Casino Gran Madrid Online - Player's account has been blocked and the transaction is delayed after a frozen game.

Hello, I was playing a slot game at this casino and all was going well. I had been playing at 20 cents, then I raised the bet to 1€. After about 70 spins, I had earned an additional 20€ plus some free spins, but then the screen froze. I waited more than 30 minutes, hoping it would unfreeze, but nothing happened. I contacted the casino's support via their live chat, and they claimed everything was fine and they couldn't identify any issues. I have photos evidencing that I had to wait for more than 30 minutes. I then contacted support via email and, even after 2 days, I haven’t received a response. To add insult to injury, they have blocked my account and I am unable to access it. I am still awaiting a transaction to my account for 60€ which has not yet been transferred (I have attached images showing the timestamp and waiting time).

Dear Manteka1,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

When exactly did the casino block your account? Have you received any explanation as to why your account has been blocked?

Have you tried reloading the game when it froze? Or did you close it and not play anything else at all?

Could you please confirm if you passed the KYC verification at the casino?

Best regards

Veronika

Hello, good morning, the casino blocked my account after I complained via chat that I felt scammed, when they explained to me that everything was correct and there was no error, I have not received any explanation for the blockage, but after they blocked the account I asked for instructions to delete the account permanently, and I did not receive a response either, today I received an email telling me that they are giving me a ticket with a number to follow the deposit of €60 into my account, in context, after waiting half an hour on the screen I reloaded the page , and it took me to

The main screen, neither game nor money nor explanation, I left €10 in the account which I played in another game because I no longer trusted it. I don't know what KYC verification is

Could you please send me the gaming history from the date and time your screen froze? Has your balance changed during the 30 minutes you waited with a frozen screen?

Dear Manteka1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.