GreatWin Casino - La cuenta del jugador ha sido reabierta sin consentimiento.

GreatWin Casino reopened the account that had been permanently closed due to my gambling addiction without my request or consent. Therefore, I demand a refund of the losses incurred since the reopening, as GreatWin has clearly violated its own accountability policies.

Das GreatWin-Casino hat das aufgrund meiner Spielsucht dauerhaft geschlossene Konto ohne meine Aufforderung oder Einwilligung wiedereröffnet. Aus diesem Grund fordere ich die Rückerstattung der Verluste seit der Wiedereröffnung denn GreatWin hat ganz klar gegen eigene Verantwortungs-Richtlinien verstoßen.

Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru. Please forward the emails; screenshots are not required.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

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All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I forwarded the necessary emails. GreatWin has not yet responded to my refund request.

Die nötigen Mails habe ich weitergeleitet. GreatWin hat bis jetzt auf meine Anfrage bezüglich Rückerstattung nicht reagiert.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@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 sagnol80, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of GreatWin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with permanent self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

We would like to inform all parties that the investigation into this matter has been initiated.

We kindly ask for your patience until we can provide an update.

Best Regards,

Greatwin Team

Dear sagnol80,

Thank you for your patience while we worked on this matter.

We've sent you an e-mail concerning your case and our proposed resolution.

Please check your inbox and respond at your earliest convenience.

Best Regards,

Greatwin Casino Team

As I have not been included in the e-mail, dear sagnol80 please let me know the amount offered by the casino, and whether you are happy to accept it. Thank you.

Dear GreatWin Casino can you please confirm the following:

• the account has been marked as "gambling addict, never reopen" and closed permanently with no option for reopening
• all the marketing communication will cease
• the player will not be able to re-register using the same credentials

Thank you.

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

Dear sagnol80,

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,

Matej