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Please click here to view our ‘Accepted Payment Methods’ info page.

There are various reasons that may cause your payment method to be declined.  Please pay attention to the message shown in the cashier window, or for additional help you can chat with our friendly support team by clicking here.

 To insert the explanation from the site: Depositing member

We take our customers’ security very seriously.  All payments and personal information are processed using the latest 128-bit Secure Socket Layer (SSL) encryption technology to ensure that sensitive data is transferred securely over the internet to our protected server, which is safeguarded by the latest firewalls. Just look for the padlock symbol in the address bar of your browser to make sure that you are on a secure site.

The International Bank Account Number (IBAN) is an international standard for numbering bank accounts. The IBAN consists of a two letter country code and up to thirty alphanumeric characters. If you reside in the EU, you can find the IBAN number on your bank statement.

A swift code is your banking branch’s unique code (also known as a Bank Identifier Code or BIC.) This code is usually be located in your cheque book and is made up of 8 or 11 characters. If you are unsure of your Swift Code, please contact your branch to obtain the Swift Code for that branch.

You may request a Withdrawal from the Lobby once you have signed in to your account. To do so, please click on the ‘Cashout’ button (located under the ‘Deposit’ button).  Then simply enter the amount you wish to withdraw and the payment method you would like to use to process your withdrawal

The same method that was used to make the deposits will be available for withdrawal requests, unless you have used a prepaid card or voucher, for further information, please advise the withdrawing funds page here.

In order to withdraw your winnings you must first make at least one approved deposit and meet the minimum wagering requirements as stated in our Bonus policy.  You will be able to withdraw your winnings once you have met these requirements. To view our Bonus policy, please click here.

Withdrawal requests remain in a pending status for up to two business days prior to processing your request.  Once your request has been approved, your funds will appear in your account as per our Cashout time table. Cashout times depend on the payment method you have selected to process your withdrawal request. Click here to view our Cashout time table.

According to our withdrawal policy, all withdrawal requests remain in a pending status for 48 business hours.  If your withdrawal request takes more than 48 hours to process, it may be that we have requested additional documentation for verification and security purposes.  Kindly check your Email inbox or contact our friendly support team here to verify whether or not additional documentation has been requested. 

In order to protect both you and us from fraudulent use of an identity and/or funds, we must verify the identity and/or ownership of the credit/debit cards used for payment. This also ensures that the withdrawal reaches the right person. This is an industry standard and a banking requirement.

As per our Withdrawal policy (please click here to view our Withdrawal policy), you may be requested to send some, or all of the following documentation:
1.A copy of a photo ID: You may send either a copy of your Passport, Driver’s License or National ID card. Please ensure that all details, including your name, photograph and signature are visible on the document.
2.A copy of your credit card(s): A copy of the front and back of the credit card you use as a payment method. You should block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy.
3.Proof of address: This may be a utility bill or a credit card statement. It should be a recent document, showing your full name at the address registered on your account. If you provide a credit card statement, please make sure you blank out the middle eight numbers of the credit card number. 
4.A hand written signed form confirming your deposits to GratoWin. Please click here to contact our friendly support team to request the required form. 

Please send all relevant documentation to [email protected]

The preferred method in this case would be via an online bank transfer, however; to find the most efficient and suitable option for you, please contact our friendly support team.

The minimum bank draft Cashout is $50 / €50 / £50.
The minimum Cashout for the following payment methods is $10 / €10 / £10: Skrill(Moneybookers), iDeal, credit card, debit card.

Yes.  You can cancel your withdrawal request as long as the status of your request is still ‘In Process.’  For more information please click here.

Once your withdrawal request is approved, you will be notified via email regarding the relevant payment method and time frame to expect your funds, if you did not receive such an email, please check your Junk mailbox or contact our friendly support team here.

The free €5 bonus is automatically credited to your account as soon as you register to become a “Real Money” player.  To confirm receipt of your free €5 bonus, you can check your transaction history after logging in to your account by clicking on the Menu button in the lobby, then ‘Cashier’ and then ‘Transaction History’.

The free €5 bonus is given to new customers so they can experience our games and look around the site. This bonus is not eligible for withdrawal. In the event that you have played with the free €5 bonus and won, you will be able to withdraw your winnings once you have made a deposit and met our wagering and withdrawal requirements.

There may be a few reasons why the bonus code didn’t work:

1.       Please make sure you have typed the correct characters (alphanumeric characters only without spaces).

2.       The Bonus Code may have an expiration date.  Please read the email you received the bonus code from to confirm the validity dates.

3.       Bonus codes can sometimes be used only once and you may have already redeemed the bonus.  To view whether or not you received the bonus, please view your transaction history by clicking on the Menu button in the lobby, then clicking on ‘Cashier’ and then ‘Transaction History’.

4.       According to our Bonus Terms and Conditions (please click here to read the Bonus Terms and Conditions), bonuses will not be issued if there is a pending Withdrawal request.  Please review your Transaction history to confirm whether or not you had a pending withdrawal request at the time you tried to redeem the bonus code.

