GratoWin Casino - Winnings held up with no response from support

Dear @Abhinjose,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The total amount is unpredictable as the free spins were unfinished. Only one spin out of the three (which will reset back to three spins if there is one more win in the next two spins) was completed and I had won 180€ by then. It is very important to note that each spin had abetting amout of 10€.

Dear GratoWin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case 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.

Dear ABJO,

Thank you for taking the time to share your experience with us.

We sincerely apologize for the inconvenience you’ve faced due to the technical issue. Please rest assured that your case has been escalated to the game provider, and we are currently awaiting their response. As soon as we receive an update, we will promptly get back to you.

Once again, we apologize for the situation and truly appreciate your patience and understanding.

Thanks for the response, but unfortunately this is the same response I’ve been getting since day 1. The issue happened on 10th January and 11 days passed since then!!
The worst part is that according to this casino, there is no estimated time frame to resolve this issue. This is unacceptable just because of the fact that this error is 100% on your end!
Another annoying thing is that, although the disputed amout is written as 180€, this is potentially higher than that because I had free spins left on10€ bets. 180€ is the amout I had won after the first free spin!!

Dear Abjo,

Thank you for reaching out again. I understand how frustrating this situation must be, and I sincerely apologize for the delay in resolving your issue.

Please rest assured that we’ve done everything within our power to assist you promptly. Your case has been escalated to the game provider, as the matter requires their input to move forward. Our Incident Manager is closely monitoring the progress and is in regular contact with the provider to ensure this issue is resolved as quickly as possible.

I truly appreciate your patience and understanding as we work through this.

Thank you for your understanding.

Kind regards,
GratoWin

No updates so far!!

Dear GratoWin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear Abjo,

Thank you for reaching out to us again.

We are still awaiting an update from the game provider regarding your case. A follow-up was sent today, and we will share any new information with you as soon as it becomes available.

We greatly appreciate your patience and understanding as we continue working to resolve this matter.

Kind regards,
GratoWin

I have lost faith in this casino! Consider this case unresolved, they’ll never ever give me the winnings!!

Dear Abhin,

Thank you for your patience as we worked to resolve your case.
We sincerely apologize for the delay and are pleased to inform you that we have received confirmation from the game provider regarding the maximum potential winnings. We are happy to confirm that the full amount has now been credited to your account.
We wish you the best of luck and look forward to seeing you play with us again soon!

Kind regards,
GratoWin

Dear @AbJo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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.

This is totally unacceptable for the following reasosn:
1) The winning amount is taken as 260€, on what basis? I can’t still access this game in my account.
2) The winning amount of 260€ was credited to my account as a bonus rather than a winning. Screenshots attached for review. I didn’t have any bonuses when I was playing this game, and now, even for this 260€, there is a wagering requirement of 13000€ in 3 days!! This is pure robbery!!

See screenshots below.

Dear all,

This complaint has been reopened as per GratoWin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Abjo,

Thank you for sharing your feedback. We truly regret that your experience with us did not meet your expectations, and we understand how frustrating that can be.

The experience of our players is our highest priority, and we are dedicated to ensuring fair and transparent service at all times.

We have thoroughly reviewed your account and can confidently confirm that fair compensation has been provided.

We wish you all the best and hope to welcome you back to play with us again soon!

Best regards,
GratoWin

Dear @AbJo,

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.