GratoWin Casino - Η ανάληψη του παίκτη καθυστερεί λόγω της απαίτησης πόντων.

On August 12, 2025, I made deposits totaling €100. By playing, I won a total of €179.18. However, the site does not allow me to withdraw the entire winnings, only €11.50, as I do not have enough points to make the withdrawal.

However, in order to get those points, I am forced to continue playing – even though I wanted to stop and withdraw everything – which is absolutely incorrect behavior.

I request absolute assistance in order to redeem what I have legally and justly won.

In data 12 Agosto 2025 ho effettuato versamenti per un totale di euro 100. Giocando, sono arrivato a vincerne complessivamente 179.18. tuttavia il sito non mi consente di prelevare l'intera vincita ma solo 11.50 euro in quanto non ho punti sufficienti per effettuare il prelievo.

Tuttavia, al fine di ottenere quei punti sono obbligato a continuare a giocare - nonostante volessi fermarmi e prelevare tutto - il che è un comportamento assolutamente scorretto.

Richiedo assoluta assistenza al fine di redimere quanto legalmente e giustamente vinto.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with GratoWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.? 
• Have you accumulated your winnings with or without an active bonus? 
• How many games have you played?

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear Callmemat,

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,

Katarina