PlayGrand Casino - The player's verification is delayed.

Never EVER contact this company! These are fraudsters who will not give you your winnings! I played with this casino and made a deposit of 300 Euros. Having previously passed the verification process. It was supposed to take 2 days, and on the 3rd day the funds should have reached me, after I made a withdrawal request! BUT, the company decided to block my account and wrote me a letter asking me to send a selfie with my documents, proof of address, and passport. Of course, I sent all this to them, in the support chat they told me that the verification process will take them 48 hours, and then my funds will be returned to my wallet. It's been 3 days and I haven't received my money or any feedback from them. I decided to write in the chat again. And at first they lied to me that the answer to my request was already being prepared and that it would come to me. But after waiting for several hours, I did not receive any response, and even more so, I did not receive my funds. So I write to the support chat again and they tell me that the process of verifying mohi documents took 48 hours. And now they need another 48 hours for some unknown reason. That is, no one has returned anything to me, and when I try to find out when I will receive my money, they come up with new terms! Friends, never contact these scammers! The company lies and does not refund players!

Hello Premmorea,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The last time I spoke with the casino was yesterday. And I was informed that now this process will take 2-5 days. I sent my documents on August 29, 2022, and they confirmed that they were received in the chat. On August 30, I was informed in the support chat that the document verification process would take 48 hours. and when 72 hours have already passed, and I contacted the support chat again, they told me that now it will be another 48 hours. and after a few hours they wrote a letter that it would be another 2-5 days. That is, you are constantly changing the terms of the check, and thereby deceiving the player who is waiting for his funds! I don't think it's right. I was supposed to receive my funds back on August 28, but today is September 1, and I have to learn about new refund deadlines every day, by the way, my account is blocked and I have no access to it. Therefore, PLAYERS, I warn you against this casino, because you risk being cheated and robbed just like me.

Hello Premmorea,

Please be sure to follow the recommended 14 days no matter what the casino says about processing time. Also blocking the player's account usually means that the verification is ongoing and as long as you provided all the documents to them, it is only a matter of time before they would finish the process.

Can you please advise when was the last time the casino responded and if they requested any documents from you?

Dear Premmorea,

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.

The complaint will be now closed for the above mentioned reason.