Casino Gran Madrid Online - Player’s account has been banned without reason.

Hi,

I'll write in English as I know the replies are usually in English too...

I've been a member of Casino Gran Madrid for a number of years and I've won on a few slots and have a high balance of 44141€

Whenever I tried to withdraw the balance the casino would refuse my request and would ask for selfies, documentation and a hand written note stating that only I was using my account.

I provided all of this information, including the bizarre hand written letter but they just banned my account.

When I asked them what was going on they said that they had been trying to phone me and couldn't get through so they banned my account.

they still have all my money, I have given them everything they have wanted and they have never attempted to call me (I have never received a call from them)

Can you please investigate?

Dear cmorellaquiros94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with Casino Gran Madrid and understand how frustrating this must be, especially given the high balance in your account.

To help us better understand and address your case, could you please clarify a few details?

• When Casino Gran Madrid requested the phone verification, did they provide any specific timeframe for when they would attempt to call you?
• Have you provided alternative contact information, or did they indicate any specific issues with your number?
• Could you share any communication records you have with the casino, especially around the time they informed you of the account ban and the phone verification issue?

Please feel free to forward any relevant emails or screenshots to petronela.k@casino.guru to assist us in our investigation.

Your cooperation is essential if we are to proceed effectively with this case. Without your input, we won’t be able to move forward in resolving the issue.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Email from the player:

Hi,

I noticed my account was banned on 7th October

the last time I heard from them was from them saying they received the document they requested (screenshot from email attached)

before then they asked for a handwritten note (attached)

and before that they wanted information about my bank and a selfie of me with my ID (which I provided). - (Note from Casino.Guru: received via email)

I don't know why they wanted the bank information as I used Skrill to make my deposit.

I've also paid my tax on these winnings that I have not yet received in my bank so this is important I get my winnings from them ASAP

Thanks,

Carlos

Thank you very much, cmorellaquiros94, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear cmorellaquiros94,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casino Gran Madrid Online's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casino Gran Madrid Online,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hi cmorellaquiros94,

Thanks for reaching out to us.

I will raise this matter to our dedicated team so they can sort out the issue as soon as possible.

Kind regards

Hi,

I have receive the attached from Casino Gran Madrid by email.... I don't understand why they think this, I have given them selfies, my ID, I have called them many times and i'm sure if they were to check the location data for every time I went to their site, their logs would show that my laptop has not moved address. If I had transferred my account this would not happen.

Also, I have given them my selfie and my ID recently and when I first signed up and its the same person because its only me playing. They took my money but will not pay out, this is theft!

Carlos

Dear cmorellaquiros94,

The message you received indicates that you requested a change of the phone number associated with your casino account through a phone call. Is that correct?

If so, please note that in order to verify the new phone number, the casino requires proof of ownership to ensure it is indeed you making the request. This is a standard procedure to maintain the integrity and security of players' data.

Have you provided the requested proof of ownership for the new phone number (if you indeed requested the change in your casino account)?

Buenas tardes,

Esta cuenta de usuario está siendo investigada por fraude.

Actualmente le estamos requiriendo documentación y una franja horaria para una llamada de verificación, lo cual no ha aportado.

El usuario comenta que nos ha aportado dicha documentación pero no aparece ningún documento relacionado en su cuenta.

Hemos realizado varias llamadas en diferentes franjas horarias sin que en ninguna de ellas nos conteste.

Dentro de nuestras obligaciones regulatorias, debemos cerciorarnos por una parte, que las cuentas de juego no sean utilizadas por terceros, y que los premios sean abonados a medios de pago del titular de la cuenta.

Hasta el momento, y con la información que tenemos en esta cuenta de usuario, no tenemos forma de garantizar ninguno de estos dos puntos.

El usuario debe aportar la documentación que le estamos requiriendo (la última petición la realizamos el 04/12/204) y atender la llamada para verificar su identidad.

Saludos cordiales,

Gran Madrid Casino Online

Attached is a screenshot from my email, sent to the casino showing the transaction history from My Skrill account which was proof I owned the account as it had my name, address and matching email to Gran Madrid, I have no other way I can prove that I own the Skrill account, I have also used their upload page to show screenshots of the profile information page too but they reject these as well

I have phoned Casino Gran Madrid many times but they say they must phone me, We then set up a time and they never ever call me.

I have written them the letters they wanted, I have given them selfies and transaction histories that show matching information and I have called them, I don't know what more I can do!!

They investigate me for fraud but they should be investigated for fraud, they took my money with smiles on their faces but now won't pay me because I won

Carlos

Dear cmorellaquiros94,

Based on the attached screenshots, it appears that the email containing your Skrill transaction history was sent over a year ago. I believe the casino may require more recent proof of ownership of your account. Regarding the verification call, I suggest coordinating a specific date and time with the casino here in this thread to facilitate the process.

Dear Casino Gran Madrid Online,

Could you kindly provide options for dates and times when this call can be conducted?

Thank you for your cooperation.

Hello,

Please send an email to the following address so you can schedule a call: CRC@casinogm.es

Kind regards

Good Morning,

"The user must provide the documentation that we are requesting (the last request was made on 12/04/2020)" - Casino Gran Madrid

My screenshot showing them evidence was a year ago, not 4 years ago as they stated on this complaint thread. I've also since sent selfies, hand written letters and copies of my DNI since then (as per my evidence on this complaint thread)

I'll reach out by email with a convenient time and date for the call.

Carlos

today I sent this

Dear cmorellaquiros94,

Thank you for fulfilling the casino's requirements. Could you confirm if you’ve received a response from the casino and whether they’ve contacted you by phone?

It appears that Gran Madrid Casino gave me an email address on this complaint thread that cannot be emailed. once again they slow down this process.

I just want what I won

Carlos

Hi cmorellaquiros94,

My apologies I gave you wrong email by mistake.

I have already forwarded your phone and email to our team so they can reach out to you as soon as possible.

Sorry for the inconveniences.

Dear cmorellaquiros94,

I was informed by the casino representative that you were able to engage with the casino's dedicated department and work towards resolving your issue. Could you kindly provide an update on the current status of your case?

Thank you for your cooperation.

Dear cmorellaquiros94,

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.