The player from Spain reported continuous issues with account verification at Madrid Casino, which barred her from making withdrawals. Despite having completed verification and deposited from her account, a withdrawal request of 139 euros was denied due to a previous deposit made from her husband's account. Even after taking their requested steps, the withdrawal was still blocked. Following the intervention of the Complaints Team, the player confirmed that she had received her withdrawal. We consequently marked the complaint as 'resolved' in our system.
Casino Gran Madrid Online - Player is struggling to complete the account verification.
Amount: €139
Casino Gran Madrid Online
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Good afternoon Casino Guru, I'd like to explain a bit about my current issue... I've been playing at the Madrid Casino and it seems I can't ever make a withdrawal due to a verification issue... I always win money but they always find a new excuse to prevent me from withdrawing it. Most of the time I end up spending the money to avoid frustration but this time they've truly crossed a line... After spending a month getting my bank account ownership certificate verified, my account is finally fully verified. I decided to make a deposit and try my luck. Please note that the deposit was made from my account, and guess what... I won! I attempted to withdraw 139 euros and all seemed fine, however, after 3 days nothing happened, so I called to inquire. Apparently, my withdrawal couldn't be processed because previously I had deposited using Bizum from my husband's account, even though the last deposit was made from mine... They are now demanding a certificate of ownership for my husband's account and as always, endlessly complicating things... Even after sending them the certificate, the situation remains the same, no withdrawal, nothing... I hope Casino Guru can help me, as this casino seems to be a total scam when it comes to withdrawing and verifying; they never stop. I'd really appreciate your help, please get back to me. Thank you.
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9 months ago
Hello Melodia93,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino Gran Madrid Online. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Was the casino aware of the Bizur account not belonging to you in the past? Did they ever request to verify it before? How much was your exact balance when you deposited from your own bank account?
Please forward the communication between you and the casino to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello Nick, it's been 4 days now without any news or explanations if everything is correct regarding the mindel withdrawal verification, the bizum account is mine, only that on several occasions I deposited with bizum from my husband's account obviously I'm sure they would know that it wasn't It is my account but the case is that since it is a deposit they don't care.... But when the thing changes to withdrawal it is no longer the same they screw you with whatever... and previously they never asked me to verify my bizum account Husband, my deposit amounted to 140e and I decided to withdraw my money but as always, once again they bothered me with the issue of verification because they lost my certificate of ownership and I have already sent it with this twice... The truth is that I advise other users if they see my complaint to stay away from casino gran Madrid they will never win anything because they will never be able to withdraw...... I hope to see you resolve the questions nick I hope for answers thank you
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9 months ago
Translation
Hello, good, I already received the withdrawal... You can now close the ticket but come on, the Casino Gran Madrid does not deserve that score as a casino, well, why is it a casino scam? That's what I say, even if I close the ticket, why did it arrive? the withdrawal.... Thank you casino guru for helping me greetings!!
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9 months ago
Dear Melodia93,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
