GreatWin Casino - Player’s tournament winnings have been disputed.

Hi! I've encountered an issue while playing live casino blackjack and participating in a tournament campaign. A pop-up notification appeared indicating that I had won 200k in the tournament/campaign. This notification showed up when I returned to the table the next day. I've tried to get clarification on this, but customer support and the game provider say that there's no such payout coming. I don't understand why I first received a notification saying that I had won that amount, only to be told later that no such payout exists. Thank you.

Dear Topelias88,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GreatWin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any evidence of the win recorded in your gaming history or elsewhere?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

There is no greater history than that pop-up window, which I didn't notice to take a screenshot of at the time. that's what it looked like. There have probably been 7 of those, but also for smaller amounts. Two 25e campaign wins have been paid.

I am sorry but without any evidence of winnings, we can't compel the casino to award you any.

Please clarify what qualifies you for the winnings mentioned in the description of your complaint, otherwise, we'll be forced to reject the complaint as unjustified. Thanks for your understanding.

I'm trying to search, but like I said, there's no evidence of that other than that popup that I didn't notice to take a screenshot of. It's strange that the player still has to go to the store looking for evidence of some tyrant.

There, when the €25 campaign win was paid twice, it was only then entered in the game history!

It also said that those rewards will be automatically added to the game account within 2 weeks. The casino also said to ask the game provider and the game provider said to ask the casino. Even less is confusing! I think it's quite a shocking move. There have been pop-up messages for amounts of 1000e, 500e, 100e, 200e and at least a couple of times 25e, and those 25 are the only ones that have been paid.

I am sorry but we can't ask the casino to credit your winnings if there is no proof of a win.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.