Casino Gran Madrid Online - La solicitud de retiro del jugador está retrasada.

On January 2, 2026, I opened a player account on https://www.casinogranmadridonline.es/ and deposited €150 using my personal Visa card. I received a €216 bonus, which I never used, playing exclusively with real funds and winning €1,600.11.

The automatic document verification system did not work, so I manually submitted all required KYC documents, including my Italian passport, European driver’s license, and NIE. All requested documents were sent together with a selfie clearly showing my face holding the documents. I also provided a photo of my Visa card and an official Spanish bank certificate. Despite this, my account has not been properly activated, and my withdrawal request has not been processed.

I have repeatedly tried to contact customer support via chat, phone, and email, receiving slow or no responses. I have also collected 68 screenshots documenting my gameplay, deposits, actual winnings, and the unused bonus.

I request confirmation that the casino is licensed and regulated by the DGOJ and belongs to the group operating the two physical casinos in Madrid, as well as a prompt, transparent written response and immediate payment of my legitimate winnings of €1,600.11.

Thanks

Best Regards

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Gran Madrid Online. Based on our review and the information on the casino's website, the casino still operates under the Spanish license (DGOJ).

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made sure the bonus balance on your account doesn't interfere with your payout request? Have you tried canceling the active bonus on your account?
• Do I understand correctly that while the verification status allowed you to deposit, but not allow you to request a payout?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please specify which bonus you activated or accepted? Share a screenshot or a link to the particular bonus.
• Could you please share with me your communication with the casino regarding the issue preventing your payout? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear SFORTUNA24,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru