GrandWin Casino - general discussion

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I have been waiting for a GRANDWIN withdrawal of 1300 euros for 2 days. It still appears in pending withdrawals, and in the.chat they tell me that it is in the finance department and they do not give me any more information. They do not answer me by email, and no one has asked me for any document for verification. What can I do? Because I am very helpless, since no one answers me, and all this smells very bad to me.

Hello. I think you should calm down.

Sometimes it takes more than a few days to process the first withdrawals. Maybe the verification is not even necessary, but honestly - who knows? Give it a few more working days, or try to contact support instead of the chat operator, if this is possible.

I agree that this is not the safest place to play, find out more in the review.

Let me know how the withdrawal goes, please.

Good afternoon. I'm calm, thank you.

What makes me feel very helpless is that it's been 2 days and no one answers me, they don't answer my emails and I'm a little fed up with this situation, since I don't have any withdrawal problems at other betting houses.

It's been 3 days and the 1w00 euros still appear to cancel the refund. I haven't made any progress.

Good afternoon

They still haven't given any information from GRANDWIN?

Hi, I understand that it's certainly not pleasant to wait and when the casino doesn't give you any answer, it can be frustrating. But heads up it doesn't have to be the end of the world yet. 

Anyway, we'll see where your complaint goes and how it turns out in the end. Try to give it some time and be patient. Would that be possible ? 

If you have any new information, let me know. 

I think I've been patient since last Tuesday and there's still no response. Do you think it is normal? I want to know something

Honestly, it's not normal and this shouldn't happen to you in a decent casino. You shouldn't wait for a response for over a week. Have you tried to contact them this week again while you were waiting?

Good afternoon. Every day I talk to them they always give me the same answer. I speak through the chat and they tell me that they are reviewing the documentation, and that they are verifying it. I have sent about 6 messages and none have answered me. I no longer believe anything, and the worst thing is that I don't know what to do.

Please can you tell me what I can do? They told me that you were going to contact them.

Thank you

It's certainly not professional of a casino when you have to chase down the answer and you keep getting the same one over and over again. But you filed a complaint 6 days ago that you haven't received your money for two days. Regarding either withdrawal or account verification, you received a reply from Veronica that we give casinos 14 days to process such a request. I understand that this seems like a long time, but if nothing moves forward by then, we will try to help as best we can. I don't claim that this has to have a successful ending, but we will try to do everything we can to make sure it does. 

Try to keep a cool head and we'll see how it goes. 

I had this conversation yesterday in the chat.

Chat started on 19 Sep 2023, 04:36 PM (GMT+0)

(04:36:40)*** Manuel Alejandro Morales dominguez joined the chat ***(04:36:40)Manuel Alejandro Morales dominguez

Withdrawals

(04:36:42)GrandWin Info

Welcome to GrandWin customer service. An agent will assist you immediately.

(04:36:43)*** Alessandro joined the chat ***(04:36:48)Alessandro

Greetings for your contact, my friend Alessandro is happy to assist you.

(04:36:48)Alessandro

Hello, thank you for contacting us, my name is Alessandro and I will be happy to assist you today. (translated)

(04:36:49)Alessandro

To allow you to verify that you have read the title of the content, you will read the following details:

1) Name me help

2) Date of birth

3) Last deposit or import of the point

4) Indirizzo of residence

The ringrazio in advance!

(04:36:49)Alessandro

To allow us to verify that you are the owner of the gaming account, I would like to ask you to provide me with the following details:

1) username

2) Date of birth

3) Last deposit or bet amount

4) Residence address

Thanks in advance! (translated)

(04:36:55)Manuel Alejandro Morales Dominguez

(04:37:12)Manuel Alejandro Morales Dominguez

(04:37:16)Manuel Alejandro Morales Dominguez

(04:37:33)Manuel Alejandro Morales Dominguez

(04:37:52)Alessandro

La ringrazio per le corrette informazioni in what can be useful?

(04:37:52)Alessandro

Thanks for the correct information. How can I help you? (translated)

(04:38:08)Manuel Alejandro Morales Dominguez

I'm tired of you cutting off my conversation. I am saving all the conversations because they see the treatment you have with me

(04:39:07)Manuel Alejandro Morales Dominguez

I have been waiting for a withdrawal for more than 1 week and I am the same as the first day. I haven't made any progress, no one helps me, no one answers me and I don't know what else to do. I don't think I deserve that treatment.

(04:39:24)Alessandro

Noi non interrompiamo nessuna delle our chat Signor Manuel.

(04:39:24)Alessandro

We do not interrupt any of our talks Mr. Manuel. (translated)

(04:39:56)Manuel Alejandro Morales Dominguez

I want to know when my money is going to be deposited, and I want you to give me truthful information.

(04:40:23)Manuel Alejandro Morales Dominguez

You've been telling me for a week that you're working on it, I think you're kidding me

(04:40:31)Alessandro

Faro' il massimo per lei.

My day 3-4 minutes to check the status of the previous situation.

Thank you

(04:40:31)Alessandro

I will do the best I can for her.

Please give me 3-4 minutes to check the status of your withdrawal.

Thank you (translated)

(04:41:11)Manuel Alejandro Morales Dominguez

I know what you are going to tell me, that they are working on it and that they will contact me by email. I've had the same answer for a week

(04:44:29)Alessandro

Eccomi mi scuso per l'attesa.

(04:44:29)Alessandro

Here I am, sorry for the wait. (translated)

(04:45:45)Alessandro

I see that your request was processed on the 14th of this month.

The documents you sent are fine, so it's just a matter of time. (translated)

(04:46:15)Manuel Alejandro Morales Dominguez

And why don't they make the withdrawal now?

(04:46:53)Manuel Alejandro Morales Dominguez

What are you waiting for? Why don't you give me any information?

(04:49:50)Manuel Alejandro Morales Dominguez

At least you have given me a different answer than everyone else, telling me that everything is fine. From there, when the withdrawal occurs

(04:50:59)Alessandro

Withdrawal now sir is a request that goes through multiple departments and there are many requests at the moment.

We are sorry for the inconvenience but this is the procedure. (translated)

(04:51:09)Alessandro

Please note that withdrawal requests are handled by another department and since each request is reviewed individually, it may take some time to process. (translated)

(04:52:32)Manuel Alejandro Morales Dominguez

For some time, how much is it, is what I want to know, and why does my withdrawal continue to appear in pending withdrawals if it has already been approved?

(04:55:42)Alessandro

I didn't tell you that you were approved, Mr. Manuel, but that the documents you sent are fine and that your application is in process, which implies different times.

We apologize for the wait but as I already told you this is the procedure for all our clients.

(04:56:09)Alessandro

I hope I have been clear, Mr. Manuel.

Is there anything else I can do at this time? (translated)

(04:56:47)Manuel Alejandro Morales Dominguez

Nothing, what I'm still waiting for is my retirement, something I can't understand, and no one explains it to me.

(04:57:17)Manuel Alejandro Morales Dominguez

And above all, I sent emails and no one answered me.

What can I deduce from this conversation?

Oh man, you should never copy/paste the information from the chat like this. You just publicly share your name, date of birth, address, last deposit amount so if someone wanted to get into your casino account, they could just do it with all the info you gave them.

I already deleted all the sensitive data, but be careful next time!

Okay, but can someone tell me what the situation is with my withdrawal?

1. You will find this today in the chat. They cut me off and I don't know what to do anymore.
2. I am transcribing the entire chat I had today.
3. PLEASE TELL ME HOW I CAN PROCEED

Thanks for the correct information. (translated)Show original

Could you please bear with me for a moment? I'm going to check. (translated)Show original

It's enough to deceive me, I think I deserve an answer and that you pay me the money now

You will tell me that you are verifying, as you have been telling me for 8 days. Nobody answers me, nobody gives me a solution

seth

Look, I totally understand that it can be frustrating to have a late payment, but I kindly ask for your understanding as well, financial transactions are verified by a different department. (translated)Show original

It's been 8 days and you haven't given any response. Does it seem normal to you?

