GreatWin Casino - Player’s winnings haven’t been received yet.

I have been waiting for a withdrawal to be processed for 6 days (e.t. 3 weekdays) but the money is not being transferred. According to the terms and conditions, the money will be transferred within 3 days from the next day request was made (already past). Apparently this is not the case. I'm afraid and extremely worried that money won't come. I fear that this will be delayed even more. I did everything as required, also being very patient and friendly with casino agents.

Several times I was in live chats and write to the support. Answers were always the same:

1) I am happy to confirm that your withdrawal is in the queue for processing by our Finance Department.

2) U will get your money soon, we put you on priority

3) Once the withdrawal is processed, you should receive an email from the Finance Department.

4) The withdrawal will be processed soon

However, nothing happened. I also didn't get any mail from tem about delay. Below I am attaching several chat transcripts, printscreens of the withdrawal etc.

What can I do now?

Dear jjako996,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you. However I am really worried because 3 days already past, if we count weekend as well, 6 days past from my request. I am feeling terrible. Can u somehow help me?

Greetings.

Can u check it? And help me out?

Thanks in advance.

Dear jjako996,

Have you received your withdrawal from the casino yet?

Yes.

Dear jjako996,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru