The player from Germany has deposited over 12,000 euros in the casino but hasn't received any payouts yet. The payout process is slow, with limitations on the amount that can be withdrawn per day. Player’s complaint has been resolved successfully.
GreatWin Casino - Player’s withdrawals have been delayed.
Amount: €5,000
GreatWin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have already deposited more than 12,000 euros in this casino and have not yet had a payout (I had brought it back every time) Now I have, since you can only pay out 1000 euros per day, 3 open payouts and 3000 in the account that I do not Can pay out because only 3 payouts are allowed there ^^
That alone is actually a cheek but ok I could live with that if the payouts are processed quickly but unfortunately that is not the case.
Bank transfer 1-3 working days then it was said 3- 5 working days that
In the live chat I was told to write to Vip Mail, they can speed up my payouts.
Yesterday I was assured by email that I would get my first payout on the same day, unfortunately nothing happened...
Also, I was told in chat that this is the first of the 3 payout tongues under consideration.
Means I have to wait another 5 days for each 1000 euro payout, which then bites with the monthly payment limit of 15 000 euros, you can't reach that in 2 months.
I also don't know what there is to check for so long I've been a good depositor I haven't used any bonus and only played 5 slots. My account is verified too.
I haven't gotten a reply from Vip Mail since yesterday.
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1 year ago
Dear mhockey,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
Hello 🙂 I am already verified.
and my payout, which was supposed to leave the house today, was canceled on the grounds that my payment service provider (bank) rejected it.
It is the same withdrawal method that was used to deposit.
After phone consultation with my bank nothing was rejected.
So the first 1000 euros are back in my gaming account and I had them paid out again.
In the live chat you just apologize but don't find a solution to the alleged problem. Depositing was also easy.
Attached are the two screenshots
Cheers and thanks for the help
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1 year ago
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By the way, almost every complaint from the casino is about the same thing. Always the same excuse that the payment didn't go through!
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1 year ago
I fully understand your frustration, mhockey. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
Translation
Hello 🙂 case was solved, the payout was set manually by the VIP team and I got my money except for the last 1000 euros, which will surely come tomorrow.
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1 year ago
Dear mhockey,
Could you please confirm that the entire amount was received now? Do I have your permission to close this complaint as resolved? Thank you.
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1 year ago
Dear mhockey,
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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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mhockey, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
PS: The initial disputed amount of this complaint was €6,000. Since the player confirmed previously that they received everything except for the last €1,000 a adjusted the amount to €5,000 and marked the complaint as resolved.
