GreatWin Casino - A conta do jogador foi reaberta contra sua vontade.

Dear Casinoguru team

I was a customer of Greatwin for a long time, but then had myself blocked in July 2023 due to gambling addiction. I have the confirmation email from the casino from 2023, as well as confirmation that this was due to my gambling addiction. At the end of January 2025, I was informed by Greatwin that my account had been unlocked and that a bonus was waiting for me. This was done unilaterally by Greatwin, I did not ask for it to be reopened. Unfortunately, I then relapsed and played at Greatwin. In about 3 weeks I lost 14,526 CHF, I also have proof of the deposits. This clearly violates player protection, especially because I had myself blocked due to gambling addiction a year and a half ago.

I alerted the casino to this 10 days ago by email and demanded a refund, as reopening it was a clear violation of player protection. I attached all evidence and asked for my account to be blocked again. I also gave them a week to resolve the problem together, but unfortunately to no avail. I have still not received a response. I have followed up several times via live chat and they said they would look into it as soon as possible, but nothing has happened. 3 days ago I contacted my VIP manager, and after a week, so 3 days ago, my account was finally blocked, which shows that Greatwin doesn't care at all about player protection. It cannot be that after such a serious transgression, the account remains open for a week and is only blocked because the customer follows up several times.

This clearly violates the agreements and principles of responsible gaming.

I am asking Casinoguru for help in getting my money back, I should never have lost it because Greatwin should never have reopened my account after I self-excluded due to gambling addiction, especially not without my consent.

I am happy to provide all evidence and chat histories.

Thank you in advance.

Liebes Casinoguru-Team

Ich war länger Kunde bei Greatwin, habe mich dann aber im Juli 2023 aufgrund Spielsucht sperren lassen, ich habe die Bestätigungsemail vom Casino von 2023, sowie Rückbestätigung dass dies aufgrund meiner Spielsucht erfolgte. Ende Januar 2025 wurde ich von Greatwin darüber informiert, dass mein Konto entsperrt wurde und ein Bonus auf mich wartet, dies geschah einseitig durch Greatwin, ich habe um keine Wiedereröffnung verlangt. Ich bin dann leider rückfällig geworden und habe bei Greatwin gespielt in ca. 3 Wochen habe ich 14'526 CHF verspielt, ich habe ebenfalls die Nachweise der Einzahlungen. Dies verstösst deutlich gegen den Spielerschutz, insbesondere weil ich mich aufgrund Spielsucht vor anderthalb Jahren sperren liess.

Ich habe vor 10 Tagen das Casino per E-Mail darauf aufmerksam gemacht und eine Rückforderung verlangt, da die Wiedereröffnung klar gegen den Spielerschutz verstösst. Ich habe auch alle Nachweise angehängt, sowie darum geben dass mein Konto wieder gesperrt wird, zusätzlich habe ich Ihnen eine Frist von einer Woche gegeben um das Problem gemeinsam zu lösen, leider ohne Erfolg, bisher immer noch keine Antwort, ich habe mehrmals per Live-Chat nachgehakt, dort hiess sie werden sich schnellstmöglich darum kümmern, passiert ist aber nichts, vor 3 Tagen habe ich mich an meine VIP-Managerin gewendet, nach einer Woche dann also vor 3 Tagen wurde mein Konto endlich gesperrt, das zeigt auf das Greatwin der Spielerschutz komplett egal ist. Es kann nicht sein, dass nach so einer groben Verfehlung, das Konto weiterhin für eine Woche geöffnet bleibt und nur gesperrt wird weil der Kunde mehrmals nachfasst.

Dies verstößt eindeutig gegen die Vereinbarungen und die Prinzipien des verantwortungsvollen Spielens.

Ich bitte Casinoguru darum um Hilfe, mein Geld zurückzubekommen, ich hätte es nie verlieren dürfen, weil Greatwin mein Konto nach Selbstausschluss aufgrund Spielsucht nie hätte wiedereröffnen dürfen, vor allem nicht ohne meine Zustimmung.

Gerne kann ich alle Nachweise und Chatverläufe bereitstellen.

Ich bedanke mich im Voraus.

Dear Audi_RS5,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GreatWin Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share the evidence regarding your self-exclusion and confirmation from the casino?
• Send the evidence to my email at tomas@casino.guru or post screenshots here

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

Best regards,

Tomas

Hello Tomas

I just sent you requested proofs of self-exclusion back in 2023 due to gambling issue & Greatwin reopening my account without my consent.

