The player's win was not credited for unknown reason. The complaint was closed as the player stopped responding.
GreatWin Casino - The player's win was not credited.
Amount: €90
GreatWin Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
GreatWin Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello I played the Heart of earth xmas slot. Won €90 and it was not credited to my account
Automatic translation:
Public
Public
2 years ago
Hello davidschcku,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Greatwin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? Was the spin made with real money or bonus balance? Is the winnings spin visible in your betting history? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hello Nick,
my account is not verified yet. The spin was made with real money. The win spin is not visible in my bet history. Last contact with support was yesterday. I told them everything again. Such as time, provider, slot name, stake + win amount. I'll address them again soon. Luckily it was only €90. Well, next time I'll at least take a screenshot if the winnings are a little higher. Unfortunately I have no proof and the 90€ don't hurt me 🙂 Will also close my account. For some reason they excluded me from all bonus programs. The only answer I get is" comes from the very top, the department, the support unfortunately can't do anything
Automatic translation:
Public
Public
2 years ago
Translation
Hello Nick,
Contacted support again today. Should wait 24 hours. I got the same answer yesterday
Automatic translation:
Public
Public
2 years ago
Translation
Today came the e-mail that no profit can be determined
Automatic translation:
Public
Public
1 year ago
Hello davidschcku,
In case the casino has no record of the winnings spin, not even logs - and you also do not have any proof showing the winning spin, our hands are basically tied. All I can do is to recommend to contact the game provider directly but if they determine that there was no such a spin, it will be most likely lost.
Unfortunately such technical issues may occur but in most cases it is caused by connection or browser issues and the casino can't be punished for it.
Is there anything else we can assist you with? If not, we will be forced to close the complaint.
