The player from Portugal had had a pending withdrawal request at GrandWin Casino since November 28. Despite having provided the necessary documents and having had their identity validated, their request had remained unprocessed. The player had sent multiple emails to the finance department, but had received no response. After two weeks of waiting and multiple interactions with the casino's chat service, the player had been informed by the finance department that their withdrawal had been processed. However, due to a technical error, the withdrawal had been cancelled and the player had been advised to submit a new request. Eventually, the player had opted for a bank transfer and after providing proof of their bank account, they had received their winnings. The case had been successfully resolved and the player had received their funds.
GrandWin Casino - Player's withdrawal has been delayed.
Amount: €5,000
GrandWin Casino
Safety Index:LowCase closed
RESOLVED
Case summary
Good morning,
I have a pending withdrawal request on this Casino site (Grandwin Casino) since November 28. The finance department contacted me for the necessary documentation, I sent everything and despite all the documentation being correct and my identity validated, my withdrawal request is still pending.
When I contact the chat, I am informed that the relevant department will process the withdrawal request as quickly as possible, but everything remains the same. The request is still pending and is not approved. I have sent over ten emails to the finance department without ever receiving a response.
The winnings were won without bonuses.
Could you please help me? It's been almost a week since I made the withdrawal request.
Thank you,
Dear patesteves91,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Good morning,
It's been more than a week since I made the withdrawal request and everything is still the same.
After contacting the chat available on the website, I am informed that they will speed up the process, that they will ask to be treated with the utmost urgency and, even so, there are no changes, the request remains pending.
I sent all the necessary information and documentation to the finance department: identity card, proof of residence, proof of deposit, proof of active and verified jeton account and selfie with identity card.
I have sent several emails to the finance department and have never received a response.
Can you help me solve this case please?
Thanks
Thank you very much, patesteves91, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Good morning.
Thank you in advance for the help provided.
I inform you that I still have the same problem regarding my withdrawal request. Tomorrow marks two weeks since my withdrawal request remains pending, knowing that all documentation has been approved.
I have sent numerous emails to the finance department without success, I have not received any kind of response. In the online chat, available on the website, they always say that I have to wait because there is a large flow of withdrawal requests and that they will send a reminder to resolve my case more quickly. However, everything remains the same and they cannot give me a specific resolution period.
I don't think it's normal for it to take two weeks to process my request. It has never happened to me before with any online casino. I've been quite patient, however, two weeks is overkill.
What should I do? I don't know what else to do and I really need the money. There is no telephone contact with the finance department, they do not respond to emails and in the chat I do not get any type of satisfactory response or any type of solution.
Help me please.
Thanks.
Compliments
Dear patesteves91 ,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Grandwin Casino representative to join this conversation.
Dear Grandwin Casino,
Could you please provide more information about this case?
Thank you in advance,
Mirka
Good morning,
Today, it is exactly two weeks since I made the withdrawal request and it is still pending on the website. I have been waiting since November 28th for the withdrawal to be processed and for the money to be transferred to my Jeton account knowing that all my documents have been approved.
I can't understand how it can take two weeks to process a withdrawal. It has never happened to me on other online sites and the justification they give me is that the processing is done manually and takes longer to complete. But two weeks???
I still have no response from the finance department, they don't respond to emails and chat, I always get the same type of response: 'the finance department is working to process it as quickly as possible'.
I hope we receive a quick response from the Casino Grandwin representative so that I can justify this case and that my withdrawal request is finally approved 🥴
Thanks
Good afternoon,
I just received the following email from the finance department:
"Dear Patricia,
Your account security has been achieved and your withdrawal processed to your payment account.
Thank you for choosing us as your betting home!
Yours,
Nick P. | Pay-Outs Team."
On the website, the withdrawal request appears with 'processing' status, however, the money has not yet entered my Jeton account.
I asked in the chat how long it would take for the withdrawal request to be actually approved and when the money would be available in my jeton account but the chat operator didn't give me a concrete answer, he told me it would be done in the shortest possible time. I hope I don't have to wait too long 🥴
When I actually receive the money in my Jeton account, I will let you know so they can close the case.
Thanks
Good morning,
I continue to have problems with this casino site and withdrawing my funds 😡🥴
On November 28th I made a withdrawal request to my jeton account in the amount of 5000 euros, after waiting 15 days, I finally received an email yesterday from the finance department informing me that the request had been processed.
This morning I contacted chat and was told that it would be a matter of one to two days to receive the money in my jeton account.
To my surprise, I now entered the casino website and my order from November 28th was canceled and rejected.
I entered the chat again and the operator sent me the following response:
'I checked further and it appears that some sort of technical error occurred during the process, so the request was not successful, and what I can advise at the moment is to submit a new one, so that it can be reviewed.
For my part, I will do my best to encourage our dedicated team to check it out as quickly as possible and complete it, Patricia, I'm sorry about this once again.'
He advised me to make a new jeton withdrawal request, something I have already done and it appears pending on the website again.
I have now sent an email to the finance department as I will not be waiting 15 days again for the request to be accepted knowing that it is not my fault that there was a technical error on their part. On my side the data provided is correct, all my documentation is correct and my jeton account works correctly too. I don't understand why this happened and it seems like another ploy to not pay the funds immediately.
Please help me resolve this case so I can finally receive my funds. I'm fed up with this situation 😭
Thanks
Good morning,
I inform you that I made a new Jeton withdrawal request which gave an error again.
However, I placed an order again via bank transfer. The finance department asked me for proof of the bank to be able to make the transfer. I went to the bank branch and sent the desired document by email. I inform you that I have just received the transfer in my bank account in the amount of 5000 euros, on 14-12-2023.
I've been trying to raise my funds since November 28th, and I finally did it today.
The case is solved.
Thank you for your help 🙏
Dear patesteves91,
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,
Mirka
Casino.Guru
