GreatWin Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello.

I submitted two withdrawal requests — one for €500 on June 29th and another for €163 on June 30th. Both withdrawals were pending for 4–5 days.

However, suddenly I was no longer able to log into my account, and I received a message stating that the host had deactivated it.

I am very concerned about what will happen with the funds I requested and would appreciate your assistance in resolving this matter.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. In order to better understand your situation and assist you effectively, could you please provide us with more information by answering the following questions:

• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Has the casino specified if your balance will be paid out after your account was deactivated?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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 again.

I had not previously made any withdrawals from this particular casino. However, there was no requirement for account verification, as I had already completed the verification process and successfully made withdrawals at other casinos operated by the same group (Radibi N.V.).

During my gameplay, I was playing slot games, without any active bonus.

In a live chat with Greatwin support team, I was informed that the casino has ceased operations and, as a result, my account has also been closed. I was reassured that I should not worry about the pending withdrawals, even though the processing time has already exceeded the usual timeframe.

As I have never been excluded or faced any issues like this with any other casino in the past, I am genuinely concerned about the status of the two withdrawals, which I am attaching below.

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

Dear angeloszirdas,

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,

Veronika