A player from Germany claims to have met the wagering requirement of a 30 euro bonus, contrary to the casino's assertion that she has only wagered 150 euros instead of the required 1500 euros. After the misunderstanding was cleared by the casino support the player asked us to close the complaint.
GreatWin Casino - Player's asked to complete wagering of the bonus.
Amount: €108
GreatWin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello,
I have verified myself at the casino and have already withdrawn 38 euros. Afterwards, I received a 30 euro bonus with a 50x wagering requirement (i.e. 1500 euros). I have fulfilled this requirement, yet the support staff claim I only wagered 150 euros. I have a transaction history that shows I wagered more than 1500 euros with the bonus. However, it is quite lengthy. If you wish, I can provide around 100 screenshots including the Bet ID and so forth. It clearly shows that I have met the wagering requirement.
Attached, I have already uploaded some screenshots of my wagers as well as the support staff asserting it was only 163 euros. If you add up my bets in the photos (not all of them), it already totals 190 euros. Therefore, it does not make any sense at all.
Automatic translation:
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8 months ago
Dear Swfs,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Greatwin Casino.
Please note, it won't be necessary to supply so many screenshots going forward.
I checked the casino website and found this: https://greatwin677422.com/de/rules
A more exhaustive list of slot games with reduced wagering contributions can be found here as well.
Could you please advise which games have you been playing and what was their contribution towards the bonus wagering requirement?
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,
Tomas
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8 months ago
Translation
Hello,
I played Blackjack Neo by Relax gaming. I used 5 euros here (since this was the maximum amount allowed (see attachment) 
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8 months ago
Translation
Hello,
After what felt like 2 hours of chatting with the casino, I understood that blackjack contributes only 10%. The casino should make this clearer in my opinion. My understanding is that you can wager a maximum of 10% of the bonus in Blackjack.
You can set this complaint as successful. I got everything where I need .
Automatic translation:
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8 months ago
Thanks for clarification.
Card games having lower wagering contribution is nothing unusual. You can find it explained in many online casinos in the same way as in this case. (as a wagering contribution percentage in a table format)
I am glad to hear the situation was clarified and we at Casino.Guru wish you all the best.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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