Casino Gran Madrid Online - general discussion

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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.