GrandWin Casino - Player is dealing with delayed payout and unable to set limits.

Ich warte seit nun mehr als einer woche auf eine auszahlung. Ich würde gerne ein Limit auf meinem Konto setzen oder mein Konto für eine gewisse Zeit einfrieren jedoch besteht keine Möglichkeit Limits zu setzen.

Zudem werden immer mehr Dokumente angefordert für die Kontoverifizierung. Die Auszahlung wird systematisch hinausgezögert damit die Kunden das gesamte Geld wieder verspielen

Dear Rbuchs,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru or post screenshots here

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,

Tomas

Dear Raphael,

Please note that the document must be issued from official notary with stamp and signature.

Afterwards, send a photograph of that document as a reply to this e-mail.

Thank you for your cooperation in advance!

Best regards,

Miles G. | KYC Team

Ich habe heute extra ein neues Dokument anfertigen lassen und ihnen per email geschikt. Der Stempel und das Datum sind ersichtlich. Mit diesem Dokument habe ich auch schon eine Hypothek gemacht. Offizieller geht es nicht

Has the casino completed your verification and processed your withdrawal yet?

Please let me know about any developments.

Dear Tomas,

Thank you for reaching out to us.

We can confirm that the player cancelled his withdrawals multiple times while our relevant department was reviewing the requested from him documentation. As it stands, the account doesn’t have any pending withdrawals.

Kind regards,

GrandWin Casino Team

Dear Rbuchs,

please let me know if the information from the casino is accurate and whether you need further assistance.

I'll wait for your reply.

Dear Rbuchs,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.