Still unsure as to why you didn’t receive your bonus? Please contact our support team and they will be happy to assist you by clicking here.

Yes.  To disable your account from receiving bonuses, please fill in the Contact Us form to submit your request. 

Your fun balance may be reloaded once every 24 hours by contacting our friendly support representatives via our live chat. 

GratoWin requires that you wager a minimum amount, depending on the bonus received, before you are able to withdraw your funds. In order to withdraw your funds, you must first wager thirty (30) times the total amount of bonuses you received.  For more information, please click here to view our Bonus Terms page.

If you try entering your login details and receive an ‘Account Locked’ message, please contact our friendly support team to request we re-open your account by clicking here, or by filling out the form below.

If you have forgotten your username and/or password, please click on the ‘Forgot Username or Password’ link located in the top right corner of the login screen.  You will then be required to provide the email address you used when you first registered to become a  GratoWin player.  Your login details will be promptly sent to the same email address. 

 According to our terms of use, we permit only one account per household.  If you have already created an account, our system will not allow you to create a new one.  In case you don’t remember your login details, please click on the ‘Forgot username or password’ link located in the top right corner of the login screen.  You will then be required to provide the email address you used when you first registered to become a GratoWin player.  Your login details will be promptly sent to the same email address.

Most likely your keyboard is set to a language other than English. Please click your mouse on the form field and then switch your keyboard language to English. Try entering the text again. If you’re still having problems entering text, kindly contact our friendly support team for guidance by clicking here.

There may be several reasons for not receiving our emails.  We suggest that you add [email protected] to your Address Book or Safe Senders' List.  If you still do not receive emails after doing so, please contact our support team who will verify whether or not your account is configured to receive our promotional emails.

 In the event you are suddenly disconnected from the internet, our system is designed to protect you from unjustifiable losses. GratoWin's 'Disconnection Policy' is as follows: Any card purchased by a player, (by clicking Play Now, or Play Again) that is not used by the player for any reason whatsoever, including technical reasons, will be played automatically by the system on behalf of the player.  The outcome of the game will be updated automatically and be reflected in the player’s account balance.  A player can also see the outcome of the game in the "Games History" section, which can be found in the menu button in the lobby after logging in.

Cookies are a small piece of text – they are not plug-ins or executable files. We use cookies to help us provide you with better service by personalizing your visit. We do not use cookies to store your personal information. We do, however, keep track of your login state as a security precaution, and we protect your privacy with the use of session cookies.

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If you wish to unsubscribe from receiving our promotional emails, you can either unsubscribe directly by clicking on the ‘unsubscribe’ link located at the top of all emails sent from [Site name].  You can also unsubscribe by contacting our friendly support team by clicking here. Please note that once you unsubscribe, you will no longer receive special offers from your account manager.  

If you wish to receive the special promotions from your account manager, kindly contact our friendly support team by chat or email and simply request to receive emails.

We are thrilled to have you back. Kindly complete the form below and your account manager will promptly handle your request

 We are sorry to see you leave.  If you wish to close your account, please contact our support team or your account manager. You can contact us by filling in the form below.

If you are a compulsive gambler, or if you have any type of gambling problem, we encourage you to PLAY RESPONSIBLY. If you require professional help, please contact your local branch of Gamblers-Anonymous, which can be found here: www.gamblersanonymous.org.

Participation in scratch games is restricted to individuals who are of legal age of majority, as determined by the jurisdiction in which the individual resides.  If you are not at least eighteen (18) years of age, you cannot play at GratoWin.com under any circumstances. Proof of age may be requested at any time.

To change your email address simply click on the ‘Menu’ button located in the game lobby and then click on the ‘Change Email’ button. Kindly fill in your new email address and press ‘Change’.

If you wish to change or update your personal details, please contact our friendly support team by filling in the ‘Contact Us’ form below.

To change your password you must first log in to your GratoWin account and click on the ‘Change Password’ button which can be found in the main menu. Then simply complete the required information and click on ‘Change’. Please note, we recommend that you change your password frequently in order to ensure your account is safe and secure.

Yes you can change the default card value by clicking the ‘Settings’ button from the main menu in the Lobby. Once you have chosen your desired settings, please click on ‘OK’.

Your username is used to sign in and for account identification purposes. Once an account is created in the system, there can be no other account with the same username therefore the username cannot be changed. 

At GratoWin, you can fund your account using USD $, Euro €, GBP £, SEK & NOK kr. Your international or domestic payment method will be charged by GratoWin, using the default currency you chose when you registered. The funds will then be converted to your local currency.

Our loyal players are invited to join our exclusive VIP Club where they benefit from a wide range of special promotions, exclusive games, bigger bonuses, special tournaments, raffles and better Comp Point conversion rates.

Every time you make a deposit and play, you come closer to becoming a VIP Club member. Once you have reached the required level, you will be invited to join the VIP Club by one of our VIP Club Account Managers. To find out more, please complete the form below.

Our loyal players are invited to join our exclusive VIP Club where they benefit from a wide range of special promotions, exclusive games, bigger bonuses, special tournaments, raffles and better Comp Point conversion rates.