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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 support@greatwin.com 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 support@greatwin.com 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

Quick update: The payment from November 27th has now been successfully transferred.

The payment from November 29th (€500) is still unprocessed.

I ask for your support so that this too can be processed promptly.

Kurzes Update: Die Auszahlung vom 27.11. wurde inzwischen erfolgreich überwiesen.

Die Auszahlung vom 29.11. (500 €) ist aber weiterhin unbearbeitet.

Ich bitte um Ihre Unterstützung, damit auch diese zeitnah bearbeitet wird.

Update:

GreatWin did not complete my withdrawal from November 29th, but instead credited it back to my player account without comment.

I had to request the payout again, which artificially reset the entire processing process.

This seems like a delaying tactic. I urgently request your assistance, as I cannot wait another 11 days.

Update:

GreatWin hat meine Auszahlung vom 29.11. nicht abgeschlossen, sondern kommentarlos wieder zurück auf mein Spielerkonto gebucht.

Ich musste die Auszahlung erneut beantragen, wodurch der komplette Bearbeitungsprozess künstlich zurückgesetzt wurde.

Das wirkt wie eine Verzögerungstaktik. Ich bitte um dringende Unterstützung, da ich nicht noch einmal 11 Tage warten kann.

Update: Even after the second withdrawal attempt (December 10th), the status hasn't changed. An expedited withdrawal was promised in the live chat, but there's been no visible progress for over 24 hours. I need assistance, as the withdrawal seems to be stuck again.

Update: Auch nach der erneuten Auszahlung (10.12.) wurde der Status nicht weiterbearbeitet. Es wurde im Live-Chat eine beschleunigte Auszahlung versprochen, aber es ist seit über 24 Stunden keinerlei Fortschritt sichtbar. Ich benötige bitte Unterstützung, da die Auszahlung wieder festzustecken scheint.

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.

Hello,

Thank you for your message.

The payment scheduled for November 29th was NOT processed.

Instead, after 11 days it was simply credited back to my player account without explanation.

I then had to request the payout again – and since then nothing has happened.

The status has remained unchanged at "In Process" for days.

The live support only gives standard answers and supposedly can't do anything.

So, to this day, I have NOT received my money.

Thank you for your support.

Hallo,

vielen Dank für Ihre Nachricht.

Die Auszahlung vom 29.11. wurde NICHT durchgeführt.

Stattdessen wurde sie nach 11 Tagen einfach wieder auf mein Spielerkonto zurückgebucht, ohne Erklärung.

Ich musste die Auszahlung daraufhin erneut beantragen – und seitdem passiert wieder Nichts.

Der Status steht unverändert seit Tagen bei „In Bearbeitung".

Der Live-Support gibt nur Standardantworten und kann angeblich nichts tun.

Ich habe mein Geld also bis heute NICHT erhalten.

Vielen Dank für Ihre Unterstützung.

Dear Jenny290890,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear Jenny290890,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from GreatWin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear GreatWin Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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

Dear Jenny290890,

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,

Samuel