The player from Brazil had deposited R$1,000.00 into the casino, but the amount was not credited to his account. .Eventually, the player was reimbursed the full amount of R$1,000.00. The complaint was then marked as resolved.
PlayGrand Casino - Player’s deposit not credited.
Amount: 1,000 R$
PlayGrand Casino
Safety Index:Very highSafety 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.
9.0
PlayGrand Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I deposited R$1,000.00 at this casino, but the amount was not credited to my account. I have been robbed.
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4 months ago
Dear ivansilvestre1970,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PlayGrand Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please clarify if you have tried contacting your payment processor regarding this issue?
- Was it your first deposit in this casino?
- Could you please forward the transaction confirmation and any relevant communication to tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Tomas
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4 months ago
Translation
Hello, I contacted support but they said they would have 4 days to analyze it. How can you recommend a casino like this, they are scammers?
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4 months ago
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Good evening, I received an e-mail from Casino as follows
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4 months ago
Dear ivansilvestre1970,
If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. If the issue resides in the casino's payment provider they need to investigate but bear in mind that it’s a complicated process that might take up to a month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account, or returned to your bank account.
Could you please share a screenshot of your deposit history as it appears in your player's account?
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4 months ago
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Hello, the money has gone out of my account. I'll send you the bank statement so you can see that it has been paid and debited from my account.
I play at bc games and stake and I've never had this kind of problem.
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4 months ago
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Here's the proof
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4 months ago
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I advise all players not to play here at PlayGrand Casino, and to deposit money here and be robbed with no chance of even playing.
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4 months ago
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After even my bank statement proving that it has been paid, the Casino still wants to deceive you by saying that nothing has been credited to their account, I don't know how Casino Guru indicates a company like this and still says that the level of trust is very high. If you want to play, go to bcgames, Stake, it's a serious casino and doesn't have these PlayGrand scams.
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4 months ago
I fully understand your frustration, ivansilvestre1970. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 19 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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4 months ago
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Good afternoon Tomas, I'm really frustrated, I sent all the possible proofs, it's very clear that the money left my account, I hope Casino Guru intervenes and does justice, now it's absurd another 19 days, I don't understand why it takes so long to reimburse me, I just want my $ 1,000.00 back, I await a new position from Casino Guru thanks
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4 months ago
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Good afternoon, after a lot of fighting I was reimbursed my $ 1000.00 thanks Casino Guru, case solved
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4 months ago
Dear ivansilvestre1970,
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,
Tomas
Casino.Guru
