Casino Gran Vía - Player’s account is closed during bonus play.

I made a deposit of 150 euros at the Gran Vía online casino to get the promotion of their first deposit of 200 euros, which you have to play 50 times to obtain a maximum profit of one thousand euros.

I lost the 150 euros, but with the 200-euro bonus, I managed to reach 2300 euros, having completed 90 percent of the bonus in the first three days.

The problem is that at that point, my account was blocked. They told me it was under performance review and that it would be reactivated in a few hours.

After more than 5 days without being able to access my account, the bonus expired since the week for that bonus had passed.

I have sent several emails without any response, and through the app, I am unable to open a live chat or open a support ticket, even though I was able to do so without any issue in the first few days.

Dear elsowin,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Gran Vía.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your account is no longer blocked and you regained access to it?
• What games did you play to accumulate your bonus balance in the casino?
• Could you please share with me your communication with the casino trying to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I made a deposit of 150 euros and they gave me a 200 first deposit bonus.

With those 200 euros bonus I got 2400 and had the bonus completed at 90 percent before they blocked my page.

I won that amount in casino games...slots, roulette and blackjack.

I can access the account but once inside I get the text that I sent them and it doesn't let me do anything.

Regarding communications with the casino, I can send you the emails that I have sent them without a response from them since the online chat has not let me speak to them for 5 days.

Good morning Thomas.

I would like to ask you if you received the emails I sent without a response from the casino.

I also want to tell you that today is the 10th day that they neither answer my emails nor let me access the online chat, even though I try several times each day.

I am still reviewing the account text.

Thank you very much, elsowin, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello elsowin,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Gran Vía representative to join this conversation and participate in resolving this complaint.

Dear Casino Gran Vía,

Could you comment on the situation?

Thank you in advance for providing the information.

Good morning Stefan.

They have deposited the bonus money to me

The problem is that I can't collect it because I have the withdrawal method also under review since the 2nd of this month.

I also wanted to thank you for your work and your time.

Dear elsowin,

We have reviewed your claim and, as a goodwill gesture, we have reactivated your account and redeemed your expired bonus. You can now use it as usual.

We also apologize for the delay in responding to your request. Our customer service department is currently undergoing changes, and we are not being as efficient as we would like. We appreciate your patience and understanding.

Best regards

Hello elsowin,

Could you please verify that your account is active and that you have a bonus available in your casino account with 90% complete wagering?

I'll be awaiting your reply.

Dear Gran Via Casino.

I appreciate your good will and understand if you are having problems due to the delay.

I appreciate that you were able to resolve the issue.

When they can, all I need is for them to check my bank card to verify the withdrawals.

Thank you for your time.

Thank you so much.

Hello elsowin,

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, 

Stefan, Casino.Guru