Casino Gran Vía - Player's withdrawal is delayed.

Hello, I'm writing because I haven't been able to withdraw funds from my account for over six days. I started by depositing €150, won €1140.68, and then my account was put under review, with the explanation that it would take a few hours. After six days, it's still under review.

I submitted the KYC and they verified me after two days, but after 6 days they haven't verified my withdrawal method, even though it should take 2-3 business days.

It won't let me withdraw the money.

Attached are screenshots showing the documents attached since 07-03

and they are still pending.

I hope you can help me. Best regards.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 put under review?
• 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?
• Could you please share with me your communication with the casino regarding 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning,

Regarding your questions, I registered and started playing with €150. About an hour later, I won a good prize of €1140, which is when my account was put under review. I only played slots and didn't use any bonuses.

I've attached photos of the tickets I opened and their respective responses from the casino.

Considering that my account was blocked on the 7th and is still blocked, and in principle it was only for a few hours as they say…

I've also attached receipts for the long waits I've had to submit to have my documents verified before I can pick them up. I've been waiting since the 7th for them to accept my documents...

Obviously I sent them the photo of myself that they require as proof of life holding my ID card and they are still stalling with the verifications so I can withdraw it.

Greetings and thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Osorio,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas