The player from Switzerland reported that he had three pending withdrawals totaling CHF 1,500, which he had requested two weeks earlier and which remained unprocessed. Despite confirming with support that his account was in good standing and no further verification was needed, he had not received a clear explanation for the delay. The player had submitted all required identification and payment method documents, including selfies, but his account remained unverified and blocked. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. The complaint was closed following the player's confirmation of resolution.
GrandClub Casino - Player's withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: 12,500 CHF
GrandClub Casino
Safety Index 8.6 HighCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru
I would like to bring to your attention a situation that is causing me concern regarding my pending withdrawals.
On May 29, I requested an initial withdrawal of CHF 500. In the following days, I made two more withdrawals of CHF 500 each, for a total of CHF 1,500, within the limits set by the platform.
To date, however, all three withdrawals are still being processed and have not been approved or credited.
Over the past few weeks, I've contacted support several times via email, but the response has always been the same: that the withdrawals are still being processed, queued for processing, along with an apology for the delay. Unfortunately, to date, I haven't received any concrete explanation as to the cause of this prolonged delay.
I would also like to clarify that I also contacted the support chat to see if any further verification or KYC procedures were necessary. They confirmed that my account is in good standing, that no further documents or verifications are required, and that everything has already been approved. Therefore, from what I've been informed, I'm simply waiting for the requested withdrawals to be processed and paid.
For this reason, I kindly ask you to review my case and provide me with more detailed information on the status of my withdrawals and the expected payment times.
Should further documentation or any other information be required from me, I remain fully available to collaborate and provide you with everything you need as quickly as possible.
I trust in your help and in a quick resolution to the situation.
Thanking you in advance for your attention, I look forward to hearing from you.
Best regards,
Domenico B.
Edited by a Casino Guru admin
Automatic translation:
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you sent any identity documents to the casino for the KYC verification?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 weeks ago
TranslationDear Veronica
Thank you for your message.
I've never successfully made a withdrawal at your casino. I'm a new customer and this is my first time requesting a withdrawal.
- Regarding the KYC verification, I was asked for the necessary documentation just today. I'm currently gathering and submitting all the required documents.
- Regarding the bonus, I confirm that I have accepted and used the 200% Welcome Bonus offered upon registration. I would also like to clarify that the bonus requirements have been successfully met and that the bonus has already expired. The casino system has allowed withdrawal requests to be submitted, confirming that the bonus has been successfully completed. As you know, if a bonus is still active or the related requirements have not been met, it would not be possible to request a withdrawal.
- My account is currently still under review. However, my withdrawal requests have been pending for over two weeks.
I would like to emphasize that I am fully cooperating with the verification process and will provide all requested documentation as soon as possible.
Thanking you in advance for your cooperation, I look forward to hearing from you.
Automatic translation:
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2 weeks ago
Thank you for your response.
- Could you please specify which documents you have submitted for verification so far?
- When exactly did you upload the most recent document to the casino?
- Are there any documents in your account that are still pending verification?
- When was the last time the casino customer support communicated with you, either regarding the verification process or the payment of your winnings?
Thank you in advance for your cooperation.
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2 weeks ago
TranslationDear Veronika
I have already submitted all the requested documentation. Due to technical issues with the document upload area in my account, I sent all the documentation via email. Specifically, I provided:
- the required identification documents;
- documentation relating to payment methods;
- a selfie holding your ID;
- a selfie with a device that displays my open gaming account, as per your instructions.
I was confirmed that all the necessary documentation was received correctly. However, to date, my account is still unverified and blocked with the status I've attached in the image.
It's now been over two weeks since the initial request for documentation verification and almost a week since all the required documents were submitted. Therefore, I would appreciate it if you could provide me with an update on the status of my application and the expected timeline for completing the verification.
I look forward to hearing from you.
Automatic translation:
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1 week ago
Before we proceed with the investigation, please forward me the most recent communication between you and the casino customer support regarding the verification of your account, along with the documents that you sent to the casino for the KYC process at veronika.f@casino.guru. I appreciate your patience and cooperation.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dome9999,
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,
Veronika
