GrandClub Casino - Player's withdrawal is delayed.

Withdrawal amount: 40,000"

"Verification completed / documents submitted multiple times"

"Casino claims withdrawals are blocked by operator without providing any proof"

"No timeframe or explanation given for over 30 days"

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Dear IrfanSabic,

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 fully understand the situation.

• Do you have access to your casino account?
• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?

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,

Jean

Dear Jean,

Thank you for your message.

Yes, I still have access to my casino account. I have made successful withdrawals before, but only smaller amounts, and there were no issues at that time. Also, I would like to clarify that my winnings were not accumulated using any active bonus.

Yes, I still have access to my casino account. I have made successful withdrawals before, but only smaller amounts, and there were no issues at that time. Also, I would like to clarify that my winnings were not accumulated using any active bonus.

The casino has informed me that I will be notified soon regarding the confirmation of my documents, but this process has already been taking too long.

Please let me know if you need any additional information.

Best regards,

Irfan

Thank you for your reply.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Can you tell me the timeline of events: the date you requested the withdrawal, the date when casino asked you to verify your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Please forward any relevant communication between you and the casino and send it to jean.s@casino.guru.

Thank you in advance for your cooperation.

Dear Sir/Madam,

Thank you for your reply.

Games played:

I mainly played slot games. I did not focus on sports betting. Most of my activity was on slots, with occasional use of other casino games.

Timeline of events:

I requested my first withdrawal approximately one month ago.

Shortly after that, the casino asked me to verify my account.

I submitted the requested documents, but they kept asking for additional documents multiple times.

Each time I provided everything they requested as quickly as possible.

Recently, I received confirmation from the casino that my account verification has been successfully completed.

However, my withdrawals are still pending and have not been processed.

Documents provided:

I have submitted all requested documents, including:

ID (personal identification document)

Payment cards used for deposits

Proof of address / bank statement

Proof of income (salary slip/work contract, if required)

The last documents were submitted recently, and I have now been informed that verification is completed.

Communication:

I will forward all relevant email communication and screenshots between me and the casino to the provided email address.

I would like to emphasize that I have fully cooperated with the casino at all times and provided every document they requested. Despite this, my withdrawals have been pending for a long time (around one month), which I believe is unreasonable.

Thank you for your assistance.

Kind regards,

[redacted by Casino Guru]

Dear Sir/Madam,

Thank you for your reply.

Games played:

I mainly played slot games. I did not focus on sports betting. Most of my activity was on slots.

Timeline of events:

I have previously made successful withdrawals from this casino last year (around August–September), without any issues.

After my recent larger win, I requested a withdrawal approximately one month ago.

Following this request, the casino asked me to verify my account.

I submitted all requested documents, but they repeatedly asked for additional documents several times.

I always provided everything as quickly as possible.

Recently, I received confirmation from the casino that my account verification has been successfully completed.

However, despite this, my withdrawals are still pending and have not been processed.

Documents provided:

I have submitted all requested documents, including:

ID (personal identification document)

Payment cards used for deposits

Proof of address / bank statement

Proof of income (salary slip/work contract, if required)

The last documents were submitted recently, and I have now been informed that verification is completed.

Communication:

I will forward all relevant email communication and screenshots between me and the casino to the provided email address.

I would like to emphasize that I have fully cooperated at all times. I have already been paid by this casino in the past, but now after a larger win, the process is significantly delayed (around one month), which I consider unreasonable.

Thank you for your assistance.

Kind regards,

[redacted by Casino Guru]

I would like to update my complaint.

The casino has once again requested documents that I have already submitted previously. This is now repeating, and it seems like unnecessary delay.

What is even more concerning is that I have already received an email from the casino confirming that my account verification was successfully completed.

However, despite this confirmation:

they are asking again for almost the same documents

my account still shows documents under review

my withdrawals remain pending

This is a clear contradiction and creates serious concern that the process is being intentionally delayed.

I have fully cooperated and provided all requested documents multiple times. At this point, I kindly ask for your assistance in clarifying:

why verification was marked as completed, but is now being repeated

what exactly is still missing, if anything

when my withdrawals will be processed

Thank you for your help.

Dear IrfanSabic,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean Susor

Thank you very much and I am at your disposal.

Dear IrfanSabic,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from GrandClub Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear GrandClub Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear all,

thank you for contacting us!

We have already contacted the relevant department that deals with verifications and can confirm that they are checking the case. Once there is update we will inform you accordingly.

We appreciate the understanding!

Best Regards,

Team GrandClub

Dear GrandClub Casino,

It has been a week since your last correspondence, and I wanted to kindly inquire if there have been any updates from the relevant department concerning the issue we discussed.

Thank you for your attention to this matter.

Dear all,

apologies for the delayed answer.

As we can see the customer's withdrawals are blocked because of pending verification. We are currently expecting him to upload the valid ID of card ***4620 holder. The one we currently have is expired already. After all documents are correctly uploaded and reviewed by our relevant department the customer will be able to proceed with the withdrawal requests.

Thank you for the understanding!

Best Regards,

Team GrandClub

Dear GrandClub Team,

I have just sent the document you requested for the card holder of card ***4620.

I apologize for the delay and thank you for your patience.

Please let me know if anything else is needed.

[redacted by Casino Guru]

Dear GrandClub Casino,

I would like to kindly request confirmation of the receipt of the documents submitted by the player. Additionally, could you please provide an estimate of the duration for the verification process?

Thank you for your attention to this matter.