Tema general sobre GreatWin Casino

I had a win of over €200 in free spins and it just wasn't credited to my balance.

I contacted the support but I had the feeling that nobody wanted to take care of it. I was put off and should just wait until it was clarified.

Ich habe in Freispielen ein Gewinn von über 200€ gehabt und es wurde einfach nicht meinen Saldo gutgeschrieben.

ich habe mich an den Support gewandt aber ich hatte das Gefühl dass sich keiner drum kümmern wollte. Ich wurde vertröstet und soll einfach warten bis es geklärt wurde.

I'm wondering, have you played more spins after that happened or not? If you stopped playing, then the problematic game round could be found very easily by the casino.

Then the usually process is that they send the game round including exact time and date to the game provider and the game provider must do the investigation. It sometimes takes weeks until the casino receives a result from the game provider.

I did about 4 spins before I noticed it.

however, it has to be said that my free spins round or my win is not even displayed in the course of the game, which makes everything even more difficult I guess.

Well it's almost 1 week now..

Ich habe ca 4 spins gemacht bis es mir aufgefallen ist.

allerdings muss man dazu sagen dass im Spielverlauf nichtmals meine Freispielrunde angezeigt wird bzw. mein Gewinn, was alles noch schwieriger macht schätz ich.

naja jetzt ist fast 1 Woche rum..

Hello,

can you find the win in your gaming history, please? It would help a lot I'd say.

No that's the problem. Neither that I had free spins nor the profit can be seen in the course. I also got the email today that they couldn't post a missing profit. I'm just mad and shocked

Nein das ist das Problem. Weder das ich freispiele hatte noch der Gewinn ist im Verlauf zu sehen. Habe heute auch die email bekommen dass die kein fehlenden Gewinn Gestellen konnten. Ich bin einfach nur sauer und geschockt

Well, there is a rule, not sure whether the Greatwin Casino applies it as well, but it's pretty common. This rule says that in case of any glitches or bugs appear during the gameplay session, the casino will not pay the winnings. Not saying this is exactly our situation, it just comes to my mind.

Would you be so kind and share the reply you got, please? Preferably in English, or just copy and paste it to the post so it can be auto-translated.

I would like to see the casino's reaction.

Thank you.

I received a Sports Bonus of €80 from Greatwin and the rules of the Bonus were 6 x €80 which in my mathematical brain works out at €480. I started winning using the bonus and in total I placed 16 bets totalling nearly €1,400. The money I won after I adhere to their rules would never convert into real money. The Support area won't respond to any emails I send which is a disgrace. I have used quite a number of sites over the years and this has to be the worst by a million miles. The server is always breaking down and everytime to try to withdraw money there is a problem. If anyone knows how to contact the regulator I would appreciate the information. Believe me I'm not a disgruntled individual but I would tell all the people who have an account with this company to stay away because I promise you they won't make your experience s happy one. " You've been Warned"

Hello there,

do I understand correctly that the maximum cashout was 6x deposit, please? We do not offer this bonus so have to ask you about the conditions.

I also get the feeling that you bet on sports, or am I mistaken? My point is that it could be worth a complaint, sadly we do not deal with sports betting, so I do not want to waste your time by suggesting the complaint if it is not about casino games.

Here is the license:

Visit the website and look for the validator, which can be found here in the footer:

- just click the Antillephone N.V. logo (the second from the left side)

In the end, you should see that the license is valid and if you scroll down to the bottom, you'll find that the contact email is: certria@gaminglicences.com

I appreciate the reply.

No problem at all.

So it is a sports betting-related issue, isn't t? 😔

Sorry I forgot to say it was a Sports issue. Thanks fir your prompt replies as they are most grateful. Greatwin will not respond no matter how many times I send an email. Thanks anyway!!

Hello Paul98122,

I was hoping we could help so I was afraid it was not about casino games 🙁.

Are you going to escalate the problem to the licensing authority? Honestly, I would not put too many hopes in that.

Hi Radka. Your probably right seeing the regulator is in Curacao. It's just not right that they can get away with it and no comeback on them. I hope the Casino customers don't have the problems I'm having.

It's unfair, I know but it happens.

Let's give it one more shot, I say:

certria@gaminglicences.com

I had self excluded myself from Powbet a few months back. I created a new account with Greatwin who are I believe sister websites under the same license.

I am just wondering have I a case to take up with Greatwin in regards to been able to set up an account when I have self excluded from their sister site? Can I raise a request for return of deposits?

Hello,

I'd say, that the sister casino may not be informed that you are excluded elsewhere. Sadly there is no way how to self-exclude from every casino at the moment.

Furthermore, until your account is verified the casino does not truly know that it's you, so it can't check whether you are or not self-excluded. You can ask the casino to verify you before making a deposit, I believe this is a good solution.

What do you think about that?

Once they verify me and find that I am self excluded on their sister casino. Can I look to raise a complaint to get a refund of deposits for the sister casino in which I signed up to?

I would have thought it is the casinos responsibility to ensure the customer does not sign up to any sister websites due to self excluding as a pg? The details I have provided are the exact same as I provided to their sister site? So how can't it be detected like other websites can ?

The problem is that there is no central register where every casino can flag self-excluded players, so other casinos, even the sister casinos can check whether the player has previously self-excluded himself or not.

Some casinos owned or run by the same group can share some details within the group, but in case of safety, I would not take that as a standard.

Did you know that we're working on such a tool? Learn more here, please.

Allow me to quote here:

"Finally, players should not simply rely on responsible gambling options, blocking tools, internet filters or other options described in this article to help them with their battle against gambling addiction. These can be useful for many players, but will not be sufficient to help in serious cases, as these tools are not 100% effective, and every single one of them can be bypassed in one way or another. If you really want to stop gambling once and for all, learn more about  How to Treat and Overcome Problem Gambling."

Have you already played with your deposit, please?

Yes I have played thousands