GreatWin Casino - Player’s struggling to receive a refund.

Hi,

i would like to file a complaint in greatwin.com. As i intend to deposit 20€ in the app for the first time, I typed 20€ in the amount box as deposit but it did not appear in the box and then i typed once again and the 20 appeared,(you can try it yourself) then i proceeded to payment immediately. After confirming the payment i was charged 2020€, it seems that it waa indeed encoded.. I would like to withdraw the excess money but becausw of the general rules and regulations of the app, 1xwagering of the deposited amount, it hinderes me to withdraw. I am not intending to play my money due to I am a first timer player of casino. I subject the case to their finance department but they decline my case, i would like file a complaint for my case reconsideration to be applied as a technical problem brought by the app upon depositing and allow me to withdraw my remaining balance amout. it was now 1990€ because i played it one time for the reason that i have not understand the 1x wagering procedure. i thought i just need to play one time, and they clarify that i need to play all that i deposited. i dont intend to play the remaining amount because it is high risk of losing the money, it is big amount. Can someone help me?

Dear lvillacastin,

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. Could you please advise if your account has been successfully verified already? Please understand that it would be a little bit easier to request a refund if your funds were still untouched inside the account. Unfortunately, you placed some bets already? Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All the serious and licensed casinos have to comply and follow these policies.

Have you informed the casino about the misunderstanding right after placing the deposit?

If there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Yes, I unfortunately used already because i chat the live agent about it and he said i need to play 1x for wagered procedure. I thought i need to play really one time.. and still i cant withdraw after playing, then i get back again to the agent and he said i need to bet all the money deposited,. i was so shocked, and i dont know what to do. It was left now with 1990€, i dont want to touch it anymore. They gave me the email of finance department and i emailed them and tell everything what happens, but they replied that i need to wagered 1x as a general rules. i really dont want to do it and it was not my fault it doubled entered the digits in the app. I just want to ask for reconsideration for refund to fall from their technical problem and extraordinary circumstances general rules.

And I am still not verified. I just opened an account successfully and then deposited the 20€ amount right away.

Then it became 2020€. I am

ready to be verified, whichever documents they need to prove that i am not doing money laundering. i did not even apply to get bonus award. It is the real money I played. And I lost already 30€ for that. I thought it would be okay to withdraw afterwards. I know i agreed to terms and conditions of the game but it was a mistaken deposit and I got panic and dont know what to do after that incident

Thank you very much, lvillacastin, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. However, I would like to warn you that a positive outcome of this is not promised as the AML policy is a very strict one and it will be very difficult to go around it. Nevertheless, Tomas will try his best.

Hello lvillacastin,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. I would like to ask the representatives of Greatwin casino to join the conversation in order to help us resolve the issue.

Greatwin Casino,

Does lvillacastin qualify for a refund of her deposit?

It was settled now. thank you

Dear lvillacastin,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.