GrandWin Casino - Povlačenje igrača se odlaže.

Hello! I am a client of Grandwin and have been waiting for my withdrawal for 5 days now. I have submitted all the KYC they requested and there has been complete silence since then. Every time I speak to support, they just repeat the same phrase - they are working on it. In addition to a pending withdrawal of 2600 euros (28000SEK), I also have roughly 11400 euros in my account that I would like to take out in the future.

Hej! Jag är kund hos grandwin och har väntat nu 5 dagar på mitt uttag. KYC har jag skickat in allt dom begärt och allt är bara tyst. När jag pratar med support säger dom sedan samma sak hela tiden att dom jobbar på det. Förutom 2600 euro (28000SEK) som väntande uttag har jag också ca 11400 euro på mitt konton som jag vill få ut framöver också.

Dear soundplayer,

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,

Kristina

Hi best of you! If you see previous experience with this casino do I need to be worried or will I get my money out even if it takes time?

Hej bästa ni! Om ni ser tidigare erfarenhet av detta casino behöver jag vara orolig eller kommer jag få ut mina pengar även om det tar tid?

Thank you for your reply, soundplayer. Unfortunately, the outcome of complaints is impossible to predict, however, as of now the casino doesn't have any unresolved ones.

I would like to emphasize again we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Thanks! If you must intervene. How do you go about it then? Do you contact the country and authority where they have a license or how do you get in touch with them if even I don't get help? Thank you for your help! Yes we hope!

Tack! Om ni måste ingripa. Hur går ni till väga då? Kontaktar ni det land och myndighet där dom har licens eller hur får ni kontakt med dom ifall inte ens jag får hjälp? Tacksam för er hjälp! Ja vi hoppas!

Dear soundplayer,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.