The player from Spain was unable to withdraw €2000.02 from Casino Gran Vía Online, as the withdrawal option was unavailable in his account. He had submitted a photo holding his ID and proof of his PayPal account over 72 hours earlier but had yet to receive a response regarding the verification status. We explained that KYC could take a few working days and asked which documents had been sent and when, after which the player marked the complaint as resolved. The case was later closed after he confirmed he no longer needed assistance, as he had gambled all of his money.
Casino Gran Vía - Player's withdrawal option is delayed.
Resolved
Our verdict
Case closed
Amount: €2,000
Casino Gran Vía
Safety Index 8.3 HighCase summary
Discussion
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3 weeks ago
Translation
Hello,
I would like to file a complaint regarding my account at Casino Gran Vía Online.
I'm currently unable to withdraw my winnings, as there's no withdrawal option available in my account. I've tried several times, but the system simply doesn't display the corresponding button or section.
After contacting casino support, they asked me to send a photo of myself holding my ID and a screenshot or proof of my PayPal account showing my Seller ID, which I did correctly over 72 hours ago. However, I haven't received any response or updates regarding the verification status.
The amount pending withdrawal is €2000.02.
I want to clarify that I haven't played with any bonus funds. This is real, legitimate money.
Furthermore, my identity (ID card) had already been previously verified.
Please, I request your assistance in getting the casino to allow me to withdraw my funds or clearly explain the reason for the hold, as I consider this delay unreasonable.
Thank you very much for your attention.
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3 weeks ago
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.
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3 weeks ago
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
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3 weeks ago
Translation
Hello good,
I sent all the documentation on 27/07/2026, and yesterday, 30/07/2026, I also sent my bank account documentation (certificate issued through CaixaBank) which proves my bank account. This morning they marked the ticket as closed... I don't understand what's happening.
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3 weeks ago
TranslationI ended up gambling all my money, so it's not necessary anymore, thank you very much
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3 weeks ago
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
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2 weeks ago
We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Player, could you kindly provide us with an update on the current situation?
Thank you in advance for your response.
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2 weeks ago
TranslationGood morning,
On Sunday, August 2, 2026, I played at this casino again and managed to win €4,500.19. As I reported in the previous case, I am still waiting for my PayPal account to be verified since July 27, 2026. The verification tickets remain exactly the same as last time; there has been no activity. I have also written to them at soporte@casinogranvia.es They don't answer emails either, and their live chat isn't working either. Please, I need help to withdraw my money.
Greetings and thanks in advance
PS: I apologize, but I created another user account here on your forum, "Betaerd1982," because when I reopened this case, I didn't see anything indicating that it was being reopened. Could you please delete the other complaint from user "Betaerd1982," as it's the same issue I'm raising here? Thank you, and sorry for any inconvenience.
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1 week ago
TranslationGood afternoon,
Yesterday, August 11, 2026, my PayPal account was validated for withdrawals. I requested the withdrawal yesterday and received it today, so thank you for your help and everything is resolved.
Greetings and thanks for everything
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1 week ago
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
