I got a free bonus of 50 CHF and then I started to play with it in Roulette and I made some good money. Then I′′ve checked that rollover was not done yet and asked what would I have to do. Then I played in slot machines to make the rollover and finally was done and I′ve asked for a withdrawal.

Today I login and I was very surprised to see that my withdrawal was cancelled as well as all the money that I had. They point out to some Terms and Conditions 26.8.1. from their general terms and conditions that don′t say anything.

I would like to have my money back as I worked hard and lost time playing to try to win something only to realize that they want to scam my winnings.

So please help me to get the money that I fairly won back.

Attached some print screens of the chats with customers support and rejected withdrawal.

Thank you!

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GrandWin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when you claimed the bonus in question?
• Could you please share a link or a screenshot of the bonus you accepted and played?
• What games did you play to accumulate your current balance in the casino? (Which slot games, and which live games?)

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

I′ve claimed the bonus on the 26.05.2025 (attached picture).

I played live Roulette and one slot machine game (i don′t remember the name). Attached pictures.

Thank you very much, sebasta, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 sebasta for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

Dear Peter,

We'd like to advise that the player's request was once again reviewed by our relevant team and it was once again confirmed that the betting activity, related to the bonus, is in conflict with its Terms and Conditions.

We would also like to point out that it is each player's responsibility to check not only the website's General Terms and Conditions, but also the Terms and Conditions of the bonuses they want to participate in.

The player was duly informed once the breach was detected, which can also be confirmed by them.

Kind regards,

GrandWin Casino

Which conflict? I have played the bonus in Roulette and Slots. What GT&C are you referring to? I won fairly so you need to pay my winnings.

Thank you for the update GrandWin Casino representative. Would it be possible to provide me with evidence of the violation of the terms and conditions? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Dear Peter,

To shed further light on the matter we are going to explain the situation in more detail:

The player received 50 CHF as a no deposit bonus. The maximum bet stake allowed as per the bonus Terms and Conditions is 12 EUR (or equivalent in CHF) or 5% of the awarded bonus - whichever is lower. In this case, the player is allowed to place bet stakes not higher than 2.50 CHF.

Having said that, we find it necessary to mention that the player’s bet stakes throughout his first 21 bets was in the range of 50 CHF up to 150 CHF. After the player's balance was increased by the higher stakes, they changed their betting strategy and lowered their wager to the 2.5 CHF - maximum permitted, which further indicating their awareness of the bonus rules. Even if we assume the player was not aware of the T&C's, it is their sole responsibility to get familiar with them prior to using any bonus.

We also suspect the player knowingly sent insufficient screenshots that hide important details such as their betting history. While these images support the player's claims, they appear to intentionally omit essential information needed for a fair resolution of this case. In addition, the provided screenshots highlight that this was not their first time playing in that specific bonus campaign.

Having stated the above, we believe that the measures which were taken are totally in line with our Terms and Conditions.

Kind regards,

GrandWin Casino

Dears,

I strongly dispute your decision and the reasoning provided. I was never made aware of any 2.50 CHF maximum bet rule. This was not clearly stated anywhere during the bonus activation or gameplay.

I only started placing 2.50 CHF bets when I switched to slot machines, after your customer support informed me that roulette did not count toward the bonus wagering. The 2.50 CHF is a standard slot bet, not a strategic choice based on hidden terms I was supposedly "aware of."

Your claim that I knowingly broke the rules and intentionally omitted information is unfounded and unfair, even disrespectful for a customer of your casino that previously deposited money and played in your website. I shared screenshots in good faith and would have happily provided more if asked.

This feels like a tactic to avoid paying out legitimate winnings, especially since the terms were never properly communicated. I request a fair review of this case and the reinstatement of my winnings.

Thank you for the update GrandWin 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. ([email protected]) Thank you in advance for your cooperation!

Hi Peter,

We've thoroughly looked into the player's communication but couldn’t find any instances to support their statement.

If the player can share any evidence or information to substantiate their claim, we will conduct further checks.

We've already explained the reasoning behind the actions taken on the account and that they are fully aligned with our Terms & Conditions.

Thank you in advance.

Best regards,

GrandWin Casino

Thank you for the update GrandWin Casino representative. While we fully respect and acknowledge your reasoning behind the decision to proceed with the confiscation, I would be grateful if you could also provide supporting documentation—specifically, the player’s betting history—as this information was previously requested. Access to this data would allow for a clearer understanding of the basis for the action taken and ensure full transparency and alignment with standard review procedures. You can forward any relevant information to my email. ([email protected]) Your cooperation in sharing this information would be greatly appreciated.

Hi Peter,

We would like to let you know that we'll reach out to the email address you have provided.

Best regards,

GrandWin Casino

Hi Peter,

We'd like to inform you that we have contacted you to the provided email address.

Kind regards,

GrandWin Casino

Thank you for providing me with the information GrandWin Casino representative.

Dear sebasta, The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. In an ideal case scenario, casinos should enforce their maximum bet rules at the software level and therefore not allow players to place higher than allowed bets. If enforcing max bets is not possible because the casino runs on third-party software that doesn't support them, the casino should carefully judge each case separately.

In your case, you have broken the max bet rule 21x times using different amounts for almost every bet, and then you adhered to the max bet for the entirety of the remaining wagering requirements. This constitutes a clear violation of the rules and has given you an unfair advantage. With this in mind, we believe the steps the casino has taken to be justifie,d and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter