GreatWin Casino - Player's struggle with bonus denial.

it's a lie, the whole group is from the casinos they have. I've made an account in 3-4 casinos they have and they told me that by decision of the management I won't get bonuses any time. I have all the details. I also wanted to do identification and they delayed me 1 month with excuses

Dear Paxidis,

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

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

Casinos are not obligated to reward their players with bonuses and bonus privileges can be limited or revoked at any time without further notice.

Moreover, please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Dear Paxidis,

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.

For this reason, I asked the soft2bet company to self-exclude me from all the casinos it owns and it does not do this to me, which is illegal when a player requests self-exclusion...

Thank you, Paxidis, for your reply. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Greatwin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@greatwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

These casinos are subsidiaries of soft2bet, I would like to be banned from soft2bet and all its subsidiaries and they don't do it for me

Have you sent a self-exclusion request as advised? Please forward it to petronela.k@casino.guru at your earliest convenience and send separate messages to every casino that you wish to self-exclude yourself.

It's not that, the issue is that they don't let me create an account because I don't know which casinos belong to this company soft2bet

But here you have justified the casino that canceled my withdrawal of 1200 euros, what can I say

I'm quite confused by your statement. You expressed a desire to self-exclude from all casinos under soft2bet, and now you're attributing the cancellation of your €1,200 withdrawal to me? I'm afraid I'll need additional information to better understand this situation.

I have complained before from a company that canceled my withdrawal of 1200 euros for a stupid reason and you justified it, that's what I mean. In short, I say that you are employees of the companies and you do not do your job properly, you always leave the casino as a winner and the player that it is wrong

• You mentioned that you were denied any further bonuses. = I want to clarify that we don't view this as a punitive measure, but rather a standard practice where bonus privileges can be revoked at any time.
• You expressed concerns about a delay in the verification process. = I inquired if you were provided with any specific reasons for the delay in verifying your account.
• You mentioned that you decided to self-exclude from the entire casino group, and you indicated that the casinos did not accept your request. = To clarify, I provided an example of what a proper self-exclusion request should include.

You also brought up an issue where you stated that you were unable to create an account and that a €1,200 withdrawal was canceled. I had not previously been informed of this withdrawal, and it appears that the disputed amount in this complaint is €1. To help me understand better, could you please provide further details regarding this issue? I'm having difficulty following the situation at this point.

Dear Paxidis,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.