PlayGrand Casino - Player's withdrawal has been delayed and account locked.

Its been almost 3 weeks since i have received my money. I initially withdrew on the 30th of March. They said the withdrawal "failed" on the 1st of April and asked for bank documents, which I provided on the day they asked via email. I waited for a week and I received no communication from them at all, nothing ZERO, so I decided to use the live chat and message them and explain my case. On the 5th of April they locked my account while they were "reviewing". They said to wait for the team to review the documents. I still waited. I received my first email another week after (13th April) from them saying they've got the documents and the failed withdrawal will be processed withing 24-72 hours.(Attached in complaint) Im thinking, "ok finally took them long enough". NO. 17th of April today (30 mins untill the 18th)nand still no email or anything. I live chat again with them today and explain the email they sent the false promises they made and they say sorry you just got to wait, no ETA just wait untill they review it. 2 weeks to "review" a bank statement, lets be real guys come on. And promising to be processed withing 72 hours and reciveving no emails is not how a business should operate let alone treat its customers, I could deposit in any other casino but I choose you and you cant even pay someone out after 2 weeks, don't communicate with them, and make false promises on the processing. Unacceptable. Im using the resolver tool form gov.uk cause I think they don't want to pay me for some unknown reason. If you need further information or emails from them let me know, I have all of them. Thanks

Dear PulledPork15,

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 clarify if you received any confirmation regarding successful verification?
• Did you accumulate 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Kristina,

Thank you for looking at this case.

1. This was my first withdrawal from the casino. But I have deposited before this deposit and unfortunately not win so no need for withdrawal but yes this was first withdrawal.
2. They didn’t ask for KYC only for a bank statement and yes they sent an email saying they received the document and would be reviewing it.
3. There was no bonus when I deposited that money.

Thank you

Andrew

Thank you for your reply, PulledPork15. Could you please clarify if you currently have access to your casino account?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

No, I currently do not have access to the account, when I attempt to log in it just loads forever and doesn't log me in. I will attach a screenshot of all emails I have sent and received from them. There are 2 Live Chats which I don't forget to save and screenshot which I should've known they would act like this but if the casino saves them then they are there and hopefully not tampered with.

*Edit: I attempted to send the screenshots in the message but I exceed the size so I sent them to the email you provided.

Hello Kristina.

I went into another online chat with the live support I explained to them that I had sent the issue to resolve.gov and have a case against white hat gaming with resolve.gov and they said they would process. After 1 whole month I’ve received this email saying that they will be processed. I will still keep you updated when I receive my funds because they have promised a lot of things via email and not delivered. On a side note I would like a review of this whole issue to be saved and posted on your site under their info page to let everyone know that this happened. They lost a customer because of their incompetence and lack of, if any, communication, so I want people to see if you’re looking for a casino this is not the one.

Thanks for your time and writing to me again.

Andrew

Alright. In this case, let's give it a few more days. I will leave this complaint open, so please get back to me if there is anything new.

Hi

The funds have just been deposited into my account. It’s still very disappointing, I am not a very superstitious person and don’t want to accuse anyone but I think they delayed the withdrawal on purpose to see whether I would keep depositing and lose more. It felt very much like that when they don’t communicate with you and make you fake promises via email for you to wait another month. Anyway at least the funds have been received.

Thanks for your time.

Best regards

Andrew

Dear PulledPork15,

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