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I have been waiting for my payment of 500 EUR for 11 days.

My KYC documents have been checked and verified.

For days now, support has only been sending me standard emails:

"in the finance department", "escalated", "as planned"

But there's no date for when I'll receive the money.

The terms and conditions state that payment will be made within 3 working days.

The deadline has been exceeded by 8 working days.

I have already filed a complaint with Curacao eGaming.

Please help me get my money back.

Attachments: Screenshots of emails + bank statement showing "pending" status

Greatwin Casino - https://greatwin677422.com

Ich warte seit 11 Tagen auf meine Auszahlung von 500 EUR.

Meine KYC Dokumente sind geprüft und bestätigt.

Der Support schickt mir seit Tagen nur Standard-Mails:

"in der Finanzabteilung", "escalated", "planmäßig" 

Aber kein Datum wann ich das Geld bekomme.

In den AGB steht Auszahlung in 3 Werktagen. 

Die Frist ist um 8 Werktage überschritten.

Ich habe bereits Beschwerde bei Curacao eGaming eingereicht.

Bitte helfen Sie mir mein Geld zu bekommen.

Anhänge: Screenshots von Mails + Kontoauszug mit "pending"

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 Cahpo,

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 Cahpo,

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.

No, the money hasn't arrived yet.

Greatwin suddenly wants to verify my account again.

I only have a Syrian passport.

Could you please check with Greatwin whether my Syrian passport is sufficient?

I live in [redacted]

I am waiting for your help.

Thank you

[redacted]

Hallo,

vielen Dank für Ihre Nachricht.

Nein, das Geld ist noch nicht angekommen.

Greatwin will mein Konto jetzt plötzlich nochmal verifizieren.

Ich habe nur einen syrischen Reisepass.

Können Sie bitte bei Greatwin nachfragen, ob mein syrischer Reisepass ausreicht?

Ich wohne in [redacted]

Ich warte auf Ihre Hilfe.

Vielen Dank

[redacted]

Casino: Greatwin

Username: [redacted]

Amount: 500 EUR

I deposited and lost around 4000 EUR at Greatwin without any verification problems.

On July 19, 2026, I requested my first withdrawal of €500. Transaction ID: 844483345.

After my withdrawal request, Greatwin asked me to re-verify my account.

I have submitted my valid Syrian passport and "certificate of substitute identity document function" from the Bochum immigration office, valid until 10.09.2026.

Greatwin refused: "Please upload a valid identification document issued by your country of residence. The document provided has expired."

I live in Bochum, Germany. My residence permit is being extended.

My balance is now €0.00 and the payout has not been processed.

Please help me get my 500 EUR back from Greatwin.

Casino: Greatwin

Benutzername: [redacted]

Betrag: 500 EUR

Ich habe rund 4000 EUR bei Greatwin eingezahlt und verloren, ohne dass es irgendwelche Verifizierungsprobleme gibt.

Am 19.07.2026 habe ich meine erste Auszahlung von 500 EUR beantragt. Transaktions-ID: 844483345.

Nach meiner Auszahlungsanfrage bat mich Greatwin, mein Konto erneut zu verifizieren.

Ich habe meinen gültigen syrischen Reisepass und "Bescheinigung über die Ersatzausweisfunktion" von der Ausländerbehörde Bochum gültig bis 10.09.2026 eingereicht.

Greatwin lehnte es ab: "Bitte laden Sie ein gültiges Ausweisdokument hoch, das vom Wohnsitzland ausgestellt wurde. Das bereitgestellte Dokument ist abgelaufen."

Ich lebe in Bochum, Deutschland. Meine Aufenthaltserlaubnis wird verlängert.

Mein Guthaben beträgt jetzt 0,00 EUR und die Auszahlung ist nicht bezahlt.

Bitte helfen Sie mir, meine 500 EUR von Greatwin zu bekommen.

Thank you very much for your reply, Cahpo. Please allow me to ask a few questions to better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• What was the result when you sent your Syrian passport?
• You mentioned that your resident permit is being extended. Could you please let me know when you will receive your new resident permit?
• Could you please post a screenshot of your verification page so we can review which documents have been verified and which are still pending?

Thank you in advance for your reply.

Dear Cahpo,

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.

Hello Casino Guru Team,

Thank you for your message.

Regarding your questions:

1. I achieved my winnings without an active bonus.

2. My Syrian passport is new and valid. I have already presented it to the casino.

3. My residence permit is currently being renewed. I've already paid the fee, but I don't yet have a date for when I'll receive the new card. I've been waiting for over a year.

4. Attached you will find a screenshot of my verification page at Greatwin.

Additionally, I have uploaded my valid Syrian passport and my current temporary residence permit (valid until [ENTER DATE HERE]) to Greatwin.

Greatwin refuses verification because I cannot present a residence permit.

Could you please ask Greatwin to temporarily accept my valid passport + fictitious residence permit until I receive my new residence card?

I will upload the new map as soon as I receive it.

Thank you for your support.

Best regards

[redacted]

Hallo Casino Guru Team,

vielen Dank für Ihre Nachricht.

Zu Ihren Fragen:

1. Ich habe meine Gewinne ohne aktiven Bonus erzielt.

2. Mein syrischer Reisepass ist neu und gültig. Ich habe ihn dem Casino bereits vorgelegt.

3. Meine Aufenthaltsgenehmigung wird gerade verlängert. Ich habe die Gebühr bereits bezahlt, aber ich habe noch kein Datum, wann ich die neue Karte bekomme. Ich warte seit über einem Jahr darauf.

4. Im Anhang finden Sie einen Screenshot meiner Verifizierungsseite bei Greatwin.

Zusätzlich habe ich bei Greatwin meinen gültigen syrischen Reisepass und meine aktuelle Fiktionsbescheinigung gültig bis [HIER DATUM EINTRAGEN] hochgeladen.

Greatwin lehnt die Verifizierung aber ab, weil ich keine Aufenthaltskarte vorlegen kann.

Könnten Sie Greatwin bitte bitten, meinen gültigen Reisepass + Fiktionsbescheinigung temporär zu akzeptieren, bis ich meine neue Aufenthaltskarte erhalte?

Ich werde die neue Karte sofort hochladen, sobald ich sie bekomme.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

[redacted]

Hello Casino Guru Team,

Update: Greatwin just wrote to me that no further documents are currently required.

My verification is currently being checked.

I'll keep you updated.

Thank you

[redacted]

Hallo Casino Guru Team,

Update: Greatwin hat mir gerade geschrieben dass aktuell keine weiteren Dokumente benötigt werden.

Meine Verifizierung wird gerade geprüft.

Ich halte Sie auf dem Laufenden.

Vielen Dank

[redacted]

Dear Cahpo,

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, Mirka, (miroslava.d@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,

Jean

Dear Cahpo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite GreatWin Casino representative to join this conversation.

Dear GreatWin Casino,

Could you please provide clarification regarding this case? Please also include evidence if needed.

Thank you in advance.

Dear All,

We are writing to provide an update regarding the account status and withdrawal request for the player in question.

Following a thorough review of the player's account activity, we can confirm that after the cancellation of the withdrawal, the player played through their active balance. As a result, there is no active balance remaining, and we are unable to process any withdrawal at this time.

Kind regards,

GreatWin Casino Team

Dear Cahpo,

Can you please confirm, if you have played through the balance?

Thank you.

Dear Cahpo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru