Casino Gran Madrid Online - general discussion

If you want to discuss anything related to Casino Gran Madrid Online, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Good evening at the Gran Madrid casino, a relative of mine had a €177 in his account and it disappeared from one day to the next. He was working, and he has not made these bets, please, in what way could we prove that he has not made those games until he left him without money?

Hi there.

It sounds like a very unpleasant situation. Has anyone else free access to your relative's phone or other devices by which playing in his name would be possible?

The problem is that players are responsible for their passwords, logins, and other personal data, the casino is not able to detect who holds the phone while bets are made.

I honestly do not know how to prove something has not happened - the main point is to prove how things have happened. Don't you think?

It would be best if the unlucky person join this conversation or forum personally. If something like that happened to me, I would certainly act on my own behalf personally.

Good afternoon, thank you for your advice. The question is that since I handle these situations better, I have been a member of casinoguro for years and I have more experience. I have decided to help him. It is you and he is him. Not everyone has the capacity or the courage to face these uncomfortable events. At the moment, they have given him a €30 bonus, so without further ado I have told him not to touch the account, that already makes me suspicious... Don't you think? We are here to help not to judge if I can ever help you I will be delighted

Thank you

Hello there.

I get your point, and I was going to suggest submitting a complaint as an act of providing help (https://casino.guru/complaints/create)

However it is crucial to point out you can't do that on someone else's behalf, you see?

If I may, consult this free possibility together and let me know whether it is possible for the player to undergo this. You are welcome to provide support of course, but we need the person to register, submit the complaint and communicate with us directly.

If you need further information, just ask me. I believe the complaint is currently the best way to deal with such a situation.

Regarding the bonus, it is pretty common that casinos to offer bonuses to players who recently lost their balance, a usual way to compensate those players for their bad luck.

Anyway, if you need further information, just ask me. I believe the complain is currently the best way to deal with such a situation.

Hello..my problem is with Gran Casino Madrid...my account is verified and it is the one from which I have won €340 playing roulette...on the website it tells me that to make the transfer to my account I do not have to do nothing more...and when requesting the transfer they tell me that I have to verify another account with which, according to them, I made a deposit...I have gone to the Santander bank, where that account is from so that they could see if I was a client of theirs a long time ago and I didn't remember and they tell me that I'm not in the database...and I don't know what to do I guess that account belongs to my ex-partner and by not verifying that it is mine...they don't give me my money??no I understand it because the account with which I made bizum is mine and it is already verified... let's see if you can tell me what to do... thank you

Hello there. Do you remember the last time you deposited money by using that account at this casino, perhaps?

Is this deposit associated with your winnings that you would like to withdraw?🤔

Scam in a large casino in Madrid. They block my account when I want to collect €6,000 for breaking the rules and making deposits from other people's bank accounts. They ask me for photos of the cards, handwritten letters, selfies with my ID, bank account certificates... I send everything and they only return €3,500. The remaining money in my balance, they say, has been decided by the corresponding department that it will not pay me, that it does not matter who I call or who I complain to, that it is a firm resolution. This is totally illegal. Scammers and thieves

Hello, I'm so sorry you got yourself into this situation. 

My question is, did you deposit from other people's accounts or cards than yours? That's a violation of the rules in any casino. Were you able to verify with the casino or not? 

Please let me know.

How is it possible that you give this gang of scammers an 8? They close your account when you win 5-6 bets in a row. As if that weren't enough, I had several long-term bets open and have been waiting over a week for the money I've legitimately won to be transferred. You try to complain and they just give you the runaround. All online casinos that suddenly and unexpectedly block your account when you win should have a 1.

Such things must first be proven that the casino was at fault in order to have the rating you would like. 

Anyway, from what you say, you bet on sports, right? Why did the casino block your account? 

If so, unfortunately this area is not for us to deal with, as we don't have the experts or the branch to handle it. 

I could give you a few links where you could complain and I hope they will be able to help you.

You can find them here:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope your situation will be resolved and you will get your money.

So you are accomplices.

How in what specific way, please? I explained that we do not solve complaints about sports betting. I don't see how we should be complicit.

I am not complaining. If you think I am complaining you should read again my message.

Well, I described the situation to you, that we cannot help from our side, and you wrote that we are also accomplices. 

It doesn't make much sense, so I wanted to know why that should be.

Good morning, I'd like to know if this has happened to anyone else and if they were able to resolve it.

On November 11th, playing Book of Ra bingo at Casino Gran Madrid, I won a prize of €630 in the free rounds. I got 40 free rounds and the prize kept increasing. The sequences I kept getting, like 5 books together and the beetle repeated 5 times, had never happened to me before.

In one of the last rounds, no longer free but with a balance, I got a play limit error and it kicked me out of the game, so the prize wasn't added to my balance.

This error has happened to me several times before, but not with such a high prize amount. Usually, the prize is credited to the account after a while, but not this time.

I have the game's round locators, but I don't want the game ID in the history.

And I didn't take screenshots, because I thought the prize would be charged later, like on other occasions.

It's a Novomatic game. I've spoken to them, but they can't fix it because they're only slot machine distributors and manufacturers. Does anyone have a phone number or email address for the supplier who could check the games? Is it possible that the casino isn't actually seeing the prize, but the supplier is?

The casino's customer service is terrible. I've contacted them and sent the tickets, and they don't even appear in my personal area. They don't answer the phone, and the chat doesn't work.

All the best

Hi, was the prize you won from the free spins credited to you normally? Do you have your game history available? That's something that could help clarify things and how the round ended. Without that, it would be difficult, but game providers definitely don't have the option to confiscate your winnings. Sometimes a round may be evaluated incorrectly or a technical error may occur, but I believe the casino would be able to communicate this to you.

That's why it's good that you went to our team to investigate and opened a complaint, even though it is currently under review.

I believe that this will be clarified and everything will be resolved.

No, I didn't receive it; it just froze. That's why I'm asking in the forum, to see if this has happened to anyone else. They wouldn't accept it here as a complaint since there's no proof, but I did see the prize. Then it said "error with the betting limit" and it wasn't credited to my balance.

The casino says she only won €32, but that didn't include the free spins, which is where the €630 was won.

They haven't even been able to review the games because they say I haven't provided them with the ID, since what appears in my history are the round locators. They told me they would pass the issue on to the provider, but then they said that since all I have are the locators and not the ID, they won't register the issue.

Oh, if you can't resolve this situation even with the help of the game history, then that's not good. 

In any case, when we talk about complaints, it's still under review. So you haven't received a rejection of your complaint from our team yet, right? I think that if it can be resolved somehow, they will definitely try and contact the casino.