The player from Germany had deposited €100 via bank transfer on August 6, 2024, but the funds had not been credited to his account. After contacting chat support seven times, he continued to receive the same response regarding the processing status without any further updates. The Complaints Team had requested additional documentation from the player to facilitate the investigation, but he did not respond to the requests. As a result, the complaint was rejected due to a lack of cooperation.
GreatWin Casino - Player’s deposit is delayed.
Amount: €100
GreatWin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
On August 6, 2024, I deposited €100 via bank transfer, but it has yet to be credited to my account. I have contacted chat support a total of 7 times, and each time they have told me: "It's still being processed, we will notify you via email." To date, I've received nothing.
Automatic translation:
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4 months ago
Dear Delta90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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4 months ago
Translation
The bank says that the payment has arrived in the recipient's account. This is also not the first transfer to the recipient. The bank also says that they cannot do anything because the funds have arrived.
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3 months ago
To be able to continue with the investigation, please send me the following:
- deposit payslip
- bank statement in PDF format starting from the date you deposited money to your casino account up to today
- transaction (deposit) history from your casino account
- communication with the casino customer support
- communication with your bank
My email address is veronika.l@casino.guru. Thank you in advance for your cooperation.
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3 months ago
Dear Delta90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
Translation
I'm not sending you my pay slip, it's none of your business and has absolutely nothing to do with the case. Close the case, you're not helping.
Automatic translation:
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3 months ago
I am sorry there has been an error in our translation, I am not talking about your payslip in terms of your job, but the payment receipt, which is a document showing that you sent the deposited amount to the casino.
