The player from Germany faced repeated issues with withdrawals totaling €775 from Grandzbet, as his requests had been rejected or canceled without clear explanations. He had contacted support multiple times but received no satisfactory resolution, and his funds remained in his player account instead of being processed. We asked for more details about the payout status, possible withdrawal methods, and communication with the casino, and the complaint was then marked as resolved after he confirmed the issue had been settled.
Grandz Bet Casino - Player's withdrawal requests have been delayed.
Resolved
Our verdict
Case closed
Amount: €775
Grandz Bet Casino
Safety Index 6.2 Below averageCase summary
Discussion
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1 week ago
Translation
Complaint against Grandzbet – Repeated failed withdrawals of over €775
Subject: Repeated problems with withdrawal of a total of €775 at Grandzbet
Hello dear Casino Guru team,
I would like to file a complaint against the online casino Grandzbet, as there have been repeated problems with my withdrawals and I have not yet received a plausible explanation for this.
The total amount in question is €775.
Sequence
I initially requested two payouts:
€475 on August 26, 2026
€300 on August 28, 2026
According to Grandzbet support, the withdrawals were initially accepted or being processed. I was informed that processing could take up to ten business days and that there might be delays from the bank.
Later, however, I noticed that both withdrawals were displayed as "REJECTED" in the transaction history. The amounts were subsequently credited back to my player account.
Upon inquiry, support informed me that the payouts had been canceled by the responsible department. A system error was cited as a possible cause. However, I received no concrete and comprehensible explanation.
At the request of support, I subsequently submitted my C24 account statements for August and September. These were intended to prove that I had not received any payout during the relevant period.
After that, I was asked by support to request a new payout.
On September 9, 2026, I therefore requested another payment for the total amount of €775. The payment was initially displayed as being processed.
However, on September 16, 2026, I discovered that this amount had also been credited back to my player account. A successful payout therefore failed once again.
My questions and concerns
I request the Casino Guru team's assistance in clarifying the following points:
Why were my withdrawals repeatedly rejected or cancelled?
Is there actually a technical system error?
Why am I repeatedly asked to request new withdrawals even though the previous withdrawals were not processed successfully?
How can I ensure that the amount of €775 is actually paid into my bank account?
Why am I not receiving a concrete and comprehensible explanation for the recurring problems?
I simply want my existing balance paid out correctly. Despite contacting support multiple times, the problem has not yet been resolved.
I can confidentially provide the transaction number of the last payout to the Casino Guru team if required.
As evidence, I can submit, among other things, the following documents:
Screenshots of the original payouts of €475 and €300
Screenshots of the transactions displayed as "REJECTED"
Proof of the chargeback to my player account
Chat histories with Grandzbet support
Email correspondence with the casino
C24 bank statements as proof that no payment has been received
Screenshot of the failed withdrawal of €775.
I hope the Casino Guru team can help me resolve this issue.
Thank you in advance.
Best regards
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Public
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6 days ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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6 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grandz Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you requested new payouts from the casino? What is currently status of the money you have been trying to withdraw?
- Did the casino support recommend you use the same or an alternative payment method to withdraw?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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5 days ago
TranslationHello Tomas,
Thank you for your feedback. I would like to explain the process in detail once again:
Initially, I had requested the following payouts:
€475 on August 26, 2026
€300 on August 28, 2026
Both withdrawals were initially displayed as "ACCEPTED". After about ten days, the casino asked me to submit my C24 bank statements to prove that I had not received the money. I complied with this request. Subsequently, the withdrawals were canceled and the amounts credited back to my player account.
Support informed me that there had been a technical problem or system error and that I should request the payout again.
On September 9, 2026, I therefore requested another withdrawal of €775. This withdrawal was also initially displayed as "ACCEPTED". Later, however, the amount was credited back to my player account.
After that, I was asked again to request the payout.
On September 16, 2026, at 9:48 PM, I therefore requested another payment of €775. This payment is currently "PENDING" and has not yet been transferred to my C24 account.
I use a bank transfer to my C24 account.
I was not offered an alternative payment method.
I can provide you with all communication with Grandzbet, including screenshots, live chats, and bank statement evidence. Of particular relevance is the email dated September 16, 2026, in which Grandzbet itself confirms that the withdrawal was automatically canceled due to an "unexpected technical problem."
Thank you for your support.
Best regards
Lars
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4 days ago
TranslationHello Tomas,
Another update regarding my complaint: Grandzbet has confirmed again in today's live chat that my case has been forwarded to the responsible team and will be processed as a "priority".
I was informed again that I would receive confirmation by email after the exam was completed, along with information about the next steps. However, I was promised such an email several days ago and have not yet received it.
The payment of €775 from September 16, 2026 is still pending.
I have attached a screenshot of the current chat.
Best regards
Lars
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3 days ago
TranslationThe money arrived today, thank you anyway for your efforts.
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Lars93x,
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,
Tomas
