The player from Spain experienced issues with a claimed bonus that offered 35% daily on losses, which had not been received for over a week. Additionally, there was a delay in verifying his PayPal account, and he had not received the promised 10% weekly loss bonus either. The issue was resolved when the player received the bonus for losses and his PayPal account was verified after the Complaints Team intervened, prompting the casino to expedite the process.
Casino Gran Madrid Online - Player's bonus and account verification are delayed.
Amount: €144
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
2 months ago
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2 months ago
Translation
Hello, I claimed a bonus several days ago that was supposed to offer 35% daily on losses, and I haven't received anything. I spoke to support and they said they communicated it to some department to resolve it, but this casino is terrible. I've been waiting for about a week or more for them to verify my PayPal account, and they still haven't verified it. Honestly, I don't recommend this casino. They take too long to process payments and to verify accounts. They also claim to have a 10% weekly loss bonus which I haven't received, and a 35% daily loss bonus which I also haven't received.
Automatic translation:
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2 months ago
Dear ivan21herrada,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the bonus conditions for the daily cashback and this is what I found:
As you can see, the bonus offer is valid only for players who are fully verified. Do I understand correctly that not all of your documents have yet been approved by the casino?
Could you please specify which documents you sent to the casino for verification and when exactly you sent the last one?
Have you submitted all the documents on time and in the correct format?
When was the last time you communicated with the casino customer support?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
I have been verified for a while, and I also consulted with a person in the support chat and he says that it is true that they have not granted me the bonus and he said that he passed the case to support so they could look into it, but they never respond. As for PayPal verification, I ask and they say no, they have not reviewed it yet and they do not say how long it will take. It seems too long to review something.
Automatic translation:
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2 months ago
Translation
Hello, they just solved all my problems, they gave me a bonus for losses and they verified my PayPal. It seems that when I heard complaints from you, you put pressure on them and they got their act together. Thank goodness. Thank you very much.
Automatic translation:
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2 months ago
Dear ivan21herrada,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Lash
Casino.Guru
