The Grand Ivy Casino - Player is dissatisfied with the withdrawal process.

i have a withdrawal issue with the grandivy casino i contacted customer support over 13 times and told them that i need my money urgent they asked me to send some documents for verification which i did they sent me email back stating that they received my documents and they updated my account and here is copy of their email to me 

accounts@grandivy.com

To:

***@yahoo.com

Sun, Nov 22 at 9:11 AM

Dear sameh,

Username: ***

We are pleased to confirm that we have received your documents and your account has been updated for you.

Kind Regards,

Accounts Team

The Grand Ivy Casino

https://www.grandivy.com

so i contacted them again and they said they will process my withdrawal but nothing happens i contacted them that i cant wait any longer because i dont have any money on me and im relaying heavily on this money to buy food and other stuff for my family  they keep telling me to wait i have been waiting for 10 days now since i requested my withdrawal i have all my chat history recorded with them and i can submit it at anytime if that will help so can you advice me please who i can contact to get my money from them kind regards sameh 

Dear sameh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Your unfinished verification didn’t help with shortening of the processing time either. We always advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Since the information on your account was updated only a few days ago, we have to be patient and wait a little bit longer.

If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

ok thank you

Dear Sameh,

Have you received your winnings? Is there anything new? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case because the player stopped responding. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.