GreatWin Casino - プレイヤーが賞金を受け取れずにいます。

Withdrawal unprocessed for over a week – no response to support or email.

Hello,

I hereby file a complaint against the casino GreatWin.

I have requested a payout of 1,000 euros.

All documents have already been verified; I have already successfully received several payouts.

However, this payment has been stuck in "Processing" for over a week.

Problems:

The live chat only responds with text snippets such as "There is a delay" or "It has been forwarded to the finance department".

When asked about the exact status of the payout, the answer was:

"We have no access to it."

This is highly unusual, because normally the status is visible (pending, approved, processing, etc.).

I contacted support multiple times – no solution.

The website even displayed a 500 Internal Server Error at one point, which further unsettled me.

In response to my formal email to [email protected] I received no feedback whatsoever.

I simply want a clear answer and the payment I am entitled to.

The amount is neither particularly high nor unusual.

Please provide support so that the casino can finally process this payout.

Thank you!

Auszahlung seit über einer Woche unbearbeitet – keine Reaktion auf Support oder E-Mail

Hallo,

ich möchte hiermit eine Beschwerde gegen das Casino GreatWin einreichen.

Ich habe eine Auszahlung in Höhe von 1.000 Euro beantragt.

Alle Dokumente wurden bereits früher verifiziert; ich habe schon mehrere Auszahlungen erfolgreich erhalten.

Doch seit über einer Woche hängt diese Auszahlung in „Processing" / „Bearbeitung".

Probleme:

Der Live-Chat antwortet nur mit Textbausteinen wie „Es gibt eine Verzögerung" oder „Es ist an die Finanzabteilung weitergeleitet".

Auf die Frage nach dem genauen Status der Auszahlung hieß es:

„Wir haben keinen Zugriff darauf."

Das ist höchst ungewöhnlich, denn normalerweise ist der Status sichtbar (pending, approved, processing etc.).

Ich habe den Support mehrfach kontaktiert – keine Lösung.

Die Webseite zeigte zwischendurch sogar einen 500 Internal Server Error, was mich zusätzlich verunsichert.

Auf meine formelle E-Mail an [email protected] habe ich keinerlei Rückmeldung erhalten.

Ich möchte einfach nur eine klare Antwort und meine Auszahlung, die mir zusteht.

Der Betrag ist weder besonders hoch noch ungewöhnlich.

Bitte um Unterstützung, damit das Casino diese Auszahlung endlich bearbeitet.

Vielen Dank!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jenny290890,

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 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

Dear Jenny290890,

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.