Grand Mondial Casino - Player’s withdrawal has been delayed.

Casino was to release pending withdrawal on Wednesday March 5th. PST time When they were not released and still pending I emailed customer service. They said I had an outstanding balance of 9000.00 to pay a vendor. They deducted that and then restarting the whole withdrawal pending and still available to play of another 48 hours even though I already waited 48 hours. On Monday March 10th 9pm the funds were still not released which in resulting in my able to play them. If this casino did the right thing and withdrawal them and not have them available after Wednesday March 5th I would have gotten my funds. They delayed the release of the withdrawl on purpose. I should get my money.

Dear Melissa8432,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grand Mondial Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• How much is your current withdrawable balance and pending withdrawals?
• Has the casino informed you about why your payout wasn't processed?
• Could you please explain what the disputed amount of C$ 60000 represents in your situation?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi there

Yes my account is verified. They completely messed around me delaying the withdrawal request so that it could be reversed.

i will email you the screenshots. They are being very wishy washy of why the delay and different answers everytime from the chat.

I went over the communication you provided.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.

Please note that we intervene in cases where withdrawals are delayed by 14 days or more. When the delay is shorter than 14 days, we ask for the player's patience in the casino processes.

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Melissa8432,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru