GrandWin Casino - La retirada del jugador se ha retrasado.

Hello,

I made a withdrawal on September 4th, after sending all the required documentation and receiving an email a week ago that it was approved. However, my withdrawal is still PENDING and I have received no response from the relevant department or solutions from the chat.

I have been trying to resolve this issue without success for 15 days.

Hola,

Realicé una retirada el día 4 de septiembre, después de mandar toda la documentación y recibir hace una semana un correo electrónico de que esta estaba aprobada, mi retirada sigue PENDIENTE y no recibo respuesta por parte del departamento en cuestión ni soluciones por parte del chat.

LLevo 15 días intentando solucionar esto sin éxito.

Dear Londra.14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please post here a screenshot of your withdrawal history?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello,

I have not made any withdrawals before. They asked me for all the documentation and until a week later they did not confirm that everything was correct. This email below is the last communication from them a week ago;

The winnings have been without bonus.

"Dear Sergio,

Your documents' submission has been accepted, we are working on your withdrawal.

Please accept our apologies for the delay."

Yours,

Andrea D. | Pay-Outs Team

Hola,

No he realizado ningún retiro anteriormente. Me solicitaron toda la documentación y hasta una semana después no me confirmaron que todo estaba correcto. Este email de aquí abajo es la última comunicación por parte de ellos hace una semana;

Las ganancias han sido sin bono.

"Dear Sergio,

Your documents’ submission has been accepted, we are working on your withdrawal.

Please accept our apologies for the delay."

Yours,

Andrea D. | Pay-Outs Team

Today it has been 16 days since I requested the withdrawal. The status of the withdrawal remains pending and after sending more than 20 emails, I still have no response from the casino.

What do you think I should do?

I have tried to find a phone number to contact them but I have not found anything and the chat support does not help, they only tell me that I should receive the money very very very soon.

Hoy ya hace 16 días que pedí la retirada. El estado de la retirada sigue como pendiente y tras mandar más de 20 emails, sigo sin respuesta por parte del casino.

¿Que creen que debería hacer?

He intentado buscar un numero de teléfono para contactar con ellos pero no he encontrado nada y el chat support no ayuda, solo me dicen que debería recibir el dinero muy muy muy pronto.

Hello,

They have just approved the withdrawal and the money is already in my account.

Thanks for your support.

Hola,

Acaban de aprobar la retirada y el dinero ya está en mi cuenta.

Gracias por vuestro apoyo.

Dear Londra.14,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru