GreatWin Casino - O jogador não pode retirar ganhos.

Hello, I have deposited 20€ in crypto into this casino. I accepted the welcome bonus, made a few spins but then I removed it, so I started playing with my own money. After making a win (200€), I correctly noted that they have been added to my real balance. I go to the withdrawal screen but it tells me that I need to deposit first to make a withdrawal (which is something I have obviously already done). I have spent days "talking" to customer service that either closes the chat or the site logs me out on its own. I have already taken standard procedures (clear cookies, incognito, from another device...) How can I resolve this?

Salve, ho depositato 20€ in crypto in questo casinò. Accetto il bonus di benvenuto, faccio qualche spin ma poi lo rimuovo, quindi mi metto a giocare con i miei soldi. Dopo aver fatto una vincita (200€) riscontro correttamente che sono stati aggiunti al mio saldo reale. Mi dirigo alla schermata del prelievo ma mi dice che prima devo depositare per effettuare un prelievo (cosa che è ovvio che ho già fatto). Ho speso giorni a "parlare" con l'assistenza che o chiude la chat o il sito mi fa logout da solo. Ho già provveduto alle procedure standard (pulisci cookie, incognito, da un altro dispositivo...) Come posso risolvere?

Dear ilCeck,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you cancelled the redeemed bonus after a few spins but before the mandatory wagering was completed?
• Was your account already verified?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thanks for the reply, yes I canceled the bonus so any winnings made with the bonus money have been cancelled. This is confirmed by my bonus balance of €0. Regarding verification, on the site it says that my account does not need verification. I even offered to check it out by contacting support, but they didn't tell me anything about it

Grazie della risposta, si ho annullato il bonus quindi ogni vincita fatta tramite i soldi bonus è stata annullata. Questo è confermato dal mio saldo bonus pari a 0€. Riguardo la verifica, sul sito dice che il mio account non ha bisogno di una verifica. Mi sono pure offerto di fare una verifica contattando il supporto, ma non mi hanno detto nulla al riguardo

So what can I do?

Quindi cosa posso fare?

Thank you very much, ilCeck, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi, depositing again made me withdraw. For now the withdrawal is pending and should be confirmed by tomorrow at the latest

salve, depositando un'altra volta mi ha fatto ritirare. Per ora il prelievo è in pending e si dovrebbe confermare massimo entro domani

Hello ilCeck,

This is Tomas, and from now on, I will be assisting you with this case. Before contacting the casino, can I please ask if there has been any progress with your withdrawal?

Thank you.

Best wishes,

Tomas

Casino.Guru

Hi, I deposited a second time and have now withdrawn. The withdrawal is still pending, however, and today the established maximum 5 working days have passed.

Salve, si ho depositato una seconda volta ed ora ho ritirato. Il prelievo è ancora in pending però, ed oggi sono passati i 5 giorni lavorativi massimi stabiliti.

Thank you for informing me.

Dear Greatwin Casino,

Can you please provide an update on the status of the payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear all,

Thank you for reaching out!

We are happy to inform you that the customer's withdrawal has been successfully paid out.

We apologize for the inconvenience caused by any delays.

Best regards,

Greatwin Administration

Yes, I can confirm that the withdrawal has arrived

Si posso confermare che il prelievo è arrivato

Dear ilCeck,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru