Complaint #7 GreatWin Casino

Account closed and no answer why

By jaron0

3 years ago

Good day,

I met on 20.11. Registered at Greatwin and deposited €100 after winnings, I requested a withdrawal of €500. Then I was supposed to verify my account and was denied even though I sent in all the documents.

In the meantime I deposited another €200. So now a total of 300 €

On December 2nd, 2022, Greatwin told me that I had not passed the verification and my account was closed. Despite repeated requests, nobody wanted to tell me what I hadn't passed. I was also told that I would get my last deposit back, but only €100 instead of €200.

A few days later I received 100€. I'm still missing €200 from my deposits.

I would like to know from Greatwin why my account was closed and request payment of the winnings (€500).

I've never experienced anything like this. I feel cheated.

Disputed Casino GreatWin Casino

Reason Account closure

Amount €100

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that GreatWin Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

GreatWin Casino

• Representative

3 years ago

Dear all,

Thank you for contacting us.

We would like to inform you that the customer has been closed in accordance to the following articles from our Terms and Conditions:

6.9 You agree that the Company reserves the right to cancel any withdrawal in the event of you being suspected of fraud, collusion or illegal activity.

9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<…>
void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
<…>

In regards to the last deposit not being refunded in full, the remaining 100 EUR owed to the customer has already been paid from our side.

Best regards,
GreatWin.com

AskGamblers

• Support Team

3 years ago

Dear GreatWin Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the GreatWin Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

GreatWin Casino Complaint Stats

Resolved 28 / 28

Avg. Amount $1,162

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

GreatWin Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 22 out of 22 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

GreatWin Casino Complaints

See all complaints for this casino

Payments have been delayed by weeks

Hi!

I played on this casino a over a month ago and gained a total balance of (about) 5200 euros. After I started to withdraw during august I got an unfortunate problem where I could only withdraw 800 euros a day and make a one request max per day (and 3 at the same time pending max).

Now after almost a month I have only received 800 euros of my money with large majority of my balance still on my account either in a pending state or as balance that I can’t even request to withdraw. These types of waiting times are insane and with this rate I will receive all of my money maybe during next year.

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Casino holding my winnings of 6000e

Hello Ask Gamblers team, I would need your help. This casino is holding my withdrawals even I'm fully verified. I have now waited 19 days what is unacceptable. I have tried to communicate with the support but when you rarely get through the que, they can't tell any thing or help at all. I'm just being told to wait and I fear that this casino has some serious financial issues. I haven't used any bonuses and I have made successful withdrawals before. Now they just stopped processing them. Please help.

15h left

€6,000

Withdrawal payment delays

Greatwin Casino has delayed my withdrawal request payments I have made for close to a month in total between all request transaction. Originally at the beginning of the month I ended up doing two withdrawal requests one for $1000 and another for $200, after 15 days and still not receiving the funds and many times talking with live chat and only been given vague replies such as the withdrawal requests are being reviewed and I'll be notified ASAP. I ended up cancelling the $200 withdrawal and ended up playing it and losing it out of frustration. I also decided to try to cancel the $1000 withdrawal and try doing a smaller request for $250 and another one for $750 to see if it would end up processing faster. It has been 11 days since requesting the $750 withdrawal and 6 days since requesting the $250 withdrawal as for some reason they cancelled my first $250 request. Both of which have been longer than their stated 3-5 business days for payments to process and go through. My account is not verified because on the verification page it says at the moment. My wishes of resolution is simply to just be paid out for the two withdrawal requests totalling $1000 as it should have already been done over two weeks ago at the very least. Thank you for your time and attention to this matter.

Resolved

€1,000

Delay in withdrawals

Hi there,

I have requested withdrawals from Greatwin, totalling $3150 at the moment. One of the withdrawals is from July 30th, which is now well over their terms stated three business days to process. They did process two previous withdrawals, after I escalated the issue to the vip team. However, since then, my vip level has dropped and now they won’t reply via the vip email.

I am simply hoping to have my withdrawals processed in a timely and fair manner and hope that you can assist with this. Attached is a picture of the pending withdrawal since July 30. I have screengrabbed other photos too detailing the timeline if they are helpful. Appreciate your help a lot and I hope the casino will respect my request.

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500 usdt not credited yet

Subject: Deposit Not Credited – Urgent Assistance Needed

Hi AskGamblers Team,

I recently created an account on GreatWin and deposited 500 USDT via TRC-20. However, the deposit has not been reflected in my account balance.

I have contacted the website’s live chat support multiple times, and each time, they only told me that “your request is in queue,”, without providing any clear resolution or timeline.

I am very concerned about this situation and would like your help to investigate whether this website is legitimate or a potential scam. My username is: Akhil9565.

I have attached screenshots of the transaction ID, deposit confirmation, and chat conversations with their support team for your reference.

Please advise on the next steps and assist me in recovering my funds if possible. This issue is causing me significant stress, and I would greatly appreciate your prompt response.

Rejected

$500

Closed account with funds remaining and refusing to pay them out

Hello,

A few nights back, I made quite a bit of money on GreatWin Casino.

I initiated a $600 withdrawal, and when I woke up, my account was "disabled".

Upon contacting support, they told me that my account had been closed due to an administrative decision.

I contacted them via email over a day ago and have not received a response.

Their live support chat told me my funds were "frozen" and that I would not be able to access them.

The amount in the account was $3,234, and I currently have no way to access or withdraw those funds.

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Payment is delayed more than 15 days for no reason

Dear I have registered 2023 in greatwin and deposited and lost so before I did not try to withdraw funds. I did withdraw now and they kept the transaction pending for no reason for almost 15 days and I talking to support they are playing with me each time saying different words. What I feel is they don’t want to give me the money because no more patients can’t wait anymore they take 15 days for crypt withdrawal it’s so funny.

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Great Win Casino - Pending withdrawals for 15 days

I have 2 pending withdrawals for over 2 weeks now. Live chat just keeps on saying “Very soon I promise”. There service email does not respond back either. No idea how to get my money back. There are no bonuses associated. Its just straight cash deposit and withdrawal. I have asked them to KYC verify me multiple times. Same response “there is no need. We’ll let you know when verification is needed”. I genuinely have no idea anymore how to get my money back other than getting 3rd parties involved.

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Delay payment start 12 dec

Chronology

I made for deposit $170 12th dec and I am playing and have won, total $370 and for now I have not still received money for 13 days. Live chat customer service still gives excuses and excuses.

username < username removed >

And now I not have received my withdrawal total $370. Greatwin please do not hold my money I am very long to wait for my money. Please follow up on my withdrawal i really need money.

Resolved

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I have made 3 withdrawals since November 20th

Hello. I have made 3 withdrawals since November 20th, for a total of USD 1,498. I used USDT ERC20 method. So far they have not been processed. From the casino's live support, the only thing they say is that they are delayed and I have to wait. Also, I sent emails to the support that never answered me. Honestly, more than a considerable amount of time has passed.
I attach the screenshot of my last chat with the Casino and the screen of the withdrawals requests.
So, can u help me Askgamblers?

Thanks

Resolved

$1,498