Grandwin Casino - Spelarens vinster reducerades.

Hello, this casino was running an event called freedom days. This was an event where from 17/11/2022 to 20/11/2022 every day with a deposit of CZK 1,000, a person received 50 free spins worth CZK 1 per synot game. However, nowhere was it stated that this deposit, i.e. CZK 1,000, must be rolled over. I got an email this evening. It says that in this case, when I did not transfer the deposits, they take 5% of the deposit or that I should cancel the withdrawal and transfer the entire amount and then enter a new withdrawal. This is how the email came to everyone who did not win anything and did not lose anything and therefore did not turn over the deposited amount. Practically, this casino really robbed a lot of people of at least 200 CZK, and in addition, if it happened repeatedly, they charge an additional 5% of the withdrawal, i.e. 10% of the deposited amount. Nowhere in this promotion was it written that the given deposit must be rolled over and therefore I think that this casino has absolutely no right to charge any fee. Please review this casino and of course please let everyone reconsider playing at this casino, I have already canceled my account and never again.

Dobrý den, tohle kasino pořádalo akci s názvem dny svobody. Jednalo se o akci, kdy od 17.11.2022 Do 20.11.2022 každý den při vkladu 1.000,-Kč člověk obdržel 50 free spinů v hodnotě 1,-Kč na synot hry. Nikde však nebylo uvedeno, že se musí tento vklad, tzn 1.000,-Kč protočit. Dnes večer mi přišel email. Píše se, že v tomto případě, kdy jsem vklady neprotočila mi seberou 5% z vkladu nebo že mám zrušit výběr a celou částku protočit a následně zadat nový výběr. Takto přišel email každému, kdo nic nevyhrálani nic neprohrál a neudělal tedy obrat vložené částky. Prakticky tohle kasino okradlo opravdu spoustu lidí o minimálně 200 Kč a navíc když to bylo opakovaně, pak si účtují ještě dalších 5% z výběru, tudíž 10% z vložené částky. Nikde u této akce nebylo psáno, že se musí daný vklad protočit a proto si myslím, že tomuto kasínu absolutně nenáleží žádný poplatek účtovat. Prosím o zkontrolovani tohoto kasina a samozřejmě prosím, ať si každý rozmysli hraní v tomto kasinu, já si zrušila již účet a nikdy víc.

Hello Tereza29,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grandwin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how many times does the deposit need to be wagered? Does the winning from the free spins need to be wagered as well? What did the casino respond when you let them know about this not specified rule?

Looking forward to your answer.

Regards,

Nick

Hello, I still haven't received an answer from the casino, the alleged turnover is enough once, I don't know if winnings are also enough, in any case, the deposit must be rolled over at least 1x, which is written in the terms and conditions, but there was nothing about rolling over the deposit for this event in particular and not even in the specific conditions of the event.

Dobrý den, odpovědí od kasina se mi stále ještě nedostalo, údajný obrat stačí jednou, zda i výhry, to netuším, každopádně vklad se musí minimálně 1x protocit, což sice mají v obchodních podmínkách psáno, ale u konkrétně této akce nic o protaceni vkladu nebylo a dokonce ani v konkrétních podmínkách akce.

And my selection is still not approved, I've been waiting for several days and when I wrote to online support, I got practically no answers, only that they have 2 days to confirm. Which happened a long time ago.

A stále není můj výběr schválen, čekám již několikátý den a když jsem psala i na online podporu, nedostalo se mi prakticky žádné odpovědi, pouze, že mají na potvrzení 2 dny. Což už dávno proběhlo.

I will now try to contact the casino and find out more information regarding your issue.

I would like to ask Grandwin Casino to join us and help us resolve the player's issue.

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.

We are giving the casino a few more days as we are trying to contact them in other way.

Dear Tereza29,

Can you please advise if there's any update in your case since your last post?

Hello,

withdrawal of funds to this customer was processed on 20/11/2022. No fees were applied. We agree that communication regarding this promo offer wasn't the best and we'll try to avoid similar misunderstandings in the future.

Best regards,

Team of Grandwin.cz

Dear Tereza29,

Can you please confirm the casino's claim? Please note that we will be rejecting the complaint if we won't get a respond from you within the next week.

Hello, Yes. The withdrawal was sent to my account, free of charge. Anyway, they took 200 from my husband's withdrawal. I still stand by the fact that there should have been clearly written rules for the event and there weren't. I already have the money in my account and I don't want to play at this casino anymore.

Zdravím, Ano. Výběr mi byl zaslán na účet, bez poplatku. Každopádně mému manželovi sebrali 200,- z výběru. Stále si stojím za tím, že u akce měla být jasně napsaná pravidla a to nebyla. Peníze již mám na účtu a u tohoto kasína si již nehodlám zahrát.

Thank you Tereza29 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick