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,

[redacted by Casino Guru]

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.

Dear all,

thank you for the patience.

We can confirm that the customer has uploaded the requested document and it is currently being checked by our KYC department. Once there is update we will inform you accordingly.

It usually takes a few days but we have pushed them to check it as soon as possible.

We appreciate the understanding regarding the matter!

Best Regards,

Team GrandClub

Hello IrfanSabic,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Everyone,

My apologies for the delay in following up on this case due to a particularly busy period on our end.

Dear GrandClub Casino,

Thank you for your previous update.

As the latest information was provided around two weeks ago, I believe the necessary checks may have already been completed by now. Could you please share the current status of the player’s document verification and the subsequent payouts?

Thank you for your cooperation.

Dear Kubo,

Today I received a new reply from GrandClub. Again they insist that I upload the documents only through their verification system on the website.

The problem is that I have tried to upload multiple times, but the process is not working. The document uploads successfully, but after I click "Submit", the system takes me back to the beginning and asks me to upload the document again. As a result, I am unable to complete the verification through their site.

I have already informed them about this technical issue, and I have also sent the documents via email to show that I am fully cooperating and have no intention of avoiding verification.

Payments are still blocked, and I feel like the responsibility for the problem is being shifted to me even though the obstacle is technical in nature and beyond my control.

Can you tell me what this looks like from a Casino Guru perspective and what the best next steps would be to take?

Thanks for your help.

Kind regards,

[edited by Casino Guru]

Dear IrfanSabic,

we would like to invite you to provide video recording proof via email at support@grandclub.com of the verification issue so we can forward it to our relevant department. This way we can speed-up the process and resolve the issue.

Thank you in advance!

Best Regards,

Team GrandClub

Dear Sir/Madam,

I would like to inform you that today I sent a video of the verification problem to the email address support@grandclub.com , as requested by the casino representative.

Dear IrfanSabic,

Have you tried accessing the casino from a different device or internet browser? If so, did you encounter the same issue with the verification process there as well?

Also, did you have any browser extensions running during these attempts, such as an AdBlocker? If so, have you tried disabling them?

Thank you.

Dear Kubo,

I did not try to access the casino from another device. However, I tried using a different browser, namely Google Chrome, but I still encountered the same problem during the verification process.

I do not use AdBlocker or other browser extensions that could affect the operation of the site.

I would also like to inform you that I sent a video of the problem to your email address today. support@grandclub.com , as requested by the casino representative.

Kind regards,

[edited by Casino Guru]

Dear Kubo,

I would like to provide additional information. In the meantime, I tried to access my account and verify from another device, but the same problem still occurs.

I also tried using Google Chrome, but the result was the same. This makes me believe that the problem is not just related to my device or browser.

As I mentioned earlier, I sent a video of the problem today to support@grandclub.com so the casino can review the situation.

Kind regards,

[edited by Casino Guru]

Dear IrfanSabic,

Thank you for an additional information.

Dear GrandClub Casino,

Could you please confirm whether you have received the requested video from the player? If so, were you able to identify the reported issue?

Additionally, almost four weeks ago, you confirmed receipt of a document from the player. Could you please inform us of the outcome of your review of this document?

Thank you.

Dear all,

thank you for the patience.

We just wanted to let you know that our relevant department is currently checking the provided documents from the customer. Once there is update you will be informed as soon as possible.

We appreciate your understanding.

Best Regards,

Team GrandClub

Dear GrandClub Casino,

I am following up after one week, as I believe the review of the provided documents may have already been completed.

Could you please share an update on the current status of the case?

Thank you for your cooperation.

Dear all,

apologies for the late response.

We can now confirm that customer's account has been verified. He will be able to request withdrawals from now on.

We appreciate the understanding regarding the matter.

Best Regards,

Team GrandClub

Dear GrandClub Casino,

Thank you for the update.

Dear IrfanSabic,

Could you please let us know whether you have been able to request the withdrawal, and whether it went through successfully?

Thank you.

Dear Kubo,

Yes, I was able to successfully withdraw €1,000, and the withdrawal was processed successfully. Thank you for your assistance and for following up on my case.

Best regards,

[redacted by Casino Guru]

Dear IrfanSabic,

As the only issue preventing your withdrawal has now been addressed and resolved by the casino, I will proceed with marking this complaint as resolved in our system. We expect the remaining withdrawals to continue as usual. Closing the complaint at this stage also allows us to free the complaint slot for other players who require assistance.

If you encounter any further issues - for example, if the withdrawal process slows down significantly or stops entirely - please do not hesitate to contact us and request that the complaint be reopened.

Thank you for your cooperation.

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo