GreatWin Casino - El jugador cree que el reintegro se ha retrasado.

Hello good morning, I have a problem with the withdrawal from the greatwin casino, it has been more than 9 business days to this day and they have not deposited me, I have contacted them through email, yes, they answer me immediately, and they tell me that due to a high volume of requests, that is why my withdrawal has been delayed, I have been sending them a good number of emails and they continue to answer the same thing and give me long delays until today, it has been nine business days and in the last email they told me that they were going to escalate my case to priority status, so that my withdrawal is completed as quickly as possible, it has been three business days since that response and I have not received a single confirmation, it is still in the status "under review", it should be noted that they have not asked me for verification and on the page it appears that it is not necessary and in the email, the only thing they tell me is that my account is in good terms, that my funds are safe and that I wait, but I do not know how much longer I have to wait it has been many days, I hope you can help me please, the truth if I urgently need my money back, just as I deposited it immediately, not in two weeks or more. I appreciate your attention in advance and send you my best regards.

Hola buen dia, tengo un problema con el retiro de el casino greatwin, van hasta el dia de hoy mas de 9 dias habiles y no me han depositado, me he puesto en contacto con ellos a traves del correo, eso sí, me contestan luego luego, y me dicen que debido a un alto volumen de solicitudes, por eso se ha atrasado mi retiro, ya les he estado mandando un buen de correos y me sigan contestando lo mismo y dando largas hasta fecha de hoy, ya van nueve días hábiles y en el último correo me dijeron que mi caso lo iban a escalar a estatus prioritario, para que mi retiro se complete lo más rápido posible, ya van tres días hábiles desde esa respuesta Y no he recibido ni una confirmación, aún sigue en el estatus "bajo revisión", cabe aclarar que no me han pedido verificación y en la página me aparece que no es necesaria y en el correo, lo único que me dicen es que mi cuenta esta en buenos términos, Que mis fondos están seguros y que espere, pero yo no sé cuánto tiempo más tengo que esperar ya van muchísimos días, espero que me puedan ayudar por favor, la verdad si me urge que me regresen mi dinero, asi como yo se los deposite al instante, no en dos semanas o mas, agradezco de antemano su atencion y les envio un cordial saludo

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, none of them remain in the same status and they haven't refunded me.

No ninguna sigue en el mismo estatus y no me han hecho el reintegro

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Hello good morning,

Answering your questions, this is the first withdrawal I've made, the withdrawal isn't even for winnings, I originally deposited €105 and I'm trying to withdraw €82 of what I was able to recover, I had almost lost more than half and so little by little what I recovered is what I want to withdraw, I wanted to stop playing and recover at least part of my money so I requested my withdrawal and to date I still haven't seen my withdrawal, I didn't use any bonus, here are the conversations, I appreciate your attention in advance

greetings

Hola buen dia,

respondiendo a sus preguntas, es el primer retiro que hago, el retiro ni siquiera son por ganancias, deposite originalmente €105 y estoy intentando retirar €82 de lo que pude recuperar, ya casi habia perdido mas de la mitad y asi poco a poco lo que recupere es lo que quiero retirar, quise dejar de seguir jugando y recuperar al menos una parte de mi dinero por lo que solicite mi retiro y hasta fecha dejar hoy sigo sin ver mi retiro, no use ningun bono, aqui le dejo las conversaciones, agradezco de antemano su atención

saludos

I sent this to them and they haven't answered me at this point. Before, they would answer me in a maximum of 1 hour.

Les envie esto y ya no me han contestado nada hasta este momento, antes me contestaban en máximo 1 hora

Dear player, could you please confirm whether your withdrawal is still pending at this moment?

Also, just to clarify, are you currently trying to withdraw only the €82, or have you requested additional withdrawals since then?

Hello Dominika, good morning,

If my withdrawal is still pending and remains in the same status, answering your other question, no, I have not requested any additional withdrawal to this one, which I have been waiting for since August 14.

Hola dominika buen dia,

Si mi retiro aun sigue pendiente y sigue en el mismo estatus, respondiendo a tu otra pregunta, no, no he solicitado ningún retiro adicional a este, que tengo en espera desde el 14 de Agosto

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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.

Hello Dominika, thank you very much and I really appreciate the attention provided to this complaint. I hope it can be resolved as soon as possible. Thank you!

Hola dominika, muchas gracias y te agradezco mucho la atención proporcionada para con esta queja, si espero que se pueda resolver lo mas pronto posible, gracias !!

Dear Darekmr,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite GreatWin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Martina, nice to meet you and thank you for your support with this complaint.

I look forward to hearing from the Greatwin Casino representative and hope we can resolve this as soon as possible.

Greetings

Hola Martina, mucho gusto y gracias por tu apoyo con esta queja

Quedo atento a la respuesta del representante de Greatwin casino y espero que podamos resolver esto lo mas pronto posible

Saludos

Dear Darekmr,

We apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are currently reviewing your request in more detail. Rest assured, we will keep you updated as soon as there is any progress.

Thank you for your understanding and patience.

Kind Regards,

GreatWin Casino team

Dear GreatWin Casino,

can you please make this your priority and let us know as soon as possible?

Thank you so much in advance

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darekmr,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina