The player from Austria had a pending withdrawal since December 16th and only received requests for patience from chat support, despite their friendliness. The issue was resolved with the player's winnings being transferred successfully after further communication. The player confirmed that KYC verification had not been requested prior, and there had been no previous successful withdrawals. The Complaints Team marked the complaint as resolved and expressed appreciation for the player's cooperation.
GrandClub Casino - Player's withdrawal has been delayed.
Amount: €196
GrandClub Casino
Safety Index:HighSafety Index
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8.3
GrandClub Casino has a Safety Index of 8.3, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
The withdrawal has been pending since December 16th. The chat support is very friendly, but they always just ask for patience.
Automatic translation:
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2 months ago
Dear DiePartei,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 months ago
Translation
Have you ever made successful withdrawals? No
Could you please confirm that you have passed the KYC verification? It has not been requested yet, you cannot start the KYC process on your own
Have you accumulated your winnings with or without an active bonus? No
Best regards
Automatic translation:
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2 months ago
Dear DiePartei,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