Thanks a lot

Thank you very much, Audi_RS5, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Audi_RS5,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GreatWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GreatWin Casino,

Could you please provide detailed information regarding this case and clarify why the player's account was reopened, despite having been closed due to a gambling problem in July 2023?

Your cooperation in addressing this matter is greatly appreciated. I look forward to your response.

Best Regards,

Kubo

Hi Kubo

Thanks for taking care of my complaint. I have sent 2 reminders to Greatwin, but 0 response.

Else there are no news.

Dear All,

Thank you for contacting us.

Please know that your case is being reviewed by the relevant team, and you will be notified as soon as there is an update.

Best regards,

Greatwin Casino Team

Dear Audi_RS5,

We would kindly request to check our offer provided via email.

Thank you in advance.

Kind Regards,

Greatwin Casino Team

Dear Greatwin Casino Team and Casino Guru Team,

I have reviewed the offer of 1,300 CHF provided by Greatwin Casino. Given that I lost 14,526 CHF due to the breach of my self-exclusion, I find this offer to be completely insufficient.

I would also like to emphasize that I have been gambling-free since July 2023. However, due to the casino reopening my account without my consent in January 2025, I relapsed, resulting in significant financial and emotional harm. This breach has caused me serious distress, and I’m requesting a full refund of my losses, or at the very least, a very fair settlement that reflects the full extent of the damage caused by their failure to uphold my self-exclusion.

Furthermore, the Greatwin Casino has requested that I sign a waiver in exchange for this insufficient offer, which acknowledges their wrongdoing in reopening my account. This request only reinforces the fact that they are aware of their breach of my self-exclusion due to gambling addiction.

I trust that this matter will be resolved fairly with Casino Guru’s support, and I will keep you updated on any further developments.

Sincerely,

Marko

Dear Audi_RS5,

Thank you for providing the new information regarding this case. In your email to my colleague Tomas on February 28, you mentioned that you have proof of deposits that you can share.

I kindly ask you to send this evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hi Kubo, will forward you my email provided to Greatwin with the deposits

Dear Audi_RS5,

We would like to inform you that we are willing to resolve the current situation.

Therefore, we kindly ask you to check the details with our final offer that we have emailed you.

Thank you in advance.

Sincerely,

Greatwin Casino Team

Hi Kubo

Please check my e-mail. Thanks

Dear Audi_RS5,

Thank you for your messages. I will respond to your email as soon as possible. So far, I have reviewed the proof of deposits you provided.

Could you please clarify if you have withdrawn any winnings from the casino since February 8? If possible, kindly attach a screenshot of your withdrawal history here in a post or send it to my email.

Thank you.

Hi Kubo

I deposited 14,526 CHF & didnt have any withdrawals. 100% at loss.

Dear Audi_RS5,

Thank you for your clarification and emails. I have replied to you and am now awaiting your response.

Looking forward to hearing from you.

Hi Kubo

I have just answered you.

Dear Audi_RS5,

I appreciate your prompt response, so I am providing mine right away.

Dear GreatWin Casino,

It is evident that there has been a failure on the casino’s part in enforcing its self-exclusion policy in this case. Your website explicitly states a strong commitment to responsible gambling and acknowledges the potential social and financial harm that gambling problems can cause.

You claim that your platform makes reasonable efforts to prevent the opening of new accounts. However, in this instance, the player did not open a new account - his previously restricted account was reopened by the casino itself, without any action on his part. Furthermore, promotional materials were sent to the player, which, as you are aware, can have serious consequences for someone struggling with a gambling addiction. Unfortunately, this failure led to the player incurring significant financial losses. Whether this occurred due to a technical issue or human error, the result remains the same.

While I acknowledge and appreciate your recognition of this failure and your willingness to offer a refund, the current proposed amount - less than half of the total deposits - raises concerns. On one hand, it suggests an attempt to share responsibility with the player, and on the other, it implies a willingness to retain half of the funds lost by an individual whom you had previously assured protection from financial harm. This approach does not align with the principles of responsible gambling.

From our perspective, the player should receive a full refund of all deposits made during the period when the account should have remained closed under your self-exclusion policy.

I kindly ask you to reconsider your offer, as the player has deemed the current proposal unacceptable, and we fully support this stance.

Thank you for your understanding, and I look forward to your response.

