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On August 9th, I requested a withdrawal and since that day, I've been given the runaround that my request has been escalated and marked as urgent but I'm still waiting for the money.

El día 9 de Agosto solicite una retirada y desde ese día me vienen dando largas de que ya escalaron mi solicitud que le dan urgencia pero sigo esperando por el dinero

Dear UKLONDONUK,

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

Dear UKLONDONUK,

Have you received your withdrawal from the casino yet?

After 14 days I'm still waiting and the problem isn't that they didn't pay, it's that they didn't even process the transfer... Still the same pending status as the first day... it's embarrassing... I think this is a scam

Después de 14 días aún estoy esperando y el problema no es que no hayan pagado es que ni siquiera procesaron la transferencia... Sigue el mismo status de pending que el primer día.. es vergonzoso.. Pienso que esto es un timo

Thank you for your reply, UKLONDONUK. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

They told me that I had broken the bonus rules by placing high and then low bets and that is why they canceled the transaction and will not refund me anything.

Me han contestado que había roto las reglas del bono haciendo apuestas altas y luego bajas y que por eso me cancelaron la transacción y no me devolverán nada

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear UKLONDONUK,

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.

Hello Kristina,

I already sent you all the documentation...did you not receive it?

Thank you,

Will cease***

Hola Kristina,

Ya te envié toda la documentación.. no la recibiste?

Gracias,

Cesar A***

Thank you very much, UKLONDONUK, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi UKLONDONUK,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite GrandWin Casino to join the conversation and contribute to the resolution of this complaint.

Thank you very much Peter! What they do seems like a complete scam to me and above all it would be very good if it doesn't happen to more players and prevent people from playing at this casino.

Muchas gracias Peter! Me parece una estafa completa lo que hacen y sobre todo sería muy bueno que no le pase a más jugadores y evitar que la gente no juegue en este casino

Dear Peter and UKLONDONUK,

Thank you for reaching us with this case.

We have reviewed the Player`s gaming activity with the relevant department and would like to confirm that his gameplay was in conflict with the Bonus Terms and Conditions.

UKLONDONUK, was credited with a No Deposit Bonus(VIPNDB) of 112 EUR. While in the bonus campaign, the Player played only slot games making bets from 0.40 cents up to 250 EUR.

According to the Terms and Conditions of the bonus, there's a restricted gameplay point that states "Placing bets of amounts higher than €12 (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower". 

Considering that the Player received a bonus of 112 EUR his bet stakes should not exceed 5.6 EUR when in fact almost half of his bets are over that limit. 

Due to the breach of the T&C, all winnings acquired by the Player while in the bonus campaign were voided.

Best Regards,

GrandWin Casino Team

Good morning,

That is true although what I did was put in €60 and play the game where they give fixed bonuses and I was extremely lucky to gradually increase my winnings until I had €1200... in the end I continued playing and when I reached €500 I plant and request reimbursement of profits.

Those conditions that they say they have seem completely illegal to me... they are the ones who should prevent me from playing large amounts with the bonus but they never ever did it, which is why I request that they refund my money.

What can I also say that they kept me waiting and dragging my feet for a month to receive that money.

Buenos días,

Eso es verdad aunque lo que hacía era poner 60€ y jugar la partida donde dan bonos fijos y tuve la inmensa suerte de ir poco a poco aumentando mis ganancias hasta tener 1200 €.. al final seguí jugando y cuando llegue a los 500€ me plante y solicite el reembolso de las ganancias..

esas condiciones que ellos dicen que tienen me parecen completamente ilegales.. son ellos los que tendrían que evitar que yo juega se cantidades grandes con el bonus pero nunca jamas lo hicieron por ello solicito que me reembolsen el dinero.

Que decir además que me tuvieron un mes esperando y dando largas para recibir ese dinero.

Hi all,

Thank you for your replies.

Dear UKLONDONUK,

If you have violated the maximum bet rule multiple times, I'm afraid I won't be able to help you. I agree it would be great if the max bet was enforced on the software level, however, it's not an industry standard yet. If the max bet rule was breached repeatedly during wagering, there is not much we can do.

Dear UKLONDONUK,

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.

Well, what scammers... they invent rules without prior notification.

Pues menudos estafadores... se inventan reglas sin notificarlas previamente.

Dear UKLONDONUK,

Even though we would be glad if the maximum bet rule was enforced on the software level, this is not an industry standard yet. By breaching the maximum bet rule, players indeed gain an unfair advantage so I'm afraid, I have to reject your complaint. I wish I could be of more help.

Best regards,

Peter