The player from Austria has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player stopped responding to our questions and comments, so we rejected the complaint.
GrandWin Casino - Player claims that payment has been delayed.
Amount: €4,500
GrandWin Casino
Safety Index:Below averageSafety Index
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5.9
GrandWin Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I am not receiving any information on the status of the payout. I am not receiving any responses in the chat and also to any emails that I have sent.
Automatic translation:
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1 year ago
Dear burtscher.wolfgang,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Good day!
My withdrawal has still not been processed by the casino. I only received one response to all of my emails and chats. I have attached these below:
"Dear Ms./Mr. B.,
Thank you for contacting us.
We would like to inform you that your current withdrawal request is being processed.
Please note that withdrawal requests are processed by a different department and since each of these requests is checked individually, processing may take some time.
In this regard, I recommend that you keep an eye on your mailbox because if there is an update or more information is needed regarding your withdrawal request, my colleagues will contact you there.
We thank you for your understanding!
Best regards,
Jay | Customer service"
To date my withdrawal is still being processed and I have not received a useful response from the casino. The 14 day period expires tomorrow.
I request assistance.
Thanks a lot for your efforts.
WB
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Translation
Good day!
the case can be closed. I called the casino and told you I had turned the case over to you. The money was then transferred.
Thanks for the support
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1 year ago
Thank you for the information. Do I understand correctly that you received your money?
