Complaint #28 GreatWin Casino

Refused my payment of 2950 and closed my account

By maher01223

2 years ago

I played GreatWin Casino about 6 weeks ago and requested a withdrawal thinking I didn't need to do any verification. I submitted my payment wallet and waited another 1 week before following up. I contacted chat and asked about my funds and they said to wait another few days to verify the transaction. I then got an email stating I needed to send in my documents for the withdrawal.

I submitted my documents and they were not approved for another 10 days, so I followed up on chat again and asked them some questions, they just played the run around and didn't give me a straight answer. I contacted support again saying I don't have PDF files for my payment method and they said to me the following and closed my account ;

Dear Maher,

We would like to inform you that your account has been closed due our T&C 6.6.4:

6.6.4 We reserve the right to withhold any refund or reverse transaction until the identity of the Player Account User is adequately established to our satisfaction. You agree to provide, in case We demand, your Identity Document (Passport, Driving Licence, Identity Card) and any Proof of Address you may provide (Utility Bill, Bank Statement, Rental Agreement etc.),also, Verification of your Payment Method Ownership may be required. If such documentation is not provided within thirty (30) days of our request, then such refund or reverse transaction shall not be effected, Your Player Account shall be closed and You shall forfeit all funds in Your Player Account, such decision shall be final, binding and not subject to appeal.

Basically they played the run around on me for over 1 month and didn't approve anything until I was over this Clause in the contract. They are a terrible scam casino and I would like to ensure my review is seen even if I can't get the funds back!

Disputed Casino GreatWin Casino

Reason Declined payment

Amount $2950

Discussion

AskGamblers

• Support Team

2 years ago

Dear @maher01223,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the GreatWin Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to send the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you forward it to the relevant regulatory body.

Thanks for your cooperation.

GreatWin Casino

• Representative

2 years ago

Dear Customer,

We are waiting for you to upload the requested documents in your casino profile. Thank you in advance.

Best regards,
GreatWin.com

maher01223

2 years ago

Hello, I just got this message. I will reply and complete the verification and check that my account is reopen asap.

AskGamblers

• Support Team

2 years ago

Dear @maher01223,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

GreatWin Casino Complaint Stats

Resolved 26 / 26

Avg. Amount $1,086

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

GreatWin Casino Complaints

See all complaints for this casino

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.

Resolved

$3,234

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.

Resolved

$19

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.

Resolved

€140

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

$370

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

Withdrawal pending for 9 days

It's been 9 days since I made a withdrawal request but it is still pending.

Every time I ask live support I get repeat answers that it will be processed soon but no sign of any progress.

Withdrawal request was made on 18/11/2024 and it's 27/11/2024 today.

The withdrawal time phase they give is 3-5 days

Resolved

₹50,000

Withdrawal pending since 12 days and no help

Requested withdrawal on 12/09/2024 50000 they said it will be processed in 5 days. After 5 days I got help from live support and everytime they said my request was at final stage and I would get the payment in the nearest time.. On 22nd suddenly asked for verification document which I had already sent them but no progress as they didn't reply emails at all. It's been 12 days now they just accepted the deposits and when time of withdrawal I have written my awful and worst experience at greatwin.com

Username- < username removed >

Any progress I will write here and update

Resolved

₹50,000

I have delayed withdrawal for days

Hello, I'm now waiting since 10.9 for my withdrawal. I have 3 pending each 500€ and not 1 got processed yet.

It said under withdrawal 1-3 workdays what seems to be not true.

Support not really helpful what seems to be common. Would love if I can get some help here appreciated.

If i have another 2000€ balance if this continues I wont be able to cash out till next year.

Resolved

€4,500

Declined Withdrawal Requests

I have been trying to request a withdrawal for over two months from this website and I am unable to reach anyone to process my withdrawal.

Then they requested all my documentation which I provided to them. They asked for my bank's month of March statement which I provided through the website and by email. When I emailed support they assured me that by providing the statement for March, I would be able to withdraw, which I provided. Then support never emailed me back since June 23rd.

After that, they asked me for the month of February, which I again provided and never received an answer.

At this point, it just appears that they are going through hoops and bounds to cancel my withdrawal requests. And when I check the verification within the website, they do not show me anymore what documents are left to send.

On a separate note, when I go to reviews on TrustPilot from this particular website, it seems that I am not the only individual having similar issues.

Resolved

$1,233