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Hello, I made a deposit 47euros and received the 1st deposit bonus , I played and won at the first 47euros (cash money) I saw at my account avaliable for withdrawal 470 euros because I won at my cash amount and bonus money 47, I canceled the bonus and made a withdrawal, then I made 2nd deposit 20euros and I received the 2nd deposit bonus, exactly the same thing happened, I won on my first 20 euros I saw avaliable for withdrawal 150 euros and I cancel in order to withdrawal, 3rd deposit i used cash and bonus funds and I had 0,01 bonus funds left and 620 with 2 withdrawals , I pass the verification, after 3 days they cancel my withdrawals and ask for selfie I say ok , I made my withdrawal again and then they told me I broke the rules regarding bonuses. They forward me a term that is clearly not saying what they told me , I also asked chat gpt and it said that it is not clear on this term and if I did not use any bonus funds at the bonus I should have been paid . Pls check and help

Dear andreaspagomenos,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with GreatSpin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please forward the term you are referring to?
• Have you finished the wagering requirements of this bonus as per casino rules?
  • 23.11. The wagering requirement at GreatSpin (unless otherwise specified) is 35 times the initial amount of the deposit and bonus received before funds can be withdrawn. The wagering requirement of winnings from non-deposit free spins and non-deposit bonuses is 40 times. For Sport Bonuses refer to each bonus specific T&C.
• Are you aware of the bonus cancelation policy in this casino?
  • 23.6. A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at support@greatspin12356.com. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

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,

Katarina

Thank you for your response.

However, I would like to raise a concern regarding the clarity of your system and bonus terms. At the time of my withdrawal attempt, the amount was clearly displayed under the "Available for Withdrawal" section and was marked as Cash, distinctly separated from the Bonus Balance. This presentation strongly indicated that the funds were not subject to wagering requirements and were indeed withdrawable.

Additionally, I would like to highlight that in my initial request, there was no mention whatsoever of any bonus restrictions or risk of forfeiture. When I contacted your Live Chat, I was simply informed that an extra verification step was required. I immediately responded that I would submit the requested documentation as soon as possible. Strangely, only two hours later, the funds had disappeared from my account without any warning or explanation.

Moreover, regarding your Bonus Cancelation Policy (Section 23.6), I must emphasize that it does not clearly state that canceling an active bonus would result in the loss of real cash winnings generated from deposited funds. The text refers only to the Bonus Balance and "winnings accumulated during the bonus period," which can easily be interpreted as referring strictly to bonus-derived gains.

Given these points—the misleading display of withdrawable funds, the lack of transparency in initial communication, and the ambiguous language of your Terms.

I believe this situation is deeply unfair and deserves further review. I kindly request a thorough investigation and reconsideration of the decision to void my funds, which, based on all presented information, appeared to be valid and legitimately withdrawable.

Thank you for your attention to this matter.

I look forward to your response.

Dear andreaspagomenos,

thank you for your message and information provided.

In order to shed more light to the situation, could you please answer the following questions?

• Have you been communicating the bonus terms and conditions with the casino representative, please?
• Have you had any further communication with the casino concerning this issue? Could you please share it with me here in the thread or via email katarina.d@casino.guru
• Do you have any screenshots that illustrate the funds reflected under the "Available for Withdrawal" status?

Looking forward to your reply,

Katarina

Hello,

I have already contacted the support team multiple times regarding my withdrawal.

The first time, everything went smoothly concerning the verification process.

The second time, when my withdrawal was canceled, I was informed that one additional document was needed for verification. I fully cooperated and informed them I will sent ASAP.

However, the third time i spoke to them was when my withdrawal was canceled once more, and this time I was told it was due to bonus-related terms. I explained that I had used my deposited funds, not bonus money, and the amount I withdrew was showing as available for withdrawal in my account — something that can be confirmed through their system. I also mentioned that during the first cancellation, the reason given was only the need for one more document, and there was no mention of any bonus-related issue at that time.

I was then referred to a specific term regarding wagering requirements the same one you forwarded above. I tried to explain that this term is not clearly worded. Even though I had won using real money, and the system allowed me to request a withdrawal — as the funds were clearly in the "cash" section and the bonus amount was shown separately — I was later told that I still had to complete the wagering requirements. This was confusing to me, as I had not used the bonus at all, it remained untouched in my account.

The balance was for example

Cash 420$

Bonus amount 50$ (untouched/unused)

This is my main concern: if the funds were restricted by bonus terms, why did the system allow me to proceed with the withdrawal? If I was not eligible to withdraw, the system should have prevented the request in the first place Or at least inform me what is about to happened if you cancel the bonus.

If needed, I can provide the full chat history, or they may review it internally if you can persuade to check this matter.

I kindly ask for a thorough review of this issue, as I believe there has been a misunderstanding in the interpretation or application of the bonus terms and it is kind of misleading.

I have this photo that the requests appears.

Thank you for your time and support.

Dear andreaspagomenos,

thank you for your message and information provided.

• Have you retained any records of your communications with the casino representatives, such as saved transcripts or screenshots?
• Could you please provide any email correspondence with the casino regarding this issue?

Please send all relevant communications you have archived to katarina.d@casino.guru.

Looking forward to your reply.

Katarina

I do not have chats history but I am sure they do.

I only have these emails

Dear andreaspagomenos,

thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

Unfortunately the emails you have shared are very blurry and therefore unreadable. Could you please forward those emails to katarina.d@casino.guru?

Looking forward to your reply.

Katarina

Done, check your emails .

Dear andreaspagomenos,

thank you for your email.

• To ensure clarity regarding this matter, could you please confirm whether you have received any winnings derived from the aforementioned bonuses (€470 and €150)?
• When you started your gaming with the real money, have you seen any wagering progress on the screen, please?
• Could you please request a gaming history (in Excel format) from casino and forward it to me? My email is katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Hello, no to both 2 questions, when I canceled only the bonus money left then I played some more and request the first withdrawal, all good , verification and communication.. then canceled my w/d i asked why, they asked a selfie I'd I said okay, request my withdrawal all together 620, after 2-3 hours it was canceled and my funds deducted to 50euros that I have left there since.

I will ask for the document but I don't think they send anything to me they will just delay delay delay.

Dear andreaspagomenos,

thank you for your message and email.

Have you received your gaming history from casino, please?

Looking forward to your reply,

Katarina

Dear andreaspagomenos,

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.

I have send you at your email the request, they said it might take a month or more to respond to chat and casino history .

I have already forwarded you my chat of asking those docs.

Thank you very much, andreaspagomenos, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you andreaspagomenos for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GreatSpin Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I was in contact with the casino representative, but they haven't gotten back to me with any new updates about your case. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of GreatSpin Casino. We received the following message:

Hello andreaspagomenos,

We want to acknowledge that it's unfortunate you've been left with such feelings about the situation, but I hope that after providing you with more information about the case, you'll understand exactly what happened.

When making your first deposit, you claimed your first deposit bonus as you mentioned and started playing. You then received winnings, and at that point, you had wagered 861.60 EUR. out of the required 3,290.00 EUR., which means you haven't fully wagered the bonus according to the terms and conditions. Please remember that both the bonus amount and the deposit amount are considered for the wagering requirement, so they are both 'locked' until the bonus is fully wagered. Canceling the bonus before meeting the wagering requirements means the bonus amount and all winnings earned during this period will be forfeited, as stated in the terms and conditions: "By cancelling the bonus, the whole amount in the Casino Bonus balance and all winnings accumulated during the bonus period will also be voided."

The situation with your next deposit and bonus is similar. With your second bonus, you've wagered 52.70 EUR. out of the 1,225.00 EUR. required. Again, canceling the bonus means your winnings should be voided.

For your third deposit and bonus, you've wagered 276,80 EUR. out of the 362,50 EUR. required. Once you've requested a withdrawal of 620,00 EUR, additional KYC verification was needed, as outlined in our Terms and Conditions under the KYC section.

While our team informed you about the required documents, they reviewed your gameplay and found that you hadn't met your wagering requirements with the bonuses. Therefore, they voided the winnings, leaving only the deposit amount in your account, as this aligns with the clarification of the wagering requirements in the bonus terms.

Please keep in mind that at the moment of voiding your winnings, our team has informed you about the procedure and why that amount has been taken out of your wallet.

We hope this explanation helps you better understand how the bonus functionality works. Please keep in mind that we aim to provide a safe environment where our clients can enjoy themselves!

Kind regards,

GreatSpin Team

Dear andreaspagomenos,

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.

My complain is that my funds appeard as Cash not bonus and after I canceled the bonus I could and made a withdrawal, the system let me as it should be cause I did not use any bonus funds, additionally at your terms it is not stated clearly all that you are claiming. You canceld my withdrawal 2 times that shows that at first there was no problem but only kyc then you found other reason.

In result you Misled me to made 2 extra deposits cause I could and made the withdrawals and thought that I will get the money I won.

Pls read above comments to fully understand my complain.

Hello andreaspagomenos,

Thank you for your response!

I would like to inform you that, based on the previous explanation of your case, you should already know that when playing with an active bonus, the most important demand is to meet the wagering requirement first. Only then will you be able to withdraw everything in your balance.

You had an active bonus, played, and won an amount, but at that time, the wagering requirement hadn't been met. When trying to submit a withdrawal, the system prompted you with a message stating that you have an active bonus and asking if you want to cancel it in order to submit a withdrawal. You clicked 'yes'. Based on this message and the Terms and Conditions of the bonus, which state that if you have winnings while playing with a bonus and cancel it, all of the winnings will be deducted, as has happened here.

Please keep in mind that this is a standard term applicable to all our players, and it is everyone's own responsibility to be informed of the bonus terms and conditions before using a bonus.

We would be happy to assist you further with anything related to our Casino. If you have any other questions, please do not hesitate to contact our support team.

Kind regards,

GreatSpin Team

Thank you for the update GreatSpin Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter, I have forwarded you the transaction history they just sent me to your email, you can see the bonus rel and the funds apeard as Cash, I think.

Hello Peter,

We would like to inform you that the requested information has been sent from us on 12.08, and we will be happy to assist you with anything else!

Kind regards,

GreatSpin Team

Thank you for providing me with the information GreatSpin Casino representative. While this may be an unconventional approach compared to industry standards—where real funds are typically available for withdrawal—you have acted in accordance with your outlined terms and conditions.

Dear andreaspagomenos, while I understand your frustration, the casino has acted according to the terms and conditions. When in doubt about how funds are displayed, it is always a good idea to first check with the customer support to clear up any rules or conditions. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter