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

Hello,

I would like to file a complaint regarding my account at Casino Gran Vía Online.

I'm currently unable to withdraw my winnings, as there's no withdrawal option available in my account. I've tried several times, but the system simply doesn't display the corresponding button or section.

After contacting casino support, they asked me to send a photo of myself holding my ID and a screenshot or proof of my PayPal account showing my Seller ID, which I did correctly over 72 hours ago. However, I haven't received any response or updates regarding the verification status.

The amount pending withdrawal is €2000.02.

I want to clarify that I haven't played with any bonus funds. This is real, legitimate money.

Furthermore, my identity (ID card) had already been previously verified.

Please, I request your assistance in getting the casino to allow me to withdraw my funds or clearly explain the reason for the hold, as I consider this delay unreasonable.

Thank you very much for your attention.

Hola,

Quisiera presentar una queja en relación con mi cuenta en Casino Gran Vía Online.

Actualmente no puedo retirar mis ganancias, ya que en mi cuenta no aparece ninguna opción disponible para retirar. He intentado hacerlo en varias ocasiones, pero el sistema simplemente no muestra el botón o apartado correspondiente.

Tras contactar con el soporte del casino, me solicitaron que enviara una foto sujetando mi DNI y también una captura o prueba de mi cuenta de PayPal donde apareciera el ID de vendedor, lo cual hice correctamente hace más de 72 horas. Sin embargo, no he recibido ninguna respuesta ni actualización sobre el estado de la verificación.

La cantidad pendiente de retirada es de 2000,02 €.

Aclaro que no he jugado con ningún bono. Se trata de dinero real y legítimo.

Además, mi identidad (DNI) ya estaba verificada previamente.

Por favor, solicito su ayuda para que el casino me permita retirar mis fondos o me indique claramente cuál es el motivo de la retención, ya que considero que esta demora no es razonable.

Muchas gracias por su atención.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Attila

I sent all the documentation on 27/07/2026, and yesterday, 30/07/2026, I also sent my bank account documentation (certificate issued through CaixaBank) which proves my bank account. This morning they marked the ticket as closed... I don't understand what's happening.

He enviado toda la documentacion el dia 27/07/2026, ayer mismo 30/07/2026 envié tambien la documentacion de mi cuenta bancaria (certificado expedido a traves de caixabank) en el cual acredita mi cuenta bancaria, esta misma mañana lo han puesto en cerrado el ticket... no entiendo que esta pasando.

I ended up gambling all my money, so it's not necessary anymore, thank you very much

Al final he jugado todo mi dinero, así que ya no hace falta, muchas gracias

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

Dear Berytola,

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,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Thank you in advance for your response.

Good morning,

On Sunday, August 2, 2026, I played at this casino again and managed to win €4,500.19. As I reported in the previous case, I am still waiting for my PayPal account to be verified since July 27, 2026. The verification tickets remain exactly the same as last time; there has been no activity. I have also written to them at soporte@casinogranvia.es They don't answer emails either, and their live chat isn't working either. Please, I need help to withdraw my money.

Greetings and thanks in advance

PS: I apologize, but I created another user account here on your forum, "Betaerd1982," because when I reopened this case, I didn't see anything indicating that it was being reopened. Could you please delete the other complaint from user "Betaerd1982," as it's the same issue I'm raising here? Thank you, and sorry for any inconvenience.

Buenos dias,

El domingo 02/08/2026, volví a jugar en este casino, y conseguí recaudar 4500,19 euros, como ya informe en el caso anterior, sigo esperando que verifiquen mi cuenta PayPal desde el 27/07/2026. Los tickets de verificacion siguen exactamente igual que la ultima vez, no ha habido ningun movimiento, ademas les he escrito a soporte@casinogranvia.es y tampoco contestan al correo, al igual que el chat en vivo que tienen, tampoco funciona, por favor necesito ayuda para poder retirar mi dinero.

Un saludo y gracias de antemano

P.D: disculparme, pero me cree otra cuenta de usuario aqui en el foro vuestro "Betaerd1982" por que al reabrir este caso, no veia nada que me indicara que se estaba reabriendo, podeis borrar la otra queja del usuario "Betaerd1982", ya que es lo mismo que estoy reclamando aqui. Gracias y disculpar las molestias ocasionadas.

Good afternoon,

Yesterday, August 11, 2026, my PayPal account was validated for withdrawals. I requested the withdrawal yesterday and received it today, so thank you for your help and everything is resolved.

Greetings and thanks for everything

Buenas tardes,

Ayer 11/08/2026 me validaron la cuenta PayPal para realizar retiradas, ayer mismo solicite la retirada del dinero y ya hoy lo he recibido, así que os doy las gracias por vuestra ayuda y ha quedado todo solucionado.

Un saludo y gracias por todo

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

Dear Berytola,

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,

Attila