GreatWin Casino - загальне обговорення (Сторінка 7)

Oh, thank you for the explanation 🙂.

Send my warm greetings to your sister!

I guess there is not much we can do without an official reply, although we are grateful you notified us!

Hi, I asked GreatWin to delete my account and they offered me €400 in cashback so I wouldn't close my account. I then communicated that the proposal was ok. In the afternoon I accumulated a win of around €5000 when the account was simply closed and never reopened. I contact the support who is rude among other things telling me "we don't close accounts like this" as if I were making things up, despite having sent the email received this morning and I ask at least to let me have the winnings but I am liquidated. I want to have my winnings.

Salve,avevo chiesto a GreatWin di eliminare il mio account e mi hanno offerto 400€ di cashback per non chiudere il conto. Ho quindi comunicato che era ok la proposta. Nel pomeriggio ho accumulato una vincita di circa 5000€ quando l’account si è chiuso semplicemente e mai più riaperto. Contatto il supporto che è scortese tra l’altro dicendomi "noi non chiudiamo account così" come se mi inventassi le cose,nonostante abbia mandato l’email ricevuta questa mattina e chiedo almeno di farmi avere la vincita ma vengo liquidata. Voglio avere la mia vincita.

Hi there.

I don't like the story at all. It's good you submitted the complaint! I just do not understand what reason the casino used for closing your account. The way I see it, you have no clue either, do you?

The way I see it, the rude also declined there was any money on your account the moment it was closed, so I presume there must also be some reason for that. Did the casino void your balance, perhaps?

Have you got any email regarding this matter?

I hope we'll get to the bottom of this situation soon!

I had written earlier, on the advice of a third person, after losing more than €10,000, due to my curacao license and not a German one, if I could be refunded my deposits. They sent me an email explaining that they can't, and telling me if they could credit me 400€ to try my luck again… account blocked in the afternoon.

Avevo scritto in precedenza,sotto consiglio di terze persone,dopo aver perso più di 10000€,vista la licenza di curaçao e non tedesca,se potessi essere rimborsata dei miei depositi. Mi hanno mandato un’email spiegando che non possono,e dicendomi se potevano accreditare 400€ per tentare ancora la mia fortuna… nel pomeriggio account bloccato.

I'm sorry, I still don't fully understand...

Did the casino close your account because of a third person's advice? The casino is not licensed in Germany, but that is hardly a reason to close your account like that, but it is also not a reason for a refund. But I must repeat the information are unclear to me.

Hopefully, I'll find some hints in the complaint later.

To my message to ask for explanations they replied that I contacted a legal office, which I didn't do, I repeat it was advice that I followed precisely due to the great loss, then I don't know if this is actually the case or not, but as soon as everything was clarified by the support and offered the €400 cashback, I accepted the offer and said it was fine. However, this does not seem to me the reason to close an account, among other things a profile with vip level 4, i.e. the penultimate. Not to mention the rudeness of the support who also claim that I have ignored their messages previously, and even if I was, I don't think I have to have to reply to casino staff every time for offers etc. and that doesn't make me "unworthy" of the casino's support.

Al mio messaggio per chiedere spiegazioni hanno risposto che ho contattato un ufficio legale,cosa che non ho fatto,ripeto era un consiglio che ho seguito appunto per la grande perdita,poi non so se effettivamente sia così o meno,ma non appena mi è stato chiarito dal supporto il tutto e offerti i 400€ cashback,ho accettato l’offerta e ho detto che andava bene. Comunque non mi sembra questo il motivo per chiudere un account tra l’altro un profilo con livello vip 4,ovvero il penultimo. Senza parlare della maleducazione del supporto che dicono anche che io ho ignorato i loro messaggi in precedenza,e anche se fosse,non credo di essere tenuta a dover rispondere ogni volta al personale del casino per offerte ecc. e questo non fa di me una persona "indegna" del supporto del casinò.

Ah, I see - thank you for the explanation.

So, who did you officially contact and who advised you to do so, if I may be so bold?

I can imagine the casino was not pretty happy about possible "legal action steps" on your side - who would, so they refunded you those €400 (was it really a cashback, I would say "refund") and closed the account to "get rid of trouble makers".

I know how that sounds, let's wait what the casino is going to say about this. 🤔

Yes, I understand, but the €400 cashback to "try my luck again" still wouldn't have been received in my bank account within an afternoon... they were credited to my gaming account and I played. However, I repeat, beyond this, the support is also an experience to forget

Si capisco,ma 400€ cashback per "tentare di nuovo la mia fortuna" comunque non li avrei ricevuti sul mio conto bancario nel giro di un pomeriggio… mi sono stati accreditati sul conto di gioco e appunto ho giocato. Comunque ripeto,oltre questo anche il supporto è un’esperienza da dimenticare

Anyway no I didn't contact any legal department, I just sent a message asking given the regulations of Germany etc regarding licensing and maybe it will be wrong too, I have no idea, if I could get a refund of just the huge loss on the casino, it was made clear to me that it wasn't possible and offered €400 "to try my luck again" in their words.

Comunque no non ho contattato nessun ufficio legale,ho semplicemente mandato un messaggio chiedendo dato i regolamenti della Germania ecc riguardo le licenze e magari sarà anche sbagliato,non ne ho idea,se potevo ricevere un rimborso appunto della grandissima perdita sul casino,mi è stato chiarito che non era possibile e offerti 400€ "per tentare di nuovo la fortuna" a parole loro.

Are you sure you were given a cashback? Cashback is a bonus - it is not meant to be withdrawn immediately, you must pay it first and fulfill all conditions, so I guess you've made it past the conditions - was the withdrawal approved?

Could you kindly share the related conversation you got with the casino? I want to ensure we're both talking about the same thing.

I'm sorry, I do not understand this part "I just sent a message asking given the regulations of Germany etc regarding licensing"

Again, a screenshot or email would help.

We should focus on the cashback - or better say, your winnings for now. I'll wait for your update.

As I can see in your complaint thread, Nick could use further information too.

Answer his question by using this direct link, if you don't mind.

Do you have any insights, for example? Feel free to step in.

Stay away from greatwin three times at Lucky pahrao with superspin winnings assuming no winnings and even took a photo. But there was nothing in my process and the time in the photo proves it. Support wanted data, time and but how am I supposed to understand it? There's nothing in it. Support turns you on and the chat lady just breaks off so never play there again

Finger weg von greatwin dreimal bei Lucky pahrao bei superspin Gewinn Annahme kein Gewinn übernommen und hatte sogar Foto gemacht. Im meinem Verlauf war aber nix drin und die zeit auf dem Foto beweist es ja. Support wollte daten uhrzeit und aber wie soll ich das nachvollziehen ziehen er ne nix drin steht Support stellt sich du und chat Dame bricht einfach ab also nie wieder da spielen

Hi, can you post what your screenshot shows ? You failed somehow to try to resolve it and so the chat just kept cutting you off ? 

I'll wait for an answer.

Hello, Greatwin casino promises a withdrawal in 1-3 days. I have been waiting to be discharged for a total of 10 days. The first repatriation attempt was canceled after three days. According to the instructions, I did the repatriation via bank transfer. After four days, the customer service replied that the first withdrawal was canceled due to a payment service provider timeout and promised that everything seemed to be fine now and that the withdrawal would be processed as soon as possible. It's now been 6 days since the second withdrawal and the money still doesn't appear in my account. I also don't get replies to my emails anymore. In the past, withdrawals at other casinos have been really fast, in hours and even minutes to a bank account. I've received a lot of bonus offers from Greatwin in my email in the last few days, but that's all the contacts. Unbelievable activity!

Hei, Greatwin kasino lupaa kotiutuksen 1-3 päivässä. Olen odottanut kotiutusta jo yhteensä 10 päivää. Ensimmäinen kotiutus-yritys peruutettiin kolmen päivän kuluttua. Tein ohjeiden mukaan kotiutuksen uudestaan pankkisiirron kautta. Asiakaspalvelu vastasi neljän päivän kuluttua, että ensimmäinen kotiutus peruuntui maksupalveluntarjoajan aikakatkaisun vuoksi ja lupasi, että kaikki vaikuttaisi olevan nyt kunnossa ja että kotiutus tullaan käsittelemään mahdollisimman pian. Toisen kotiutuksen tekemisestä on nyt 6 päivää, eikä rahaa näy vieläkään tililläni. En saa myöskään enää vastauksia sähköposteihini. Aina aiemmin muilla kasinoilla kotiutukset ovat olleet todella nopeita, tunneissa ja jopa minuuteissa pankkitilillä. Bonustarjouksia olen saanut viime päivinä Greatwiniltä sähköpostiini runsaasti, mutta siinä kaikki yhteydenotot. Käsittämätöntä toimintaa!

May I ask , if your account is fully verified at this casino? Have you also tried to check with your payment provider, perhaps? Just to make sure, that the issue is not on their side.🤷‍♀️ We usually give casinos 14 full days to get the verification and withdrawing process done. So if you still have this issue even after this timeline, do not hesitate to contact us, we will try to help you out.

