Casino Gran Vía - Withdrawal of player's winnings has been delayed.

I deposited with a card, and when it came time to withdraw it, it didn't give me an option, I went to documents and sent a copy of the card I had deposited with for verification, according to their policy the financial department takes 2-3 business days, they have already passed, I am here to complain and they are giving me the runaround since I have money waiting to withdraw (700) and they are giving me the runaround

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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Dear Chapulinara,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Chapulinara,

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.

I gave up, spent the money (which is what they wanted) and closed it. They had been holding the bank card for over a week without verification, when the policy gave a maximum of 3 days to verify with my daily emails and there was no way they would verify it. Tired of my emails, they asked me for proof of life after 10 days and without having yet verified the bank card. It's a casino scam and from the opinions I've read, it's not the first time this happened, and they always act the same way. From my experience, I don't recommend this casino. They keep your personal data and don't do their job because they don't want to pay.

And they didn't have the chat service enabled either; there was no way to reach them, only through tickets and email, and they would reply whenever they wanted.

Thank you, greetings

I gave up, spent the money (which is what they wanted) and closed it. They had been holding the bank card for over a week without verification, when the policy gave a maximum of 3 days to verify with my daily emails and there was no way they would verify it. Tired of my emails, they asked me for proof of life after 10 days and without having yet verified the bank card. It's a casino scam and from the opinions I've read, it's not the first time this happened, and they always act the same way. From my experience, I don't recommend this casino. They keep your personal data and don't do their job because they don't want to pay.

And they didn't have the chat service enabled either; there was no way to reach them, only through tickets and email, and they would reply whenever they wanted.

Thank you, greetings

Dear player, thank you for your update, and we’re truly sorry to hear about your negative experience.

Please note, however, that players are responsible for the funds in their casino account until the withdrawal is successfully processed. If the funds are spent or played before the verification or payout is completed, unfortunately, we are no longer able to assist with recovering them.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.