Dear Audi_RS5,

We would like to inform you that we are willing to resolve the current situation.

Therefore, we kindly ask you to check the details with our offer that we have emailed you.

Thank you in advance.

Sincerely,

Greatwin Casino Team

Dear GreatWin Casino

I am very pleased that GreatWin wants to refund me the full amount, but the amount offered of 13,736 CHF is incorrect. I have checked all deposits (using screenshots of the deposits that both CasinoGuru and GreatWin have) and the total amount is 15,437 CHF. I have already sent GreatWin the corresponding list with date, amount and time. I will also send it to CasinoGuru so that everyone is on the same page.

Thank you again

Sehr geehrtes GreatWin Casino

Ich begrüsse es sehr dass GreatWin mir den vollen Betrag zurücketstatten möchte, jedoch ist der angebotene Betrag von 13'736 CHF nicht korrekt, ich habe alle Einzahlungen überprüft (anhand der Screenshots der Einzahlungen die sowohl CasinoGuru als auch GreatWin vorliegen) der gesamte Betrag beträgt 15'437 CHF, entsprechende Auflistung mit Datum, Betrag und Zeit habe ich GreatWin schon geschickt, ich werde es auch an CasinoGuru schicken, damit alle auf dem gleichen Stand sind.

Vielen Dank nochmal

Dear Jakub,

We would kindly request to check the reply provided via mail.

Thank you in advance.

Kind regards,

Greatwin Casino Team

Dear GreatWin Casino,

As there appears to be a discrepancy between the deposit amounts provided by the player from his cashier history and the data you’ve shared from your system, we need to determine the actual figures. It’s possible that some deposits may not have been successfully credited, despite appearing as such in the cashier history.

To clarify this matter, could you please provide a detailed log of all deposits made by the player since the account was reopened in January 2025? Kindly include the dates and times of each transaction and send the relevant file to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Dear Kubo,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Greatwin Casino Team

Dear Kubo

Kindly check my e-mail sent, unfortunately in my previous list I forgot to add 6 deposits which are proofed by the screenshots provided earlier. So the total amount was 16'726 CHF with 54 deposits in total. Apologies for my previous mistake.

Happy Easter.

Dear GreatWin Casino,

Thank you for providing the player's deposit history. However, there appears to be a discrepancy between the data you’ve shared and the records provided by the player. According to the screenshots from the player’s cashier history, a total of 54 deposits amounting to 16,726 CHF were made, which aligns with the player’s own calculations.

The following transactions, which appear as successful in the player’s deposit history, are not included in the file you’ve provided:

1. 500 CHF (2025-02-11 20:45)
2. 100 CHF (2025-02-13 01:48)
3. 300 CHF (2025-02-15 02:48)
4. 90 CHF (2025-02-15 04:44)
5. 2 000 CHF (2025-02-17 15:03)

Could you kindly recheck your internal system and clarify why these transactions are shown as successful on the player’s end but are missing from your report?

Thank you for your cooperation. I look forward to your response.

Dear CasinoGuru & GreatWin

I found the reason for the discrepancy, I checked the transcript in Telegram with my previous VIP Manager Valentina, the 2000 CHF from 17.02 13.03 were a cashback which was credited by GreatWin to me, her message telling me that she credited me 2000 CHF was exactly at 13.03, so I guess they are classified as deposits in the system, but actually its a cashback. There were weekly cashbacks, in my emails I also found the 500 CHF from 11.02 20.45, as well the 300 from 15.02 02.48. So Im sure the 100 & 90 are as well cashbacks.

So the mentioned amount by GreatWin of 13'736 CHF is correct! Hence I agree with Greatwins proposal, I hope we can finalize it soon.

Thanks

Dear Audi_RS5,

I hope this message finds you well.

Rest assured that your refund will be processed, and you will receive your payment at the earliest opportunity.

We appreciate your cooperation.

Kind regards,

Greatwin Casino Team

Dear Kubo & GreatWin

I just received the refund, hence the case is closed for me.

@GreatWin, Thank you for your understanding & quick support in finalizing the matter.

@Kubo

I cannot thank you enough, really appreciate your support on this journey, you are amazing. Wish you all the best.

Marko

Dear Audi_RS5,

Thank you for your kind words - I’m truly glad to hear that your issue has been successfully resolved! I’ve now marked your complaint as "resolved" in our system.

I appreciate your cooperation throughout the entire process. Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to support you.

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo