Casino Gran Madrid Online - La bonificación del jugador y la verificación de la cuenta se retrasan.

Hello, I claimed a bonus several days ago that was supposed to offer 35% daily on losses, and I haven't received anything. I spoke to support and they said they communicated it to some department to resolve it, but this casino is terrible. I've been waiting for about a week or more for them to verify my PayPal account, and they still haven't verified it. Honestly, I don't recommend this casino. They take too long to process payments and to verify accounts. They also claim to have a 10% weekly loss bonus which I haven't received, and a 35% daily loss bonus which I also haven't received.

Hola reclamé hace bastante dias un bono que ofrecían de perdidas del 35 diario y no recibí nada le dije al soporte que no me dieron nada y dicen que lo han comunicado algún departamento para que lo Solucionen oero este Casino es nefasto llevo como una semana o mas esperando que me verifiquen el PayPal y nunca ne verifican la verdad no recomiendo este Casino para pagar tardan mucho y para verificar también y encima dicen tener un bono del 10% semanal de perdídas que no me han dado y un bono dek 35% de perdídas diarias que tampoco he recibido

Dear ivan21herrada,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the bonus conditions for the daily cashback and this is what I found:

As you can see, the bonus offer is valid only for players who are fully verified. Do I understand correctly that not all of your documents have yet been approved by the casino?

Could you please specify which documents you sent to the casino for verification and when exactly you sent the last one?

Have you submitted all the documents on time and in the correct format?

When was the last time you communicated with the casino customer support?

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

Best regards

Veronika

I have been verified for a while, and I also consulted with a person in the support chat and he says that it is true that they have not granted me the bonus and he said that he passed the case to support so they could look into it, but they never respond. As for PayPal verification, I ask and they say no, they have not reviewed it yet and they do not say how long it will take. It seems too long to review something.

Estoy verificado hace tiempo además consulte con una persona en el chat de soporte y dice que es cierto que no me han concedido el bono y Dijo que paso el caso a soporte para que lo vieran pero esque nunca responden como para la verificación de PayPal pregunto y dicen no aun no han revisado y no dicen cuanto van tardar me parece demasiado tiempo para revisar algo

Hello, they just solved all my problems, they gave me a bonus for losses and they verified my PayPal. It seems that when I heard complaints from you, you put pressure on them and they got their act together. Thank goodness. Thank you very much.

Hola me acaban de solucionar todos los problemas me dieron un bono por perdidas y me verificaron el PayPal se ve que al olner quejas a vosotros metisteis presion y se pusieron las pilas menos mal muchas gracias

Dear ivan21herrada,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Lash 

Casino.Guru