The player from Spain was unable to request a withdrawal due to a lack of available payment methods and had locked his account after multiple failed password attempts. He was unable to reset his password to regain access. The Complaints Team had attempted to gather more information, but due to a lack of response from the player, the investigation could not proceed. Consequently, the complaint was closed, with the option for the player to reopen it in the future.
Casino Gran Vía - Player's account is locked and withdrawals are unavailable.
Closed
Our verdict
Player stopped responding
Amount: €500
Casino Gran Vía
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
I'm trying to request a withdrawal, but no payment method appears, as shown in the image.
I've also failed to enter my password several times because I couldn't remember it, and my account has been locked. I've tried resetting it, but it won't let me in anymore.
Automatic translation:
Public
Public
10 months ago
Dear nachetto,
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.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted casino support and asked for assistance?
- Have you passed account verification in the casino?
- Could you please share with me your communication with the casino? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
9 months ago
Dear nachetto,
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.
Public
Public
9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
