Casino Gran Vía - La opción de retiro del jugador está deshabilitada.

Since Saturday, August 30, I have not been able to make withdrawals because they have disabled the withdrawal option, when I have always been able to withdraw without problems, and now they tell me again that I have to

send all the documentation again, which I have already done, and their response is that it is in the financial department

Desde el sábado 30 agosto no puedo hacer retiros porque me han deshabilitado la opción de retiros, cuando siempre he podido retirar sin problemas, y ahora me vuelven a decir que tengo que

mandar toda la documentación otra vez, cosa que ya he echo, y su respuesta es que está en el departamento financiero

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Which documents has the casino requested from you for the additional verification?

When was the last time you submitted any identity documents to the casino?

Have you uploaded the requested documents on time and in the correct format?

What types of games did you play to accumulate your most recent winnings?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sandiafresca,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika