The player from Spain had reported a delay in his withdrawal process from an online casino. Despite having his documents approved, his withdrawal had remained pending for over 15 days without any communication from the casino. After he reached out to the complaints team, the casino approved his withdrawal and he confirmed the receipt of his funds. The issue was then marked as resolved by the complaints team.
GrandWin Casino - Player’s withdrawal has been delayed.
Amount: €2,900
GrandWin Casino
Safety Index:LowSafety 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.
4.4
GrandWin Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello,
I made a withdrawal on September 4th, after sending all the required documentation and receiving an email a week ago that it was approved. However, my withdrawal is still PENDING and I have received no response from the relevant department or solutions from the chat.
I have been trying to resolve this issue without success for 15 days.
Automatic translation:
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1 year ago
Dear Londra.14,
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 post here a screenshot of your withdrawal history?
Have you accumulated 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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1 year ago
Translation
Hello,
I have not made any withdrawals before. They asked me for all the documentation and until a week later they did not confirm that everything was correct. This email below is the last communication from them a week ago;
The winnings have been without bonus.
"Dear Sergio,
Your documents' submission has been accepted, we are working on your withdrawal.
Please accept our apologies for the delay."
Yours,
Andrea D. | Pay-Outs Team
Automatic translation:
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1 year ago
Translation
Today it has been 16 days since I requested the withdrawal. The status of the withdrawal remains pending and after sending more than 20 emails, I still have no response from the casino.
What do you think I should do?
I have tried to find a phone number to contact them but I have not found anything and the chat support does not help, they only tell me that I should receive the money very very very soon.
Automatic translation:
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1 year ago
Translation
Hello,
They have just approved the withdrawal and the money is already in my account.
Thanks for your support.
Automatic translation:
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1 year ago
Dear Londra.14,
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,
Kristina
Casino.Guru
