Casino Gran Madrid Online - El jugador tiene dificultades para verificar su cuenta.

Hi,

I used their register bonus of 20 euros without deposit.

I made 91 EUR playing slots and after completing wagering requirements, they converted it to 50 EUR of cash sitting in my account.

They advertise that manual verification takes 12 hours.

Now after delivering bunch of documents and waiting 1 month, they always send me reply template that they are verifying my documents and I will have my account verified as soon as possible.

I called them and lady on the phone basically said the same thing, that all is normal and I have to be patient.

It is obvious they play this tactic, so I can forget about them. But no, I will publish here and maybe other possible clients will not go to them.

Dear Haridas108,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It can take a few days to fully review all the details, but I agree that a month is a bit too long.

Could you please advise, which documents you provided and when exactly?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Looking forward to hearing from you.

Best regards,

Kristina

I will send to your email.

Thank you very much Haridas108 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Haridas108,

I looked at your complaint and will do my best to help you. I would like to invite Casino Gran Madrid into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi Haridas,

Hope you are well.

We are very sorry to hear that you have been waiting for so long. We have just sent you one minimum requirement in order to get paid.

Please, accept our apologies for the delay.

Best regards,

David - Casino Gran Madrid Team

Hi,

Thanks! Something started happening suddenly after cookie cutter responses.

Now they asked me for photo of my face with my passport. I will report how it goes.

Hi,

Finally I got the money. Thank you, Casino Guru, for intervention!

Dear Haridas108,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru