GreatWin Casino - La cuenta del jugador no está autoexcluida y se permiten depósitos.

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Do I understand correctly that your account is still accessible?

Thank you very much in advance.

Best regards,

Kristina

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Stay safe.

Dear Kristina,

I'm writing to inform you that my casino account is still active, despite having sent several closure requests via email.

I have also forwarded copies of the self-exclusion request emails directly to your address, so you can provide proof of the communications sent.

I await your response and resolution to ensure the final closure of my account and the proper handling of my complaint.

Cara Kristina,

ti scrivo per informarti che il mio account presso il casinò risulta ancora attivo, nonostante abbia inoltrato diverse richieste di chiusura tramite e-mail.

Ho anche provveduto a inoltrare le copie delle e-mail di richiesta di autoesclusione direttamente al tuo indirizzo, così da fornirti prova delle comunicazioni inviate.

Resto in attesa di un tuo riscontro e di un intervento risolutivo al fine di garantire la chiusura definitiva del mio account e la corretta gestione del mio reclamo.

Hi Kristina, I'm forwarding you the other two emails sent on August 30th to greatwin regarding the closure of my account, via company email. I haven't received any support for my request here either.

My contact is still open after 10 days and allows me to deposit.

You must intervene to resolve this situation which is causing me enormous psychological and economic distress.

Ciao kristina , ti inoltro le altre due e-mail inviate il 30 agosto a greatwin per la chiusura del mio account , tramite e-mail aziendale . Dove non ho ricevuto neanche qui un supporto alla mia richiesta .

il mio contatto a distanza di 10 giorni è ancora aperto e mi permette di depositare .

dovete intervenire per risolvere questa situazione che mi sta creando enorme disagio psicologico e economico

Hi Kristina, as you can see, despite my constant reminders to close my account, GreatWin encourages me to continue gambling by encouraging me to deposit sums of money.

This situation is becoming distressing and unsafe for my well-being.

You have to do SOMETHING

Ciao kristina come puoi vedere nonostante i miei continui solleciti di chiusura account , greatwin mi sprona al continuo gioco d’azzardo incentivandomi a depositare somme di denaro .

questa situazione sta diventando angosciante e poco sicura per il mio benessere.

Dovete fare QUALCOSA

I have sent approximately 8 emails to the casino since August 21st, specifically requesting the immediate closure of my account due to gambling issues.

I contact chat support daily, but I don't receive any concrete support (I saved the conversation transcripts).

I also wrote from my institutional email, with 3 further formal requests, but I never received a response or assistance.

Meanwhile, the casino continues to send me bonuses and promotions that incentivize deposits, making my personal situation worse.

This condition is becoming unhealthy and is causing me serious discomfort, as the failure to comply with my self-exclusion requests prevents me from protecting myself and living peacefully.

I kindly ask you to take charge of my report and help me resolve this matter as soon as possible.

Thank you for your attention and support.

Ho inviato circa 8 email al casinò a partire dal 21 agosto, chiedendo espressamente la chiusura immediata del mio account per problemi di gioco.

Contatto quotidianamente l’assistenza in chat, ma non ricevo alcun tipo di supporto concreto (ho salvato le trascrizioni delle conversazioni).

Ho scritto anche dalla mia email istituzionale, con ulteriori 3 richieste formali, ma non ho mai ottenuto risposta né aiuto.

Nel frattempo, il casinò continua ad inviarmi bonus e promozioni che incentivano il deposito, aggravando la mia situazione personale.

Questa condizione sta diventando malsana e mi sta causando seri disagi, poiché il mancato rispetto delle mie richieste di autoesclusione mi impedisce di tutelarmi e di vivere con serenità.

Vi chiedo gentilmente di prendere in carico la mia segnalazione e aiutarmi a risolvere al più presto questa vicenda.

Grazie per l’attenzione e il supporto.

THEY KEEP SENDING ME BONUSES AND OFFERS TO ENCOURAGE ME TO DEPOSIT... THIS SITUATION IS CRIMINAL INJURY.

CONTINUANO A MANDARMI BONUS E OFFERTE PER INCENTIVARMI A DEPOSITARE... QUA LA SITUAZIONE E' DA DENUNCIA PENALE

Despite continued reminders via live chat to date and continued emails sent to date, the site continues to be open and has deposit bonus offers.

you have to do something and intervene urgently

Nonostante i continui solleciti via chat live fino ad oggi e le continue e-mail inviate sono ad oggi , il sito continua ad essere aperto e ho bonus d’offerta di deposito .

dovete fare qualcosa ed intervenire urgentemente

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Hi Kristina, my account is still open, I continue to receive bonuses via email despite my dozens and dozens of emails sent for self-exclusion from both email accounts: personal and company and also via chat.

I hope you do something because I can't believe I'm in this terrible and unprotected situation.

Ciao kristina, il mio account continua ad essere aperto , continuo ad avere bonus via email nonostante le mie decine e decine di email inviate per autoesclusione da entrambi gli account email : personale e aziendale e anche via chat .

Spero facciate qualcosa perché non posso credere che mi trovo in questa situazione così brutta e non tutelata sopratutto.

Hello,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Casino Guru team,

I would like to provide you with further relevant details regarding my complaint against GreatWin for failing to enforce my self-exclusion request.

On August 21, 2025 at 10:17 PM I sent a first email to support@greatwin.com

I urgently request the immediate closure of my account for serious reasons related to my gambling addiction. Despite the clarity of my communication, I never received a response.

To reinforce my claim, I continued to solicit support, sending a total of 21 emails on various dates, all addressed to the same official support address. Attached is a screenshot showing these communications being sent.

At the same time, I contacted support via live chat several times on the following dates: August 31, September 1, September 3, and September 5, as well as other occasions not documented by me but certainly recorded by the casino. In each of these conversations, the operators invited me to resend the request via email, assuring me that they would "encourage the relevant department" to take action. However, none of my emails ever received a concrete response.

I find this conduct grossly negligent and unacceptable: 21 ignored emails, multiple unsuccessful chats, while in the meantime I continued to receive promotional communications pushing me to deposit and play, despite having clearly explained my addiction problems.

It was only thanks to filing this complaint on Casino Guru that I noticed any movement from the casino, which further confirms that GreatWin deliberately ignored my requests until an external enforcement platform was involved.

For these reasons, I reiterate my request for a full refund of all deposits made starting from August 21, 2025, the date of my first formal self-exclusion request.

I sincerely thank you for your efforts and remain available for any further clarification or useful information. (I FORWARD ALL EMAILS SENT VIA BOTH THE REGISTERED ACCOUNT and the corporate account. I also forward you the transcribed chats with the various operators.)

Caro team di Casino Guru,

desidero fornirvi ulteriori dettagli rilevanti riguardo al mio reclamo contro GreatWin per la mancata applicazione della mia richiesta di autoesclusione.

In data 21 agosto 2025 alle ore 22:17 ho inviato una prima email a support@greatwin.com

 chiedendo con urgenza la chiusura immediata del mio account per gravi motivi legati alla dipendenza dal gioco. Nonostante la chiarezza della mia comunicazione, non ho mai ricevuto alcuna risposta.

Per rafforzare la mia richiesta, ho continuato a sollecitare il supporto inviando complessivamente 21 email in diverse date, tutte indirizzate allo stesso indirizzo ufficiale di supporto. In allegato troverete uno screenshot che testimonia l’invio di queste comunicazioni.

Parallelamente, ho più volte contattato l’assistenza tramite live chat nelle seguenti date: 31 agosto, 1 settembre, 3 settembre, 5 settembre, oltre ad altre occasioni non documentate da me ma certamente registrate dal casinò. In ciascuna di queste conversazioni gli operatori mi hanno invitato a reinviare la richiesta via email, assicurandomi che avrebbero "incentivato il dipartimento competente" a intervenire. Tuttavia, nessuna delle mie email ha mai ricevuto risposta concreta.

Trovo questa condotta gravemente negligente e inaccettabile: 21 email ignorate, più contatti in chat senza alcun esito, mentre nel frattempo continuavo a ricevere comunicazioni promozionali che mi spingevano a depositare e giocare, nonostante avessi esplicitato chiaramente i miei problemi di dipendenza.

È solo grazie all’apertura del presente reclamo su Casino Guru che ho notato un minimo di movimento da parte del casinò, circostanza che conferma ulteriormente come GreatWin abbia deliberatamente ignorato le mie richieste fino al coinvolgimento di una piattaforma esterna di tutela.

Per questi motivi, ribadisco la mia richiesta di rimborso integrale di tutti i depositi effettuati a partire dal 21 agosto 2025, data della mia prima richiesta formale di autoesclusione.

Vi ringrazio sinceramente per il vostro impegno e resto a disposizione per qualsiasi ulteriore chiarimento o prova utile. (VI INOLTRO TUTTE LE EMAIL INVIATE SIA TRAMITE L'ACCOUNT REGISTRATO sia con quello aziendale. E vi inoltro le chat trascritte con i diversi operatori

Dear all,

Thank you for bringing our attention to this matter.

We are terribly sorry to read about this accident and would like to extend our apologies to antoniosa709 for any inconvenience caused by it.

Our team will carefully examine the case and we will post a reply once there is more information. Your patience and understanding are much appreciated.

Kind regards,

GreatWin Casino

Dear GreatWin Casino,

Thank you for your initial response. I look forward to hearing from you, but I'd like to highlight a few key points:

1. Despite explicitly declaring my serious gambling problems, I was allowed to continue depositing until I reached the total amount of €1,560, further exacerbating my condition.
2. This behavior, in my opinion, represents a violation of the principles of responsible gaming and good practices for protecting vulnerable players, which should be a priority for any reputable operator.

• Therefore I reiterate my requests:

1. Full refund of the €1,560 amount deposited during the indicated period.
2. Immediate activation of my permanent self-exclusion from all casino services.
3. An internal review of the incident to ensure similar incidents do not occur with other vulnerable players.
4. I remain available to provide all supporting documentation (copies of emails sent and of missed responses)

Gentile Casinò GreatWin,

grazie per la vostra risposta iniziale. Resto in attesa di un riscontro concreto, ma desidero sottolineare alcuni punti fondamentali:

1. Nonostante la dichiarazione esplicita dei miei gravi problemi di gioco d’azzardo, mi è stato consentito di continuare a depositare fino a raggiungere la somma complessiva di € 1.560, aggravando ulteriormente la mia condizione.
2. Questo comportamento, a mio avviso, rappresenta una violazione dei principi di gioco responsabile e delle buone pratiche di tutela dei giocatori vulnerabili, che dovrebbero costituire una priorità per qualsiasi operatore serio.

• Pertanto ribadisco le mie richieste:

1. Rimborso integrale dell’importo di € 1.560 depositato nel periodo indicato.
2. Attivazione immediata della mia autoesclusione permanente da tutti i servizi del casinò.
3. Una revisione interna sull’accaduto, per garantire che simili episodi non si ripetano con altri giocatori vulnerabili.
4. Resto disponibile a fornire tutta la documentazione probatoria (copia delle e-mail inviate e dei mancati RISCONTRI )

ANY NEWS ON THE CASE? I'VE BEEN WAITING TOO LONG FOR THIS RIDICULOUS AND UNPLEASANT SITUATION.

NOVITA' SUL CASO? STO ATTENDENDO DA TROPPO TEMPO PER QUESTA SITUAZIONE RIDICOLA E SPIACEVOLE

Dear Antoniosa709,

Apologies for the long wait.

Our team will require a bit more time to carefully investigate the matter. Please bear with us a little longer while we gather all relevant information, so we can provide you with a satisfactory response.

We are grateful for your patience and understanding.

Kind regards,

GreatWin Casino

Dear all,

Thank you for allowing us the time to look into this matter.

We estimated that the net losses incurred by the complainant while the account remained open are 1215 EUR and will be refunding the full amount.

We kindly urge Antoniosa709 to review our latest email and share his bank account details in response, so we can proceed with the refund.

Your cooperation is much appreciated.

Kind regards,

GreatWin Casino

Thank you so much, I will send everything now

Grazie mille , invierò tutto ora

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

Dear antoniosa709,

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,

Jozef