Grand Eagle Casino - Player’s struggling to complete account verification.

I spent my money and won 105 dollars, I lost documents for verification and I was not paid the amount won, they canceled it, I loaded it from my bank card and I won, I wrote many times but they didn't answer me

Dear Pavlina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Pavlina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Sorry, Pavlina, but the screenshots are too blurry to be of any help. Could you please advise if you have withdrawn any winnings from this casino in the past?

Hello, I did not withdraw, IN October 2018 I still won $ 267, after making a deposit from my card, but after sending the verification documents I had no answer again and my profit was canceled. Whenever I request a withdrawal, they send me an email about what documents to send, I send them and after that I do not receive any answer, and the winnings are canceled and no matter how many times I write, I do not receive a reply.

Just a short recap before we'll contact the casino and ask for their assistance. Could you please confirm that you have accumulated our winnings from a real money deposit (without any bonus)? How many days ago you have requested the withdrawal?

Hello, yes, the profits are after a deposit from the yeast side with real money.

The last isaken for withdrawal is from March 1, 2021.

Thank you very much, Pavlina, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Pavlina,

I looked at your complaint and will do my best to help you. I would like to invite Grand Eagle Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Thank you very much!

We would like to ask the Grand Eagle Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.