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(unless otherwise specified) is 35 times the initial amount of the deposit and bonus received before funds can be withdrawn.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 [email protected]. 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 [email protected]
• 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 [email protected].

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 [email protected]?

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 [email protected].

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 ([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 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.