Casino Gran Vía - O jogador afirma que o seu pagamento foi atrasado.

Last week, on Wednesday the 1st, I won some money that I can't withdraw. My account was already verified, and I had made withdrawals some time ago. They tell me my documentation has expired and are asking for documents again. I've been waiting since the 1st for my account to be verified so I can request a withdrawal. There's no way to contact them. I've opened support tickets, the chat isn't working even though they have the icon; it's disabled. I called the company that manages it, Comer Inversiones, and they just said they'd pass on the information. I don't understand how, if I've withdrawn before, the option isn't appearing now, and it's frustrating that they're not giving me a solution. Can you help me?

La semana pasada el miércoles día 1, gane un dinero que no me deja retirarlo, mi cuenta ya estaba verificada, y ya había realizado retiros hace tiempo. Me indican que la documentación esta caducada y me piden de nuevo documentos. Llevo desde elbdia 1 esperando que mi cuenta sea verificada para poder solicitar el retiro. Y no hay manera de contactar con ellos, he abierto tickets, el chat no función aunque tienen el icono esta desabilitado, he llamado a la empresa que lo gestiona comer inversiones y me dicen que pasan nota. No entiendo como si he retirado en otrs ocasiones ahora no me aparece la opción y es desesperante que no me den solución. Me podeis ayudar

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Dear Bugs28,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

But their website says it takes 24 hours to verify documents, so I have to wait 14 days, or are you referring to receiving money? The fact that they don't respond... I was just reading the other complaints and they're all the same story. I see that they've finally been resolved, but could you give me an approximate timeframe?

Thank you

Pero en su pagina ponen que tardan 24 horas en verificar documentación, tengo que esperar 14 dias, o te refieres a recibir dinero. Eso de que no contesten.. Ahora estaba leiendo resto de quejas y todas son el mismo caso, he visto que finalmente se han solucionado pero me podeis guiar del plazo aproximado.

Gracias

Dear Bugs28,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Bugs28,

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.

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Thank you in advance for your time and feedback.

Best regards,

Karla