GreatWin Casino - Der Gewinn des Spielers wurde nicht gutgeschrieben.

Hello I played the Heart of earth xmas slot. Won €90 and it was not credited to my account

Hallo habe den Slot Heart of earth xmas gespielt. 90€ gewonnen und diese wurden meinem Konto nicht gutgeschrieben

Hello davidschcku,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Greatwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was the spin made with real money or bonus balance? Is the winnings spin visible in your betting history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

my account is not verified yet. The spin was made with real money. The win spin is not visible in my bet history. Last contact with support was yesterday. I told them everything again. Such as time, provider, slot name, stake + win amount. I'll address them again soon. Luckily it was only €90. Well, next time I'll at least take a screenshot if the winnings are a little higher. Unfortunately I have no proof and the 90€ don't hurt me 🙂 Will also close my account. For some reason they excluded me from all bonus programs. The only answer I get is" comes from the very top, the department, the support unfortunately can't do anything

Hallo Nick,

mein Konto ist noch nicht verifiziert. Der Spin wurde mit echtem Geld getätigt. Die Gewinndrehung ist nicht in meinem Wettverlauf zu sehen.Gestern war der letzte Kontakt zum Support. Habe denen nochmal alles geschildert. Wie Uhrzeit, Anbieter, Slotname, Einsatz + Gewinnhöhe. Werde die gleich auch nochmal drauf ansprechen. Zum Glück waren es nur 90€. Naja dass nächste Mal mach ich wenigstens einen Screenshot bei etwas höheren Gewinnen. Hab leider keinen Nachweis und die 90€ tun mir nicht weh🙂 Werde auch mein Konto schließen. Die haben mich aus irgendeinem Grund von sämtlichen Bonusprogrammen ausgeschlossen. Als Antwort bekomme ich nur" kommt von ganz Oben, das Departement, der Support kann leider nichts machen

Hello Nick,

Contacted support again today. Should wait 24 hours. I got the same answer yesterday

Hallo Nick,

heute erneut Kontakt mit dem Support aufgenommen. Soll 24 Std warten. Die gleiche Antwort bekam ich gestern schon

Today came the e-mail that no profit can be determined

Heute kam die E-Mail, das kein Gewinn ermittelt werden kann

Hello davidschcku,

In case the casino has no record of the winnings spin, not even logs - and you also do not have any proof showing the winning spin, our hands are basically tied. All I can do is to recommend to contact the game provider directly but if they determine that there was no such a spin, it will be most likely lost.

Unfortunately such technical issues may occur but in most cases it is caused by connection or browser issues and the casino can't be punished for it.

Is there anything else we can assist you with? If not, we will be forced to close the complaint.

Dear davidschcku,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.