GreatWin Casino - プレイヤーのアカウントは彼の意志に反して再開されました。

Dear Casinoguru team

I was a customer of Greatwin for a long time, but then had myself blocked in July 2023 due to gambling addiction. I have the confirmation email from the casino from 2023, as well as confirmation that this was due to my gambling addiction. At the end of January 2025, I was informed by Greatwin that my account had been unlocked and that a bonus was waiting for me. This was done unilaterally by Greatwin, I did not ask for it to be reopened. Unfortunately, I then relapsed and played at Greatwin. In about 3 weeks I lost 14,526 CHF, I also have proof of the deposits. This clearly violates player protection, especially because I had myself blocked due to gambling addiction a year and a half ago.

I alerted the casino to this 10 days ago by email and demanded a refund, as reopening it was a clear violation of player protection. I attached all evidence and asked for my account to be blocked again. I also gave them a week to resolve the problem together, but unfortunately to no avail. I have still not received a response. I have followed up several times via live chat and they said they would look into it as soon as possible, but nothing has happened. 3 days ago I contacted my VIP manager, and after a week, so 3 days ago, my account was finally blocked, which shows that Greatwin doesn't care at all about player protection. It cannot be that after such a serious transgression, the account remains open for a week and is only blocked because the customer follows up several times.

This clearly violates the agreements and principles of responsible gaming.

I am asking Casinoguru for help in getting my money back, I should never have lost it because Greatwin should never have reopened my account after I self-excluded due to gambling addiction, especially not without my consent.

I am happy to provide all evidence and chat histories.

Thank you in advance.

Liebes Casinoguru-Team

Ich war länger Kunde bei Greatwin, habe mich dann aber im Juli 2023 aufgrund Spielsucht sperren lassen, ich habe die Bestätigungsemail vom Casino von 2023, sowie Rückbestätigung dass dies aufgrund meiner Spielsucht erfolgte. Ende Januar 2025 wurde ich von Greatwin darüber informiert, dass mein Konto entsperrt wurde und ein Bonus auf mich wartet, dies geschah einseitig durch Greatwin, ich habe um keine Wiedereröffnung verlangt. Ich bin dann leider rückfällig geworden und habe bei Greatwin gespielt in ca. 3 Wochen habe ich 14'526 CHF verspielt, ich habe ebenfalls die Nachweise der Einzahlungen. Dies verstösst deutlich gegen den Spielerschutz, insbesondere weil ich mich aufgrund Spielsucht vor anderthalb Jahren sperren liess.

Ich habe vor 10 Tagen das Casino per E-Mail darauf aufmerksam gemacht und eine Rückforderung verlangt, da die Wiedereröffnung klar gegen den Spielerschutz verstösst. Ich habe auch alle Nachweise angehängt, sowie darum geben dass mein Konto wieder gesperrt wird, zusätzlich habe ich Ihnen eine Frist von einer Woche gegeben um das Problem gemeinsam zu lösen, leider ohne Erfolg, bisher immer noch keine Antwort, ich habe mehrmals per Live-Chat nachgehakt, dort hiess sie werden sich schnellstmöglich darum kümmern, passiert ist aber nichts, vor 3 Tagen habe ich mich an meine VIP-Managerin gewendet, nach einer Woche dann also vor 3 Tagen wurde mein Konto endlich gesperrt, das zeigt auf das Greatwin der Spielerschutz komplett egal ist. Es kann nicht sein, dass nach so einer groben Verfehlung, das Konto weiterhin für eine Woche geöffnet bleibt und nur gesperrt wird weil der Kunde mehrmals nachfasst.

Dies verstößt eindeutig gegen die Vereinbarungen und die Prinzipien des verantwortungsvollen Spielens.

Ich bitte Casinoguru darum um Hilfe, mein Geld zurückzubekommen, ich hätte es nie verlieren dürfen, weil Greatwin mein Konto nach Selbstausschluss aufgrund Spielsucht nie hätte wiedereröffnen dürfen, vor allem nicht ohne meine Zustimmung.

Gerne kann ich alle Nachweise und Chatverläufe bereitstellen.

Ich bedanke mich im Voraus.

Dear Audi_RS5,

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

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

• Could you please share the evidence regarding your self-exclusion and confirmation from the casino?
• Send the evidence to my email at tomas@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.

Best regards,

Tomas

Hello Tomas

I just sent you requested proofs of self-exclusion back in 2023 due to gambling issue & Greatwin reopening my account without my consent.

Thanks a lot

Thank you very much, Audi_RS5, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Audi_RS5,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the GreatWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear GreatWin Casino,

Could you please provide detailed information regarding this case and clarify why the player's account was reopened, despite having been closed due to a gambling problem in July 2023?

Your cooperation in addressing this matter is greatly appreciated. I look forward to your response.

Best Regards,

Kubo

Hi Kubo

Thanks for taking care of my complaint. I have sent 2 reminders to Greatwin, but 0 response.

Else there are no news.

Dear All,

Thank you for contacting us.

Please know that your case is being reviewed by the relevant team, and you will be notified as soon as there is an update.

Best regards,

Greatwin Casino Team

Dear Audi_RS5,

We would kindly request to check our offer provided via email.

Thank you in advance.

Kind Regards,

Greatwin Casino Team

Dear Greatwin Casino Team and Casino Guru Team,

I have reviewed the offer of 1,300 CHF provided by Greatwin Casino. Given that I lost 14,526 CHF due to the breach of my self-exclusion, I find this offer to be completely insufficient.

I would also like to emphasize that I have been gambling-free since July 2023. However, due to the casino reopening my account without my consent in January 2025, I relapsed, resulting in significant financial and emotional harm. This breach has caused me serious distress, and I’m requesting a full refund of my losses, or at the very least, a very fair settlement that reflects the full extent of the damage caused by their failure to uphold my self-exclusion.

Furthermore, the Greatwin Casino has requested that I sign a waiver in exchange for this insufficient offer, which acknowledges their wrongdoing in reopening my account. This request only reinforces the fact that they are aware of their breach of my self-exclusion due to gambling addiction.

I trust that this matter will be resolved fairly with Casino Guru’s support, and I will keep you updated on any further developments.

Sincerely,

Marko

Dear Audi_RS5,

Thank you for providing the new information regarding this case. In your email to my colleague Tomas on February 28, you mentioned that you have proof of deposits that you can share.

I kindly ask you to send this evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Hi Kubo, will forward you my email provided to Greatwin with the deposits

Dear Audi_RS5,

We would like to inform you that we are willing to resolve the current situation.

Therefore, we kindly ask you to check the details with our final offer that we have emailed you.

Thank you in advance.

Sincerely,

Greatwin Casino Team

Hi Kubo

Please check my e-mail. Thanks

Dear Audi_RS5,

Thank you for your messages. I will respond to your email as soon as possible. So far, I have reviewed the proof of deposits you provided.

Could you please clarify if you have withdrawn any winnings from the casino since February 8? If possible, kindly attach a screenshot of your withdrawal history here in a post or send it to my email.

Thank you.