Grande Vegas Casino - The player struggles to withdraw his winnings.

I found out that there is a bonus in an advertisement of the site and as always and as in all sites, I thought it was a scam because no deposit bonuses are never paid by casinos for some excuse. I thought it was different here, but that's not the case. When you make a profit, the site sends you to a false identity confirmation. This identity confirmation takes an average of 7 days, then you get a message that your identity information has been rejected. And remember, the live agent is saying there is no problem with your documents. So what I'm saying is, stay away from casinos that take various forms in order not to pay $170.

Hello avztemeleqi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Grande Vegas Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick, about 7-8 days ago I sent my documents in full. Although my documents were government-issued documents showing my address, they were rejected and asked for a bank statement. So I re-sent the bank statement and they told me they will start this process again and it will take 7-8 days again. In other words, if we do not count the holidays, I have to wait an average of 15-20 days in total, even not counting the New Year's holiday. Paying $170 shouldn't be this hard I just resubmitted my documents yesterday.

Hello avztemeleqi,

The standard processing time of verification is about 14 days but might be longer now due the holidays. Once it's done you won't have to worry about the verification anymore so will be faster to withdraw in the future. However as we are over the recommended time frame, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello avztemeleqi,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Grande Vegas Casino to join the conversation.

Dear Grande Vegas Casino,

Can you please provide more information regarding the player's long withdrawal delay?

We would like to ask the 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’ which may negatively affect its rating.

Nah they're scammer don't need any response

Hi there,

The player's documents were accepted and the cashout process will continue.

Thank you for the response Grande Vegas Casino.

Dear avztemeleqi,

As Grande Vegas Casino mentioned all your documents were accepted, so hopefully, your withdrawal will be successful. Let me know once you receive the funds, please.

Dear avztemeleqi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear avztemeleqi,

Although it seems as though this issue has been resolved, as we haven't received a further response from you to confirm this, we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal