The player from Germany had deposited 40€ and increased his balance to 3000€, with 1500€ in his account and three pending 500€ withdrawal requests. Despite completing the verification process and uploading all required documents, he faced issues with an empty document upload section and had not received further communication from the support team. We advised the player to clear his cookies, cache, and browser history, and to contact support again. Eventually, the player received all his winnings totaling 3000€, and the complaint was marked as resolved.
GrandClub Casino - Player’s withdrawals have been delayed due to verification issues.
Amount: €3,000
GrandClub Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
GrandClub Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Dear CasinoGuru Team,
I deposited 40€ at this casino using the First Deposit Bonus of 100%.
After completing the wagering requirements for the bonus, I had nearly 650€, and then I continued to play with real money and increased my balance to 3000€.
Each day, I was able to request a withdrawal of 500€. Currently, I have 1500€ in my player account and three withdrawal requests of 500€ each. Since these withdrawals have not been processed yet, I cannot request any additional withdrawals.
Apparently, three is the maximum number of withdrawals allowed at a time, and I have to wait until the first 500€ appears in my Mifinity E-Wallet before I can request the next withdrawal.
Here’s my complaint: During the verification process, I uploaded all my information correctly, and each item was confirmed as verified. However, once verified, each document was removed, which seems quite strange.
After all my documents were confirmed, another screenshot appeared indicating that I needed to verify something else, even though a support representative had told me that everything was already verified.
The most ridiculous part is that when I click on verification now, it tells me to upload something at the bottom, but there are no links like before – the section is completely empty, so I cannot upload anything!
For your information:
- I uploaded my bank statement from last month as a PDF
- ID card front and back
- A selfie with the casino visible in the background
- Mifinity personal details, address, email address, and E-wallet number
- Mifinity transaction history as a PDF covering 30 days
All five items were uploaded correctly. The support team said they would contact me via email, but I haven’t heard anything yet.
I’m wondering where all my data has gone and how I can get verified again if they are misleading me by showing an empty document upload section.
Attached are all the screenshots.
Please, CasinoGuru Team, help me..
Automatic translation:
Public
Public
3 months ago
Dear SweedMusic,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
How long have you been having trouble with the verification section of your casino profile? Have you attempted clearing your cookies, cache, and browser history, and then logging out and back into your account from a different browser or device?
What was the suggestion of customer support when you notified them of the problems you have been experiencing?
When exactly was your casino account successfully verified?
When did you submit your withdrawal requests?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Sensitive attachment
Sensitive attachment
3 months ago
Translation
Hello Veronika,
First of all, thank you for the quick response. I've tried everything, deleted my history. This casino has been telling me since yesterday that they will contact me via email, but there is still an empty window during verification where I can't upload anything.
The problem is that, as you can see in the screenshots, I am actually completely verified, which was also confirmed to me by one of the employees
Now all my data has been deleted & I don't even have the chance to upload anything again, so I have no chance of receiving my payouts from 30.07, 31.07, 01.08 & I can't pay out the other 1500€ either because the other three have not been paid out yet because my verification is blocked
I'm slowly getting fed up with live support. This support wants to manipulate my verification so that I'll probably lose everything in the hope of getting help from them.
My account was completely confirmed and verified yesterday as one employee told me, now the other employee says that I am not verified even though everything has been confirmed
He also refuses to send me the KYC email, this email that he gives me is from the normal live support, I have not received any response yet
I ask you, Casinoguru team, to report this casino here, because then something will happen sooner..
Automatic translation:
Public
Public
3 months ago
Translation
There is still an empty file in my profile that doesn't allow me to withdraw money, I haven't received any emails from support to date and in live support I always get the same answer - please help urgently..
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Translation
After asking 1000 times, it seems that account verification is no longer necessary, even though I have verified myself
At least I have received my first 500€, I ask you to leave this complaint open until I have received all my money, thank you very much!
Automatic translation:
Public
Public
3 months ago
Thank you for keeping me updated. I'm glad that you have received your first €500. Please let me know when you receive the rest of your winnings.
Public
Public
3 months ago
Translation
I have now received 2500€, waiting for the last payment, thanks(:
Automatic translation:
Public
Public
3 months ago
Translation
Money received in full, case can be closed
Thank you(:
Edited
Automatic translation:
Public
Public
3 months ago
Dear SweedMusic,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