Hello, Romi! Thanks for the answer! My account has not been verified because I have not been asked to verify it. My game account says "Currently your account does not require verification." I started playing at Greatwin only on the first withdrawal day, i.e. 6.3. I deposited €60, which I managed to recycle many times before the profit came so much (€500) that I decided to make a withdrawal. I haven't checked anything with the payment provider because I don't know what it is. Can you advise how I know what my payment service provider is? I made the deposits with Rapid Transfer and withdrew according to the instructions with Bank Transfer. So Greatwin's customer service gave instructions to use a bank transfer for the withdrawal, which I followed and then I got an answer to my question that everything seemed to be fine. For more than a week now, I have been sending inquiries to customer service about how I should act so that my withdrawal would definitely go through this time, but I have not received any further contact from them. Fortunately, my Greatwin game account still shows that the status of my withdrawal says "waiting". So I'm waiting to see if something happens from the casino.

Hei, Romi! Kiitos vastauksesta! Tiliäni ei ole vahvistettu, koska minulta ei ole pyydetty vahvistusta. Pelitililläni lukee "Tällä hetkellä tilisi ei vaadi vahvistamista." Aloin pelata Greatwinillä vasta ensimmäisenä nostopäivänä eli 6.3. Talletin 60 €, jonka ehdin kierrättää jo monta kertaa ennen kuin voittoa tuli niin paljon (500€), että päätin tehdä noston. En ole tarkistanut mitään maksupalveluntarjoajalta, koska en tiedä mikä se on. Voitko neuvoa mistä tiedän mikä on maksupalveluntarjoajani? Tein talletukset Rapid Transferilla ja kotiutin ohjeiden mukaan Bank Transferilla. Greatwinin asiakaspalvelu siis antoi ohjeen käyttää nostossa pankkisiirtoa, jota noudatin ja sittenhän sain vastauksen kyselyyni, että kaikki vaikuttaisi olevan kunnossa. Olen nyt lähettänyt yli viikon ajan asiakaspalveluun kyselyjä miten minun kuuluisi toimia siten, että nostoni tällä kertaa varmasti toteutuisi, mutta en ole saanut enää mitään yhteydenottoja heiltä. Greatwinin pelitililläni kuitenkin onneksi vielä näkyy, että nostoni tilan kohdalla lukee "odottaa". Joten jään odottamaan tapahtuuko kasinon taholta jotain.

It looks like the casino might be doing some checks or you're in the queue, and if they get to you, I'm hoping they'll give you the money. 

Regarding the payment provider and the fact that Romi asked if you have contacted them, if everything is okay on their side, it means that when you have to get money into your bank account, you ask the bank if everything is alright on their side and they have no issues. 

Of course I understand that it is not the most pleasant thing to wait and not get much of an answer this time, but there is nothing else we can do for now. 

So you need to keep a cool head and wait to hear from the casino and check what stage your withdrawal is at. If 14 days pass, you can contact us and we will try to help you, but I believe that this will not be necessary and you will get your money as soon as possible. 🙂

Hi Jaro!

Thanks for the reply and advice!

I received an email from Greatwin yesterday, exactly the same as the one I received before with the first cancellation. So my second withdrawal (€500) has also been cancelled! Customer service has not personally contacted me in any way about the matter. I had made the deposits with Rapid Transfer, so I decided to try withdrawing this time also with Rapid Transfer. This time I only made a €150 withdrawal. After the withdrawal, I received an automatic notification in my email, as before, that the finance department will process my request soon. I don't think I'll see my winnings anymore. I'm disappointed. Never before has there been such a show with any casino, and no casino's customer service has been so silent.

Hei, Jaro!

Kiitos vastauksesta ja neuvoista!

Sain eilen Greatwiniltä sähköpostin, täysin samanlaisen kuin aiemmin sain ensimmäisen peruutuksen yhteydessä. Eli myös toinenkin nostoni (500€) on peruutettu! Asiakaspalvelu ei ole ottanut minuun henkilökohtaisesti mitenkään yhteyttä asiasta. Olin tehnyt talletukset Rapid Transferilla, joten päätin kokeilla nostoa tällä kertaa myös Rapid Transferilla. Tällä kertaa tein vain 150 € noston. Noston jälkeen sähköpostiini tuli automaattinen ilmoitus, kuten aiemminkin, että talousosasto käsittelee pyyntöni pian. En kyllä enää usko näkeväni voittorahojani. Olen pettynyt. Koskaan aiemmin ei ole ollut tällaista show´ta minkään kasinon kanssa, eikä yhdenkään kasinon asiakaspalvelu ole ollut näin vaitonainen.

Hello. I would like to recommend you to submit a complaint here, with our team. They will try to help you out with this issue. Simply follow this link 👈, to do so. Please let us know, if you need any assistance.