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Hello, I've been waiting since September 25th for my money to be paid out. I've sent all the requested documents and they are correct. I've been waiting for my withdrawal now for 9 days, I've spoken with the 24-hour chat support and they tell me to wait due to high withdrawal traffic. What should I do? Is it normal for the payment to take this long? Should I take action? I am attaching a photo of the withdrawal.

Hola, llevo desde el 25 de septiembre para que me paguen mi dinero, envié todos los documentos que me pidieron y están correctos. Son ya 9 días los que llevo esperando por la retirada, hablo con el chat 24h y me dicen que espere que hay tráfico de retiradas, que debo hacer, es normal que tarden tanto en pagarme? O debo actuar ? Adjunto foto de la retirada

Hello madeinlanzarote89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GrandWin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good morning, yes, I sent all the documentation on Tuesday, September 26, they replied that it was fine, the money was real, I did not use any bonus to play, in fact it appears in my balance account, not as a bonus. I spoke yesterday via LIVE chat and they told me that the finance team is working and they will resolve it as soon as possible, but it seems like a long time to me. Thanks for helping

Buenos días, si, envié toda la documentación el martes 26 de septiembre, me contestaron que estaba bien, el dinero era real no utilice ningún bono para jugar, es más me sale en la cuenta de saldo no de bono. Hablé ayer por LIVE chat y me dijeron que el equipo de finanzas está trabajando que lo resolverán cuanto antes, pero me parece mucho tiempo el que está tardando. Gracias por ayudarme

Hello, the 14 days of verification that I sent on September 26 have passed. What I do ? Do you know if this casino takes that long to pay out? From the chat they guarantee 100% payment

Hola, se han cumplido los 14 días de verificación que envié el 26 de septiembre. Que hago ? Saben si este casino tarda tanto en pagar? Desde el chat me aseguran 100% el pago

Thank you madeinlanzarote89 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you madeinlanzarote89 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GrandWin Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you, I don't understand such a delay, this has never happened to me before.

Gracias, no entiendo tanta tardanza, nunca me había pasado esto

Dear Peter and madeinlanzarote89,

Thank you for reaching us with this case.

We have investigated the account in question and would like to inform your that the withdrawal was successfully paid out a few days ago.

Kind Regards,

GrandWin Casino

Thank you very much for the update. Dear madeinlanzarote89, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

They have paid me my money. Thanks for the help

Me han pagado mi dinero. Gracias por la ayuda

Dear madeinlanzarote89,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter