The player from Spain filed a complaint against GrandWin Casino for an unjustified non-payment of his €4,400 withdrawal requested on July 21. Despite multiple contacts with customer service for over two weeks, he had not received his payment or a clear explanation for the delay, even after requesting account closure prior to the withdrawal. The issue was resolved, and the player confirmed the resolution by marking the complaint as resolved. The Complaints Team acknowledged the resolution and expressed gratitude for the player's cooperation.
GrandWin Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €4,400
GrandWin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
I am contacting you to file a formal complaint against GrandWin Casino for an unjustified non-payment.
On July 21, 2025, I requested a withdrawal of €4,400 from my verified account. Since then, more than two weeks have passed, and I have not received the payment or a specific explanation as to why it was delayed.
It's important to note that days before making the withdrawal request, I specifically requested the closure of my account, but the casino didn't respond to my request in a timely manner, and the account remained active. It was during this period, outside of regular use of the service, that I received the winnings and requested the withdrawal.
Since July 21, I have contacted customer service multiple times via chat, but only receive vague, evasive, or automated responses. Despite meeting all verification requirements, I have not received any solution or clear commitment to pay.
They tell me that the status is in process since the 28th and that the amount has been sent since that date. They have asked me for all the bank transactions and I still have no response.
Automatic translation:
Public
Public
7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with GrandWin Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- What was the reason you decided to close your account, please?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Podocodo,
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,
Katarina
