PlayGrand Casino - Delay in Player’s Withdrawal Processing.

On February 8, 2024, I made my first deposit at Playgrand, amounting to R$957, without activating any bonus, and only played using the balance I deposited. The same day, I verified my account, which was subsequently approved. Wondering why my withdrawals were still pending, I contacted the chat support who told me it would take up to 24 hours. When the 24 hour period passed and my withdrawals were still not processed, I contacted them again on February 9, 2024. This time around, they told me that the processing time could be up to 48 business hours, which was not mentioned the first time when they said it would take only 24 hours. I requested that they process my withdrawal immediately because I do not plan to cancel it. Given that cancellation of withdrawals seems to be the reason for their pending status, there should be no reason for them to continue like this. I request intervention in the situation as I believe they are purposefully delaying my payment.

Hello Fdvascokrlh,

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

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Today, February 10th, payment was confirmed and I have already received the amount in my account. My account was verified on the same day I sent the documents, February 8, 2024. My winnings were all from deposits, without any bonuses.

Hello Fdvascokrlh,

Do I understand it correctly that your issue has been resolved?

Dear Fdvascokrlh,

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.