PlayGrand Casino - O depósito do jogador não foi creditado e os fundos foram retidos.

Hello to the Casino Guru team,

I am filing this formal complaint against PlayGrand Casino due to an uncredited deposit and the subsequent wrongful withholding of my funds.

On June 11, 2026, at 11:33 AM, I made a transfer using AstroPay for $26.80 USD. The money was received by the casino's parent company, White Hat Gaming Limited. The official transaction number in my system is: 71yKHQIbflESqpo0z7pS2fMV9ak9YL9DyCpOviM9.

Due to the lack of credit in my player account, I contacted AstroPay support. The payment provider's customer service team officially confirmed that the transaction was successfully processed to the merchant, even sending me the corresponding transfer receipt with the reference proof-of-payment-881246381.pdf.

Therefore, it is fully proven that the $26.80 USD is in the possession of White Hat Gaming Limited. However, the casino refuses to credit the money to my balance or offer a solution after more than 24 hours.

Due to this terrible service and the unjustified withholding of funds, I no longer have any interest in using these funds on your platform. I demand that PlayGrand locate the payment using the provided references and issue a full refund of $26.80 USD back to my original AstroPay account.

I have attached both a screenshot of my application and the official confirmation from the payment processor. I request the assistance of the Casino Guru team to mediate this matter.

Thank you so much.

Hola al equipo de Casino Guru,

Presento esta queja formal contra PlayGrand Casino debido a un depósito no acreditado y la posterior retención indebida de mis fondos.

El día 11 de junio de 2026, a las 11:33 a.m., realicé una transferencia a través del método de pago AstroPay por un monto de 26.80 USD. El dinero fue recibido por la empresa matriz del casino, White Hat Gaming Limited. El número de transacción oficial de la operación en mi sistema es: 71yKHQIbflESqpo0z7pS2fMV9ak9YL9DyCpOviM9.

Ante la falta de acreditación en mi cuenta de jugador, me puse en contacto con el soporte de AstroPay. El equipo de atención al cliente del proveedor de pagos me ha confirmado de forma oficial que la transacción fue procesada con total éxito hacia el comercio, enviándome incluso el comprobante de transferencia correspondiente con la referencia proof-of-payment-881246381.pdf.

Por lo tanto, queda completamente demostrado que los 26.80 USD se encuentran en posesión de White Hat Gaming Limited. Sin embargo, el casino se niega a imputar el dinero en mi saldo o a darme una solución tras más de 24 horas.

Debido a este pésimo servicio y a la retención injustificada, ya no tengo interés en utilizar estos fondos en su plataforma. Exijo que PlayGrand localice el pago mediante las referencias otorgadas y realice un reembolso íntegro de los 26.80 USD de vuelta a mi cuenta origen de AstroPay.

Adjunto tanto la captura de pantalla de mi aplicación como la confirmación oficial del procesador de pagos. Solicito la ayuda del equipo de Casino Guru para mediar en este caso.

Muchas gracias.

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 negative experience with PlayGrand Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous deposits and payouts from the casino using the same payment method?
• Could you please share a screenshot from your deposit history with the status of the transaction visible?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas, I'm updating you. After 5 days, they finally deigned to deposit the money, as you can see in the image. However, after this long wait, I'm not going to use it on the site. Besides, if I want to withdraw it, I can't even because they closed my account. Honestly, I'm not interested in them reopening it because their service is quite poor. What I do want is my 40,000 back in my AstroPay account.

Hola tomas te actualizo, después de 5 días se dignaron a depositar como se ve en la imagen, sin embargo después de este tiempo de espera no voy a usarlos en la pagina, además que si yo quiero retirarlos ni siquiera puedo porque me cerraron la cuenta, la verdad no me interesan que la vuelvan a abrir porque dan un servicio bastante pobre, lo que si quiero que mis 40 mil vuelvan a la cuenta de astropay

Thanks for your reply.

Have you asked the casino to refund you the deposited amount? Have you received any response to your request?

Could you please specify how long you have been a player and whether you have a previous history of depositing in the casino?

Is your player's account verified?

Please let me know.

Hello, Tomás:

Yes, I have repeatedly requested a refund from the casino, as they never credited my deposit. My claim ticket numbers are 9279025 and 9254959, but so far I have not received a solution or a satisfactory response.

As for my history, I'm a new player, so I don't have any previous deposits.

Regarding account verification, I honestly don't remember if I completed the process before encountering this issue.

I remain available for any further questions or additional information you may need.

Best regards, Martín ****

Hola, Tomás:

Sí, le he solicitado al casino en reiteradas ocasiones la devolución del depósito, ya que nunca lo acreditaron. Los números de ticket de mis reclamos son 9279025 y 9254959, pero hasta el momento no me han dado una solución ni una respuesta favorable.

En cuanto a mi historial, soy un jugador nuevo, por lo que no tengo depósitos previos.

Sobre la verificación de la cuenta, sinceramente no recuerdo si llegué a completar el proceso antes de tener este inconveniente.

Quedo a disposición por cualquier otra consulta o información adicional que necesiten.

Saludos cordiales, Martín ****

Thanks for your reply.

Since you deposited in the casino, you are expected to risk your money before you can be expected to be allowed to withdraw.

If the casino refuses to process a refund in your situation, we might not be able to convince them to refund your deposits.

Please let me know if there is any information I haven't considered or overlooked, or if there is anything else you might need assistance with.

Hi Tomas, I'm updating you on the case. I continued talking to casino support and we were able to agree that the money would be refunded to a new payment method, and the money I... so the case is now resolved.

Hola tomas, te actualizo el caso , seguí hablando con el soporte del casino y pudimos acordar que ese dinero se me reintegre a un medio de pago nuevo y el dinero que yo .. asi que el caso ya estaría resuelto.

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

Dear Martinluppo,

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,

Tomas