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