7th, I then wanted a payout of 2x €500 and 1x €400. I have uploaded all documents, bank statements from the last 6 months, and of course I have blacked out my personal data (such as wages, rent, etc.).
I was then repeatedly put off and pointed out that I had to openly explain my transactions, but where is the data protection here?
I did that too and disclosed everything. Well, now I'm banned.
Glg AW
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1 year ago
Translation
My account was blocked on March 6th, 2023 - I still have a sports bet with a stake of €50 from a bonus win, but I don't care, I only wanted the €1,400 that I'm entitled to
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1 year ago
Thank you, Flotteschnecke, for the clarification. Is there any relevant communication that you'd like to forward to petronela.k@casino.guru before we'll contact the casino directly?
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1 year ago
Translation
Hello, no not really - I just want to get my rights here and just warn players about it.
Thank you very much for your help, you are already doing a lot here, it has to be "said" - I feel like I am in good hands here - maybe I can still get my money? 😉 thanks again and have a nice WE
LG
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1 year ago
Thank you very much, Flotteschnecke, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Dear Flotteschnecke,
I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Greatwin Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Greatwin Casino,
Could you please state why the player's account got blocked?
Thank you in advance for providing the information.
Kind regards,
Stefan
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1 year ago
Translation
Hello Stefan, I just wanted to add that my primary concern is that my winnings of €1,400 will be paid out.
Thank you and kind regards
Automatic translation:
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1 year ago
Dear all,
Thank you for reaching out.
We would like to inform you that the account of the customer is now open and she is free to request a withdrawal. We will make sure to prioritise the withdrawal request once it’s submitted.
Please accept our sincere apology for the previous misunderstanding.
Best regards,
GreatWin.com
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1 year ago
Translation
Hello, I have just applied for the first €500 to be paid out and will apply for another €500 each in the next 2 days. Now I hope that this time there will also be a payout.
I'll report back here when everything goes well.
Thanks very much
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1 year ago
Dear Flotteschnecke,
Could you please let me know once you receive the first payment of 500€?
Thank you very much in advance.
Kind regards,
Stefan
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1 year ago
Translation
Hello, this case can be deleted, everything is fine at the moment
Thank you very much for your help
lg
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1 year ago
Dear Flotteschnecke,
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.
Kindest regards,
Stefan
