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Complaint against GreatWin Casino – Withdrawal delayed beyond stated processing time

I am submitting this complaint regarding GreatWin Casino and the significant delay in processing my withdrawals.

I requested my withdrawals on 24 August 2026. According to GreatWin's own terms and conditions, withdrawals are supposed to be processed within 3 working days from the submission of the withdrawal request, subject to any necessary checks.

That deadline has now passed, yet my withdrawals have still not been processed and I have not received my funds.

I have repeatedly contacted GreatWin through their Live Chat and asked them to provide a clear explanation for the delay and, most importantly, a specific date by which my money will be paid.

Unfortunately, I have received only generic responses stating that my request is being handled by the relevant/financial department. When I explicitly asked to have the matter escalated to someone competent who could provide a concrete answer, the support team was still unable to tell me:

why my withdrawals have not been processed within the timeframe stated in their terms;

whether there is any specific issue preventing the withdrawals;

when exactly my money will be paid.

I also contacted GreatWin's support by email and requested an explanation. I have not received a response to that email either.

I understand that casinos may need to perform verification or security checks in certain circumstances. However, in my case, GreatWin has not provided me with any specific reason for the delay. Instead, I am repeatedly being told to wait without being given any meaningful information or a concrete payment date.

I am attaching screenshots showing:

the withdrawals I requested and their dates;

my conversations with GreatWin Live Chat;

my requests for a specific explanation and payment date;

the responses I received from GreatWin;

my email communication with their support.

My main concern is that GreatWin is currently withholding my funds beyond the withdrawal processing period stated in its own terms, while failing to provide a clear explanation or a concrete timeframe for payment.

I would therefore appreciate Casino Guru's assistance in contacting GreatWin and finding out:

Why my withdrawals have not been processed within the stated 3-working-day timeframe.

Whether there is any legitimate reason for the delay.

When exactly GreatWin intends to process and pay my withdrawals.

Whether GreatWin is entitled to keep my funds pending indefinitely while providing only generic responses.

I am not looking for preferential treatment. I simply want GreatWin to follow its own stated withdrawal terms and provide me with a clear explanation regarding my money.

Thank you for your assistance.

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Dear Petra123S,

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

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

Dear Petra123S,

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,

Jean