The player from Germany had requested a total withdrawal of €1,500 over three transactions, starting on March 7th, but did not receive any payments after more than two weeks. He consistently received the same generic responses when he inquired about the delay. The Complaints Team attempted to gather more information to assist the player but received no response despite reminders and an extended deadline. Consequently, the complaint was closed due to the lack of communication.
GrandClub Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,500
GrandClub Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello,
I have requested a total of €1,500 for payment.
€500 on March 7th.
€500 on March 8th.
€500 on March 9th.
More than two weeks have now passed since the first payment was due. When you inquire, you always receive the same boilerplate response.
I don't understand how a payout can take so long.
I would like my money now.
Can you help me with that? That would be great!
Automatic translation:
Public
Public
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
Dear Arques,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Can you confirm that your KYC verification was completed?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 weeks ago
Dear Arques,
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.
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1 week ago
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,
Kristina
Casino.Guru
