GrandClub Casino - Player faces delayed withdrawal from casino.

GRANDCLUB casino has been delaying payment for 17 days already. Before that, I already withdrew money from this casino. Everything was fine. But my last payment of funds from 06/28/2025 has not yet arrived but my e-wallet.

I wrote a letter to support, and they assure me that everything is fine, but the payment must be waited for. They refer to their internal rules

For your convenience, please note that as outlined in our Terms and Conditions (section 6.14):

"The Company reserves the right to process payments according to an individual schedule, including setting minimum and maximum amounts per transaction, as well as varying processing times based on the withdrawal method used, your account tier, or other relevant criteria."

I think these rules violate user rights. 17 days for withdrawal is too long.

Doesn't this violate the rules set in the gaming industry?

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Thank you for your patience, and stay safe.

1 - The last successful withdrawal was on 06/15/2025, 15:20:55. It took the standard 4 days for this casino to process, and I finally received the money on 06/19/2025, 12:11

2 - For the last withdrawal I chose the JETON e-wallet method, and everything is legal here, because I made a deposit using the JETON method. Previously, the last successful withdrawal I withdrew to the MIFINITY e-wallet.

3- I received the winnings using the deposit bonus and successfully played the required wager. And only then did I issue a withdrawal

Today I logged into my GRANDCLUB account and saw that the casino had requested verification from me. Moreover, they did not send me an email. If I had not logged into my account, I would not have known that they needed my documents.

In addition to the standard identity verification documents, they asked me for the entire history of all transactions on my JETON e-wallet, for a long MONTH! That is, from May 30 to June 30. I had to take 38 screenshots to send them the entire history of all transactions for the specified period.

Also, they asked me for the entire history of all transactions from my MIFINITY e-wallet. Also, for a period of a MONTH!

I had to send them 45 screenshots of screenshots to get my entire transaction history displayed for the specified period.

Is this even legal? I understand if they only wanted the transaction history from my e-wallets in the GRANDCLUB casino. But do they have the right to ask for the entire transaction history? Doesn't this violate my rights and privacy?

But nevertheless, I sent everything.

I have a mistake in my date of birth in my personal data in my GrandClub account. I send letter after letter with photos of my documents, but GrandClub refuses to change the date of birth in my personal data.

Doesn't this violate my rights? I sent GrandClub screenshots of all my e-wallet accounts, which are fully verified and show my correct date of birth.

How can I make them change my personal information if they refuse to accept documents?

Thank you very much for your reply. Could you please clarify the difference between the correct date of birth and the date of birth you entered in your player profile?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The difference between the correct date of birth and the incorrect date of birth is one digit. I was born in February, and my GrandClub account says December. Accordingly, instead of "02" I have "12". The number "0" on the computer keyboard is next to the number "1". All other numbers are the same.

I'm not even sure that I made this mistake, and they themselves did not commit such a forgery. But since the mistake crept into my date of birth, I have every right to correct it by sending my documents. This is what I did. Several times.

GrandClub first refused to correct the error in my profile, and then simply stopped responding to my emails.

The last time they answered me was on 19.07.2025, but they didn't give me any concrete answers. And after that, they don't answer my letters asking me to change my date of birth.

Today, GrandClub finally changed my date of birth in my personal data on my account in their casino. But, now they are again asking for the history of all my transactions from my MIFINITY wallet. I have already sent them a PDF file with the entire history of my wallet, which was provided to me by MIFINITY.

But now GrandClub is asking for the history of this wallet again, even though I sent them the ENTIRE wallet history, including the period they require.

GrandClub asked me for my SKRILL wallet history twice in the same way. I provided them with the SKRILL PDF file twice.

.

Today GrandClub Casino has again activated a request for the transaction history of my MIFINITY wallet for the period from May 30 to June 30, 2025. Although I have already sent them a PDF file that was sent to me from MIFINITY, which contains the ENTIRE history of my wallet for the entire period of its use starting from 2023. It contains all the transactions, including the period that GrandClub requested from me.

In the online chat I was told that the file is supposedly unclear. What does this mean? This file was sent to me from MEFINITY. Everything is clearly dated, and there is a function to enlarge the picture.

Now they write to GrandClub that they can accept screenshots from the MEFINITY account. But I have already sent them screenshots, and I got 45 screenshots. I sent these files to GrandClub's email, but they did not accept them and asked for a PDF file. Since it is impossible to download a PDF file from the MEFINITY website itself, I wrote to MEFINITY's email, and they kindly sent me a PDF file with the entire history of my wallet.

How can you influence Gradclub? This is just a mockery! Everything they demanded, I provided.

I can upload a PDF file from MIFINITI with the entire wallet history to this site, so that you can make sure that it contains all the data that GrandClub requested

Please note that GrandClub has completely stopped responding to my emails. And now I only communicate with them in the online chat. And there they constantly ask me to write a letter to email. It turns out to be a vicious circle.

Today GrandClub asked me again for screenshots with transaction history. A PDF file with the entire history did not satisfy them. However, I have already sent them 45 screenshots with transaction history for the period they requested.

They didn't accept them, they asked for a PDF file. And today they are asking for screenshots again. Let me remind you that there are 45 of them. And you can only upload 5 files on the site.

And how am I supposed to upload 45 screenshots to their site if they can only upload 5 files?

They don't explain this.

They didn't want to change my date of birth for two weeks, and when I achieved this, now they came up with a new reason not to verify my account. Although I provided all the documents.

Where should I write a letter of complaint?

Who regulates the activities of GrandClub casino?

Today I sent 28 screenshots with the transaction history of my MIFINITI wallet for the period from May 30 to June 30, 2025.

They did not explain the reason why they did not accept the 45 screenshots I sent earlier. I uploaded them new 28 screenshots with the entire transaction history from my new monitor with good resolution.

I am uploading all screenshots and correspondence with GrandClub here so that you can see their good quality.

So far I have only been able to upload 9 screenshots here. If you need, I can email you the rest, or upload them here later.

In the VERIFICATION section of my GrandClub account, they stopped asking me for documents. But the verification is still ongoing. It's been 3 days since the last documents were sent, but they still haven't responded to my email.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you MARKKKK for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GrandClub Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

Hello Peter!

After much torment, GrandClub seems to have accepted my 28 screenshots with the transaction history of my MIFINITY wallet. But this is not certain. Because they did not respond to my email, where I sent them 28 screenshots. However, in the VERIFICATION section, GrandClub removed the requirement to provide them with the history of the MIFINITY wallet.

But, today they asked me for my JETON wallet history for July 2025. Where they wanted to see how I made a deposit to my JETON e-wallet from my bank account or credit card.

However, I did not make a deposit during this period. The money in my JETON e-wallet has been there for a long time, and I have no need to make deposits there now.

I have already sent them upon request the JETON wallet history in a PDF file, where all transactions are visible. I also sent them screenshots with the transaction history of my JETON wallet.

And now, for the third time, they are asking for the history of my JETON e-wallet... It seems like it will never end.

They asked me about the MIFINITY wallet history five times, about the SKRILL wallet history three times. And now it's happening again with JETON.

I want to ask you, how legal is it to ask me for the deposit history to my e-wallet, with all the details of my bank account? What right do they have to demand this? Isn't this confidential information that concerns only me personally and the JETON e-wallet? However, I was ready to send this information, but since I did not make deposits in July 2025 to my JETON wallet, I cannot provide it to them.

But I still sent them screenshots of my JETON wallet again, where in the transaction history section I selected the "show deposits" option and sent these screenshots. And also a PDF file, with transaction history for July 2025

Just now, GrandClub has reactivated the request for deposit history to my JETON e-wallet, with all bank details...

And this despite the fact that I sent them screenshots and a PDF file with the transaction history from my JETON wallet, where you can verify that I did not make any deposits to my wallet.

However, they do not send any letters to email.

What should you do in such a case?

How can I send them the deposit history if I did not make a deposit to my wallet?

Thank you for contacting our support via Casino Guru.

We looking into this and will revert.

Best regards,

Support

Representative of GrandClub Casino, tell me, what right do you have to ask me for the details of a deposit to my JETON e-wallet?

Do you understand that this is confidential information that concerns only me and the JETON wallet?

JETON E-wallet has its own internal account verification system, which I have successfully passed. Only they have the right to request from me the details of the bank that I used to top up my JETON wallet.

Electronic wallets are needed for the convenience of people, so that they can not use credit cards and bank accounts to replenish the casino.

But by demanding my bank details from me, you are grossly violating my rights.

Dear Markkkk,

We are pleased to inform you that your account verification has been successfully completed.

Moreover, we would kindly request that you remain patient as we endeavour to complete the submitted withdrawal request as soon as possible.

Thank you for your cooperation.

Kind Regards,

GrandClub Team

Dear Representative of GrandClub Casino!

I am very glad that after all this time, you finally verified my account.

I thought it would never end. I sent you my MIFINITY wallet transaction history three times (38 screenshots and PDF files), SKRILL wallet history twice (screenshots and PDF file), and JETON wallet transaction history more than five times.

And after 33 days of waiting for my money to be paid, endless requests for my e-wallet transaction histories, as well as an illegal request for my bank account details, I'm glad you finally verified my account!

Now, I hope you will return my money as soon as possible!

Dear MARKKKK, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Peter, thank you!

Now I'm going into waiting mode for my money. As soon as they arrive in my wallet I'll write about it here

so just now, literally 15 minutes ago, I finally received my 500 euros on my JETON wallet.

34 days passed, and dozens of emails, correspondence in the chat and now it's all over

I would like to express my deep gratitude to the site kasino-azov.org/ for your help in resolving my problem.

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

Dear MARKKKK,

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,

Peter