PlayGrand Casino - Player's withdrawal is delayed.

I won money and wanted to withdraw but the card I needed to withdraw to wasn’t available in my options . So I got told to deposit with the card I needed to withdraw to and then it would be available (which I did) the card still isnt in my withdraw option and my other cards I no longer use , this has been weeks and still not resolved my money is stuck there please help

Dear Zaraallb,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with PlayGrand Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you kindly confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Could you please specify which brands of payment cards have you tried using? Can you not see these brands offered in the withdrawal section of your profile at all?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello it’s just a visa debit card I have been a member for years and have done all my verifications and have withdrawn in the past , the person on chat specifically told me my card would be added to the withdraw option as soon as I deposit , so how am I ment to get my funds out ?

Also have the screen shot as proof

Could you please send me a screenshot of your transactions section? Have you contacted the casino customer support team regarding the issue with your missing card?

They are aware of the situation I have messaged them a lot and deposited again yesterday with the card and still nothing

Thank you for the update. However, you have not provided me with the screenshot of the Withdrawal section you see in your casino profile.

Dear Zaraallb,

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.