If it happened to you, what would you do?

I haven't made any progress after 8 days and none of you help me. I sent the documentation and no one even deigns to tell me if it arrived and if it's okay or anything.

Other betting houses in 2 hours you have the money. I've been here for 8 days and I don't know what's happening, I'm in the same situation.

seth

I see that our corresponding department is working on your case. Recently, we have many withdrawal requests and there may be delays due to this reason. We apologize for this and will do our best to review it as quickly as possible. (translated)Show original

I can leave them a note from you about your request. (translated)Show original

I will do everything I can to speed up the process! (translated)Show original

Lie. You've had the same answer for 8 days. Either you don't pass the request or they don't do anything

I want an answer now, if not, please send me someone or give me the information to file the corresponding claim or report.

You keep telling me the same thing and no one says anything

seth

Please understand that we are human too. We do our best to help. It can't even take a second, but I told my colleagues that you are a very important customer and the problem must be resolved immediately. (translated)Show original

Don't tell me things that aren't, I want an answer now.

More than 10 emails and you don't answer any of them, and here in chat the same automatic response is always

Either you give me an answer, or you give me the information for the corresponding claim or complaint

seth

Look, I understand your frustration, Manuel. (translated)Show original

I will tell them that you were applying for status and make sure everything is verified and executed accordingly in the closest possible timeframe. (translated)Show original

You don't understand it

Why don't you give me a deadline? You don't even give a deadline, probably because in the end you will keep the money and not pay it to me.

seth

As I said again, this request is handled by the relevant team. I will do everything I can to speed up the process! (translated)Show original

Lie, you have told me that same thing for 8 days and I am still in the same situation

Do you think this is normal?

Give me the company information for the corresponding claim or complaint

seth

I see the conversation going in circles. If you have questions about other topics, don't hesitate to ask; Otherwise, have a nice day. (translated)Show original

Is it normal that after 8 days and more than 10 emails no one has answered me? Is that serious on the part of a company? Does it seem normal to you that after 8 days I am in the same situation as the first day?

You can't imagine how much I regret having found this betting house.

Seth left the chat

Rate this chat

Well, I must say the chat operator is not eligible to provide detailed information on anything else aside from bonuses and rules. For the rest, there are usually specialized teams...

And yes - it sucks if you can't get a straight answer, and the casino is damaging its own efforts!

We can only hope the payment will get through soon because the complaint timer shows an additional 5 days until we step in.

I think it would be wise to play in casinos with a better safety index. 🤔

I think I understand both sides. I certainly wouldn't be excited if I didn't get any response from the casino in 8 days regarding my withdrawal. On the other hand, sending so many emails is probably not the greatest idea, although as I say, I understand that you want to get to your money. 

However, I think support is trying to be helpful, but if they keep telling you the same thing over and over again, it's hard to believe. Nevertheless, the casino has 14 days to resolve the withdrawal request, so if the casino keeps repeating the same thing within that period, your complaint will move on. 

I hate to say it, because I know it's difficult, but would it be possible to be patient for a while ? Although I don't want to make any promises, I firmly believe that everything will be sorted out and you will be happy in the end. Fingers crossed 🤞

Good afternoon, same situation. 8 days ago I started withdrawing 1300 euros. The next day, they asked me for documentation which I sent quickly. After 8 days here I'm still waiting and no one gives me an answer, just wait. I do not know what to do

I moved your post here since it is still about GrandWin Casino - not about Grandwin, I guess. Sometimes even a smaller detail counts. 🤔

Good afternoon, today they finally got in touch and they are going to transfer the money to me.

That's perfect. Finally it was worth the wait even though it was rather unpleasant. Would it be possible to let us know when the money reaches you ? 

Additionally, will you still be interested in playing in the casino if you know how long the withdrawals take ? 🙂