Casino Gran Vía - Player's withdrawal option is delayed.

Hola,

Quisiera presentar una queja en relación con mi cuenta en Casino Gran Vía Online.

Actualmente no puedo retirar mis ganancias, ya que en mi cuenta no aparece ninguna opción disponible para retirar. He intentado hacerlo en varias ocasiones, pero el sistema simplemente no muestra el botón o apartado correspondiente.

Tras contactar con el soporte del casino, me solicitaron que enviara una foto sujetando mi DNI y también una captura o prueba de mi cuenta de PayPal donde apareciera el ID de vendedor, lo cual hice correctamente hace más de 72 horas. Sin embargo, no he recibido ninguna respuesta ni actualización sobre el estado de la verificación.

La cantidad pendiente de retirada es de 2000,02 €.

Aclaro que no he jugado con ningún bono. Se trata de dinero real y legítimo.

Además, mi identidad (DNI) ya estaba verificada previamente.

Por favor, solicito su ayuda para que el casino me permita retirar mis fondos o me indique claramente cuál es el motivo de la retención, ya que considero que esta demora no es razonable.

Muchas gracias por su atención.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Attila

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

Dear Berytola,

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,

Attila