GrandWin Casino - Pelaajan kotiutuspyyntö on viivästynyt eikä siihen vastata.

Hello

Sigh

I am a loyal costumer of them ( and their company New Era by sister casinos)

After 12 attempts:

They refuse answer me via live chat .

They refuse me answer my emails.

And this since 6 days.

Normally they answer immediately so i know there is something wrong.

Technical problems or a trick of treatment. I guess number 2.

I send them all the proves via screenshots.

The issue: I have 35€. In account. Avaible for WITHDRAWEL. ( Deposit mount is wagered 5x)

When i ask a WITHDRAWE Request, its return to my account ( after 15 minutes ) WITHOUT information about REJECT or Canceled.

Not 1 time, but 25 attemps. Really frustrating. Never saw this. Normally you get status 'rejected ' then but they handle as nothings happen.

Its strange because in the past i did normal WITHDRAWELS here ( always little amount)

I read also a lot complaints about this casino, but Okay, this happens with all company's.

Ok, its only 35€ but due my muscles disease its stress for me and its not the first time i am victem of scam casinos.

Help me.

Contact them fast. Thats all i ask.

I want the fast my 35€.

I will Share you 1 example because i am so tired and my phone has 500 screenshots, also from other problems with other casinos.

Kind regards

[Redacted]

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.

Dear PL_User2025,

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,

Attila

Hello.

Please ...

You read my message?

I guess not ...

Thats a copy paste answer ....

I dont need to wait because THERE IS NO PENDING WITHDRAWEL. 😉😉😁😁

I said: ITS automatic after 15 minutes " canceled" ( without the status of canceled or rejected in the transaction list )

I have you screenshots.

There is a TECHNICAL error. Or they TREAT me.

And they dont respons via no way

This is what i wrote you .

I had 27 attempts in 6 days

This is NOT normal.

And yes everything is fine. KYC + i had previous WITHDRAWELS + its Real money

Contact them. I have muscles Disease.

I dont sleep

Thanks for understanding

[Redacted]

Read correct what i say

Please contact them 🙏

Also when i send them after for close my account ( for attention?) they not response in any way....

[Redacted]

Dear PL_User2025, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it still automatically getting rejected?

Thank you for your patience and cooperation

Best regards,

Attila

Hello

Please...

The problem is not by me.

Also my deposit was 5x wagered correct, confirmed by support week ago.

Believe me. The COMPLAINTS in Trustpilot says enough.

I used bank transfer for deposit and withdrawel....

Always the same yes 😉

I did 3 little WITHDRAWELS from 40€, always processed in 2 days. 😉

Of course, same situation. As i feel it.

Its clear they treating me. (Or technical error but i dont believe that)

IFF I TRY ASK WITHDRAWEL, its after 15 minutes CANCELED ( without the notification)

Never seen this.

Also last days i asked for close account. Via chat and email no response.

Poor gangsters they are. And this only for 35€

Regards

[Redacted]

Hello PL_User2025,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

🤦🤦🤦🤦🤦

Dear PL_User2025,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello PL_User2025,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GrandWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

They still not answered my emails.

Unbelievable.

Regards.

Sam