The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After we intervened and contacted the casino, it was confirmed that her withdrawal had been processed, and she received her funds shortly thereafter. The player had expressed initial skepticism but later noted that subsequent withdrawals were processed quickly. The case was marked as resolved, and the player confirmed satisfaction with the outcome.
GrandClub Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €80
GrandClub Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Unfortunately, I can't get anything done at this casino myself. It's only 80 euros, but when problems arise even with such small amounts... I've asked in the live chat every day when my winnings will be paid out. The customer service "reviews" my withdrawal request each time. They keep making me wait longer and longer in the chat, saying there have been delays, that everything has already been forwarded to the finance department, and that I should be patient. It's always the same standard texts, word for word. I've tried several casinos since January 2025. Most are very reputable, and payouts usually arrive between 3-5 days. I hope to find help here in this case as well, because it's not right how these casinos are handled and how customers are led by the nose. I've deposited at this casino several times, but haven't won anything before.
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10 months ago
Dear Gardenias.Garden,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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10 months ago
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I'm holding out hope for nothing more here at the Grand Club Casino. Perhaps the two casinos that aren't paying me my winnings belong together, because all the others are paying out quickly. It's unbelievable and should normally be made public. In my opinion, this is fraud.
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9 months ago
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So, let's see what's going on here. I think I'm probably in the wrong place. Here's the latest chat conversation:
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9 months ago
Dear Gardenias.Garden,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
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Hello. No. I still haven't received the money. I'm constantly being told to be patient. Tell me, how do you help people who seek help with such matters on your site? I thought you might contact the casino? Attached are the most recent screenshots of the last chat with the casino.
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9 months ago
Thank you Gardenias.Garden for all the information provided so far. I will now forward your complaint to my colleague Jana ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
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Yes, it would be nice to get some help. Have you not contacted this casino?
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9 months ago
Dear Gardenias.Garden,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite GrandClub Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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9 months ago
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Yes, thank you. I just spoke to the live chat myself. It's always the same thing. They tell me I don't have to worry about my money. Just keep being patient, etc. Yesterday, they told me I would get my money today, a business day. They're saying something. I'm really angry now. I don't like it when people try to rip me off.
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9 months ago
Dear Dominique,
We would kindly like to apologize for the delay of your withdrawal. Be assured that we forwarded your request, which will be processed in the nearest time. We are deeply sorry for any inconvenience and thank your for your patience.
Kind regards,
GrandClub Casino Team
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9 months ago
Dear Dominique,
We would kindly like to inform you, that your withdrawal has been completed and should reach your Bank Account in the nearest time.
Thank you for your cooperation and patience.
Kind regards,
GrandClub Casino Team
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9 months ago
Dear Gardenias.Garden,
please keep us updated when you receive your funds.
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9 months ago
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I received the money immediately after the casino's response. However, I wouldn't play there again.
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9 months ago
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I'm giving the casino another chance. I just deposited and stopped at €20 in winnings. (First, to see if the withdrawal process is faster now.) Sorry, I'm getting a little skeptical.
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9 months ago
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UPDATE: The casino paid out quickly this time. I think I'll continue playing here. Everything would have been better if the casino had even just once explained the reason for the previously delayed payout. I certainly would have been understanding. The case has been resolved and can be closed.
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9 months ago
Dear Gardenias.Garden,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
