GreatWin Casino - Player's account has been blocked.

Leider wurde meine auszahlung auf greatwin677422.com von 500€ nicht erfolgt. Erst wurde mir bestätigt, das die Auszahlung von 500€ in bearbeitung sei und ein paar Tage später erhielt ich eine Mail worin stand, das die 100€ auszahlung bearbeitet wurden und abgeschlossen sind. Weder habe ich meine 100€ erhalten oder sonst was. Daraufhin wollte ich direkt auf die Seite und mal nachschauen, weil mich das Ganze stutzig gemacht hat und beim versuch mich anzumelden, stand das ich vom admin gesperrt wurde. Dort befinden sich noch 1000€ die ich auch auszahlen wollte. habe den live-chat kontaktiert und leider bis jetzt ohne erfolg. Ich weiss nicht weiter ich bitte euch mir weiterzuhelfen. ansonsten muss ich den weg mit einem anwalt gehen. 

Dear drkeser,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hallo Kristina,

ich habe das erste mal ein Konto auf dieser Seite erstellt. Es sollte die erste Auszahlung werden, und bis jetzt habe ich nichts erhalten. Ich habe kein Bonus aktiviert. Meine Gewinne habe ich aus dem Live-Casino.

Vielen lieben Dank. Ich hoffe sie können mir weiter Helfen.

Thank you for your reply, drkeser. Do I understand correctly that you have not received any explanation from the casino regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hallo Kristina,

soeben habe ich dir alles per Mail zukommen lassen.

vielen dank

Thank you very much, drkeser, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello drkeser,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Greatwin Casino to join the conversation.

Dear Greatwin Casino,

Can you please provide more information on why was the player's account with the remaining balance blocked?

Dear Michal,

Thank you for reaching out!

Please kindly be informed that the account in question has been suspended for verification purposes. 

We have requested some documents to be provided in the email, sent to the customer, under the subject line "Frage zur Verifizierung ". We kindly ask to provide the requested documents for us to proceed with the request.

Thank you in advance!

Best regards,

Customer Support

Thank you for the response, Greatwin Casino.

Dear drkeser,

Just so you know, it is nothing unusual that the casinos will "restrict" the account while there is a verification process going on. As the casino team mentioned they are awaiting you to provide certain documents to help them to finish the process on to continue with your withdrawal process. I can only ask you to cooperate and provide the requested documents to the casino.

Mir wurde die Auszahlung bestätigt. Jetzt warte ich seit zwei Tagen auf eine Antwort.

Mal schauen was passiert, ob man sich wirklich daran halten wird.

Thank you for the update, drkeser.

Dear Greatwin Casino,

Has the payment been processed from your side? If so, when can the player expect the funds to hit their account?

Dear Düzgün and Michal,

Thank you for reaching out to our Customer Support!

We would like to inform you that the account in question was closed due to a breach of the following point(s) of the Website's Terms and Conditions, which have been accepted upon creating the account:

In our email communication, the customer confirmed that the account was funded by their friend. Proof of that has been sent to Michal in the email with the subject line "Case evidence for the Client DRKESER ".

4.1 By opening an account on our Website and by using our Website you warrant that:

you are acting on your own behalf;

the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

Based on the above, the winnings have been deducted and the last deposit made has been refunded.

Best regards,

Customer Support

Thank you for your response and explanation, Greatwin Casino team.

Dear drkeser,

As the Greatwin Casino team mentioned and as I have informed you via email, I'm afraid that when you used a payment method not held in your name to fund your casino account, this is against the rules of any online casino.

Please understand that such a rule is an industry standard.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint. I can only recommend that you make sure you only use a payment method held in your name to fund your casino account, read the casino's T&Cs thoroughly, and make sure to follow all the rules to avoid disappointments like this. Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal