GreatWin Casino - Player’s account has been suspended.

I recently opened an account at greatwin and had absolutely no issue depositing money or verifying my documents. Then when it was time to try a withdrawal I was told I couldn’t because I needed to use my Canadian documents instead. As a dual citizen I had no problem with this and I uploaded them promptly. Now they refuse to change the personal information to Canadian so I can access withdrawals because now they claim I use a vpn too much even though the times I use the vpn are on my work computer which I explained to them from the beginning has a mandatory vpn to protect personal info. I have refrained from making anymore bets using my work computer with the vpn and even logged on with my personal device multiple times without a vpn to upload documents for them and take identity picture. The only time I use the work computer now is to contact customer support because during work hours is the only time I have any responses from live chat or email as in the evening it’s impossible to get ahold of anyone. This is getting absolutely ridiculous as I was told my information would be updated and I could finally withdraw some funds yet ever since I said it was a withdrawal I wanted to make all of a sudden I’m having to jump through so many hoops. I will also attach the email thread from us so you can see. I just want my withdrawal money. The fact that when it was time to deposit money there was no issue with my info and documents and vpn use but as soon as I made anything and wanted to withdrawal then these issues are the problem. This is a complete scam and this sports book should be avoided at all costs by anyone who wants to avoid unprofessional crooks.

Dear jc23,

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

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing casino’s website from a restricted jurisdiction. 

I have checked thoroughly the forwarded communication and would like to ask you which option from the proposed ones you'd prefer.

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

I have already sent them numerous emails stating I would like my account verified with the first option and to keep it in Euros. The first time I waited to get home and used my personal device which was off vpn and again I got absolutely no help. The only time I can even get on live chat is early in the morning when the queue is small and then I’m at work and have to use my work device which has a built in vpn. I finally got ahold of them yesterday morning while at work and again they refused to verify because I was on vpn even though the previous time I made sure to be on my personal computer when I uploaded all documents for them like they asked yet they did not verify my account like they had promised. I have stated this over and over and over and they just continue to ignore even though when they asked me to upload documents off vpn I did so that evening aswell as stopping all bets while on my work computer also.

Once home today and on my personal device I will once again join live chat off vpn and ask them to verify and process my withdrawals and I will save the conversation thread aswell. I have 2 withdrawal requests active and one for over two weeks now that have not even been acknowledged. Not even an update on there end.

Hello jc23,

Have there been any developments since our last conversation, please? Also, please stop using the computer at work with a built-in VPN as requested by the casino.

Yes the issue is now resolved thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, jc23, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru