The player from Spain was unable to withdraw funds since August 30 due to the withdrawal option being disabled. Despite having submitted all necessary documentation previously, she was required to send it again, with her request awaiting a response from the financial department. The issue was resolved after the player confirmed that her concerns had been addressed, leading to the complaint being marked as resolved in the system.
Casino Gran Vía - Player's withdrawal option is disabled.
Resolved
Our verdict
Case closed
Amount: €180
Casino Gran Vía
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
Since Saturday, August 30, I have not been able to make withdrawals because they have disabled the withdrawal option, when I have always been able to withdraw without problems, and now they tell me again that I have to
send all the documentation again, which I have already done, and their response is that it is in the financial department
Automatic translation:
Public
Public
8 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Which documents has the casino requested from you for the additional verification?
When was the last time you submitted any identity documents to the casino?
Have you uploaded the requested documents on time and in the correct format?
What types of games did you play to accumulate your most recent winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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Public
Public
8 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sandiafresca,
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,
Veronika
