The player from Portugal had won €1000 and attempted to withdraw €500, but despite the casino's stated 4-day processing time, the withdrawal had been delayed for 5 days. The support response consistently cited payment delays, and the player ended up spending the remaining €500. The issue was resolved when the player received the withdrawal 13 days later, and the complaint was marked as 'resolved' by the Complaints Team.
GreatWin Casino - Player’s withdrawal is delayed by the casino.
Amount: €500
GreatWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
On July 29th, I won €1000 at this casino. Since they state that we can only withdraw €500 per day, I tried to make my first withdrawal of €500. They claim the processing time is a maximum of 3 days but that it only starts counting 24 hours after the withdrawal request—so effectively, 4 days. It has now been 5 days and still nothing. The support response is always the same: they have a delay in payments, blah blah blah. This seems like just a tactic to make players spend their money. I ended up spending the other €500 I had in my account, but the first withdrawal is still pending. Since they violated their own terms and conditions, they should be required to pay me the full €1000 as I initially had. This seems like yet another scam.
Automatic translation:
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3 months ago
Dear lsergio114,
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,
Kristina
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3 months ago
Translation
It's been nine days, not five, since the withdrawal request was made on Monday, July 29. I still haven't received the money
Automatic translation:
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3 months ago
Thank you for your reply, lsergio114. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 months ago
Dear lsergio114,
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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2 months ago
Dear lsergio114,
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
