GrandClub Casino - O levantamento dos prémios dos jogadores está atrasado.

Unfortunately, I can't get anything done at this casino myself. It's only 80 euros, but when problems arise even with such small amounts... I've asked in the live chat every day when my winnings will be paid out. The customer service "reviews" my withdrawal request each time. They keep making me wait longer and longer in the chat, saying there have been delays, that everything has already been forwarded to the finance department, and that I should be patient. It's always the same standard texts, word for word. I've tried several casinos since January 2025. Most are very reputable, and payouts usually arrive between 3-5 days. I hope to find help here in this case as well, because it's not right how these casinos are handled and how customers are led by the nose. I've deposited at this casino several times, but haven't won anything before.

Leider erreiche ich selber bei diesem Casino nichts. Es geht nur um 80 Euro, aber wenn es schon bei so kleinen Summen zu Problemen kommt ... Ich habe tagtäglich im Livechat angefragt, wann es zur Auszahlung des Gewinnes kommt. Der Service "überprüft" jedes Mal erneut meine Anfrage der Auszahlung. Man lässt mich immer länger im Chat warten und meint, dass es zu Verzögerungen gekommen ist, alles bereits an die Finanzabteilung geleitet wurde und ich mich noch gedulden solle. Es sind im Wort genau immer die gleichen Standardtexte. Ich habe seit Januar 2025 einige Casinos ausprobiert. Die meisten sind wirklich sehr seriös und Auszahlungen kamen meist zwischen 3-5 Tagen an. Ich hoffe, auch in diesem Fall hier Hilfe zu finden, denn es ist nicht in Ordnung, wie solche Casinos gehandhabt werden und der Kunde so an der Nase herumgeführt wird. Auch in dieses Casino habe ich öfter eingezahlt, jedoch vorher nichts gewonnen.

Dear Gardenias.Garden,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I'm holding out hope for nothing more here at the Grand Club Casino. Perhaps the two casinos that aren't paying me my winnings belong together, because all the others are paying out quickly. It's unbelievable and should normally be made public. In my opinion, this is fraud.

Auch hier im Grand-Club Casino erhoffe ich mir nichts mehr. Vielleicht gehören die beiden Casinos, die mir meinen Gewinn nicht zahlen ja auch zusammen, denn alle anderen zahlen zügig aus. Es ist unglaublich und sollte normalerweise öffentlich gemacht werden. In meinen Augen ist das Betrug.

So, let's see what's going on here. I think I'm probably in the wrong place. Here's the latest chat conversation:

Ja also. Mal sehen, was sich hier tut. Ich glaube, ich bin wohl hier auch an der falschen Adresse. Hier die neueste Chatunterhaltung :

Dear Gardenias.Garden,

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.

Hello. No. I still haven't received the money. I'm constantly being told to be patient. Tell me, how do you help people who seek help with such matters on your site? I thought you might contact the casino? Attached are the most recent screenshots of the last chat with the casino.

Guten Tag. Nein. Ich habe das Geld noch immer nicht erhalten. Ich werde ständig vertröstet, geduldig zu sein. Sagen Sie, wie helfen Sie denn den Leuten, die hier auf Ihrer Seite Hilfe in solchen Angelegenheiten suchen ? Ich dachte, Sie würden evtl. Kontakt mit dem Casino herstellen ? Anbei die neusten Screenshots des letzten Chats mit dem Casino.

Thank you Gardenias.Garden for all the information provided so far. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Yes, it would be nice to get some help. Have you not contacted this casino?

ja, wäre schön, wenn man mal Hilfe bekäme. Nehmen Sie keinen Kontakt zu diesem Casino auf ?

Dear Gardenias.Garden,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite GrandClub Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Yes, thank you. I just spoke to the live chat myself. It's always the same thing. They tell me I don't have to worry about my money. Just keep being patient, etc. Yesterday, they told me I would get my money today, a business day. They're saying something. I'm really angry now. I don't like it when people try to rip me off.

Ja, danke. Habe gerade selber noch mit dem LiveChat gesprochen. Immer das Gleiche. Vertrösten mich, ich müsse mir keine Sorgen um mein Geld machen. Einfach weiter Geduld haben usw. Gestern sagte man mir ich würde heute am Werktag mein Geld bekommen. Die erzählen irgendetwas. Mittlerweile bin ich wirklich sehr wütend. Ich mag es gar nicht, wenn man mich reinlegen will.

Dear Dominique,

We would kindly like to apologize for the delay of your withdrawal. Be assured that we forwarded your request, which will be processed in the nearest time. We are deeply sorry for any inconvenience and thank your for your patience.

Kind regards,

GrandClub Casino Team

Dear Dominique,

We would kindly like to inform you, that your withdrawal has been completed and should reach your Bank Account in the nearest time.

Thank you for your cooperation and patience.

Kind regards,

GrandClub Casino Team

Dear Gardenias.Garden,

please keep us updated when you receive your funds.

I received the money immediately after the casino's response. However, I wouldn't play there again.

Ich habe das Geld unmittelbar nach der Antwort des Casinos erhalten. Spielen würde ich dort jedoch nicht mehr.

I'm giving the casino another chance. I just deposited and stopped at €20 in winnings. (First, to see if the withdrawal process is faster now.) Sorry, I'm getting a little skeptical.

Ich gebe dem Casino noch einmal eine neue Chance. Habe gerade eben eingezahlt und bei 20 Euro Gewinn aufgehört. ( Erst einmal, um zu sehen, ob das mit der Auszahlung jetzt schneller funktioniert ). Sorry, bin ein bisschen skeptisch geworden.

UPDATE: The casino paid out quickly this time. I think I'll continue playing here. Everything would have been better if the casino had even just once explained the reason for the previously delayed payout. I certainly would have been understanding. The case has been resolved and can be closed.

UPDATE : Das Casino hat dieses Mal schnell ausgezahlt. Ich denke, ich werde weiterhin hier spielen. Es wäre alles besser gewesen, wenn das Casino auch nur einmal einen Grund, der vorher so sehr verspäteten Auszahlung genannt hätte. Ich hätte ganz sicher Verständnis dafür gehabt. Der Fall ist gelöst und kann geschlossen werden.

Dear Gardenias.Garden,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru