Casino Gran Vía - A opção de saque do jogador está atrasada.

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

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