Good morning,

I have a pending withdrawal request on this Casino site (Grandwin Casino) since November 28. The finance department contacted me for the necessary documentation, I sent everything and despite all the documentation being correct and my identity validated, my withdrawal request is still pending.

When I contact the chat, I am informed that the relevant department will process the withdrawal request as quickly as possible, but everything remains the same. The request is still pending and is not approved. I have sent over ten emails to the finance department without ever receiving a response.

The winnings were won without bonuses.

Could you please help me? It's been almost a week since I made the withdrawal request.

Thank you,

Bom dia,

Tenho um pedido de levantamento pendente neste site de Casino (Grandwin Casino) desde o dia 28 de novembro. O departamento financeiro entrou em contacto comigo para envio da documenta??o necessária, enviei tudo e apesar de toda a documenta??o estar correcta e a minha identidade validada, o meu pedido de levantamento continua pendente.

Entro em contacto com o chat e é-me dito que o departamento em quest?o irá processar ao pedido de levantamento o mais rápido possível, mas continua tudo na mesma. O pedido continua pendente e n?o é aprovado. Enviei mais de dez e-mails para o departamento financeiro sem nunca obter resposta.

Os ganhos foram ganhos sem bónus.

Poderiam ajudar-me por favor ? Passou quase uma semana desde que fiz a solicita??o de levantamento.

Obrigada

Dear patesteves91,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good morning,

It's been more than a week since I made the withdrawal request and everything is still the same.

After contacting the chat available on the website, I am informed that they will speed up the process, that they will ask to be treated with the utmost urgency and, even so, there are no changes, the request remains pending.

I sent all the necessary information and documentation to the finance department: identity card, proof of residence, proof of deposit, proof of active and verified jeton account and selfie with identity card.

I have sent several emails to the finance department and have never received a response.

Can you help me solve this case please?

Thanks

Bom dia,

Já passou mais de uma semana desde que efectuei o pedido de levantamento e continua tudo igual.

Após contactar o chat disponível no site, é-me informado que ir?o agilizar o processo, que ir?o pedir para ser tratado com a máxima urgência e, mesmo assim, n?o há mudan?as, o pedido continua pendente.

Enviei para o departamento financeiro toda a informa??o e documenta??o necessária : cart?o de identidade , prova de residência, prova de depósito, prova de conta jeton activa e verificada e selfie com cart?o de identidade.

Já enviei vários emails para o departamento financeiro e nunca obtenho resposta.

Podem ajudar-me a resolver este caso por favor ?

Obrigada

Thank you very much, patesteves91, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Good morning.

Thank you in advance for the help provided.

I inform you that I still have the same problem regarding my withdrawal request. Tomorrow marks two weeks since my withdrawal request remains pending, knowing that all documentation has been approved.

I have sent numerous emails to the finance department without success, I have not received any kind of response. In the online chat, available on the website, they always say that I have to wait because there is a large flow of withdrawal requests and that they will send a reminder to resolve my case more quickly. However, everything remains the same and they cannot give me a specific resolution period.

I don't think it's normal for it to take two weeks to process my request. It has never happened to me before with any online casino. I've been quite patient, however, two weeks is overkill.

What should I do? I don't know what else to do and I really need the money. There is no telephone contact with the finance department, they do not respond to emails and in the chat I do not get any type of satisfactory response or any type of solution.

Help me please.

Thanks.

Compliments

Bom dia.

Agrade?o desde já a ajuda fornecida.

Informo que continuo com o mesmo problema no que diz ao meu pedido de levantamento. Amanh? fazem duas semanas que o meu pedido de levantamento continua pendente, sabendo que toda a documenta??o foi aprovada.

Mandei inúmeros emails ao departamento financeiro sem sucesso, n?o obtenho qualquer tipo de resposta. No chat online, disponível no site, est?o sempre a dizer que tenho que aguardar porque há um grande fluxo de pedidos de levantamento e que ir?o enviar um lembrete para resolverem o meu caso mais rapidamente. No entanto, continua tudo na mesma e n?o me conseguem dar um prazo específico de resolu??o.

N?o acho normal demorarem duas semanas para processarem o meu pedido. Nunca me aconteceu antes com nenhuma casa de casino online. Já fui bastante paciente, no entanto, duas semanas é um exagero.

Que deva eu fazer ? Já n?o sei que fazer mais e preciso mesmo do dinheiro. N?o existe contacto telefónico com o departamento financeiro, eles n?o me respondem aos emails e no chat n?o obtenho qualquer tipo de resposta satisfatória nem nenhum tipo de solu??o.

Ajudem-me por favor.

Obrigada.

Cumprimentos

Dear patesteves91 ,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Grandwin Casino representative to join this conversation.

Dear Grandwin Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Good morning,

Today, it is exactly two weeks since I made the withdrawal request and it is still pending on the website. I have been waiting since November 28th for the withdrawal to be processed and for the money to be transferred to my Jeton account knowing that all my documents have been approved.

I can't understand how it can take two weeks to process a withdrawal. It has never happened to me on other online sites and the justification they give me is that the processing is done manually and takes longer to complete. But two weeks???

I still have no response from the finance department, they don't respond to emails and chat, I always get the same type of response: 'the finance department is working to process it as quickly as possible'.

I hope we receive a quick response from the Casino Grandwin representative so that I can justify this case and that my withdrawal request is finally approved ??

Thanks

Bom dia,

Hoje, faz exactamente duas semanas que fiz o pedido de levantamento e continua pendente no site. Estou à espera desde o dia 28 de Novembro que o levantamento seja processado e que o dinheiro seja transferido para a minha conta Jeton sabendo que todos os meus documentos foram aprovados.

N?o consigo entender como é possível demorarem duas semanas para processarem um levantamento. Nunca me aconteceu noutros sites online e a justifica??o que me d?o é que os processamentos s?o feitos manualmente e que demoram mais tempo a serem concluídos. Mas duas semanas ???

Continuo sem resposta do departamento financeiro, n?o me respondem aos emails e no chat, tenho sempre o mesmo tipo de resposta : 'o departamento financeiro está a trabalhar para processar o mais rápido possível'.

Espero recebermos uma resposta rápida do representante do Casino Grandwin para que se possa justificar neste caso e que o meu pedido de levantamento seja finalmente aprovado ??

Obrigada

Good afternoon,

I just received the following email from the finance department:

"Dear Patricia,

Your account security has been achieved and your withdrawal processed to your payment account.

Thank you for choosing us as your betting home!

Yours,

Nick P. | Pay-Outs Team."

On the website, the withdrawal request appears with 'processing' status, however, the money has not yet entered my Jeton account.

I asked in the chat how long it would take for the withdrawal request to be actually approved and when the money would be available in my jeton account but the chat operator didn't give me a concrete answer, he told me it would be done in the shortest possible time. I hope I don't have to wait too long ??

When I actually receive the money in my Jeton account, I will let you know so they can close the case.

Thanks

Boa tarde,

Acabei de receber o seguinte e-mail do departamento financeiro:

"Dear Patricia,

Your account security has been achieved and your withdrawal processed to your payment account.

Thank you for choosing us as your betting home!

Yours,

Nick P. | Pay-Outs Team".

No site, o pedido de levantamento aparece com status 'processing', no entanto, o dinheiro ainda n?o entrou na minha conta Jeton.

Perguntei no chat em quanto tempo será o pedido de levantamento efectivamente aprovado e quando irá estar disponível o dinheiro na minha conta jeton mas o operador de chat n?o me dá uma resposta concreta, disse-me que será feito no menor tempo possível. Espero n?o ter que esperar muito ??

Quando efectivamente receber o dinheiro na minha conta Jeton, aviso, para poderem encerrar o caso.

Obrigada

Good morning,

I continue to have problems with this casino site and withdrawing my funds ????

On November 28th I made a withdrawal request to my jeton account in the amount of 5000 euros, after waiting 15 days, I finally received an email yesterday from the finance department informing me that the request had been processed.

This morning I contacted chat and was told that it would be a matter of one to two days to receive the money in my jeton account.

To my surprise, I now entered the casino website and my order from November 28th was canceled and rejected.

I entered the chat again and the operator sent me the following response:

'I checked further and it appears that some sort of technical error occurred during the process, so the request was not successful, and what I can advise at the moment is to submit a new one, so that it can be reviewed.

For my part, I will do my best to encourage our dedicated team to check it out as quickly as possible and complete it, Patricia, I'm sorry about this once again.'

He advised me to make a new jeton withdrawal request, something I have already done and it appears pending on the website again.

I have now sent an email to the finance department as I will not be waiting 15 days again for the request to be accepted knowing that it is not my fault that there was a technical error on their part. On my side the data provided is correct, all my documentation is correct and my jeton account works correctly too. I don't understand why this happened and it seems like another ploy to not pay the funds immediately.

Please help me resolve this case so I can finally receive my funds. I'm fed up with this situation ??

Thanks

Bom dia,

Continuo com problemas com este site de casino e com a retirada dos meus fundos ????

No dia 28 de novembro fiz um pedido de levantamento para a minha conta jeton no valor de 5000 euros, após esperar 15 dias, recebi, finalmente, ontem um email do departamento financeiro a informar-me que o pedido estava processado.

Hoje de manh? entrei em contacto com o chat e disseram-me que seria uma quest?o de um a dois dias para receber o dinheiro na minha conta jeton.

Para meu espanto, entrei agora no site do casino e o meu pedido do dia 28 de novembro foi cancelado e rejeitado.

Entrei novamente no chat e o operador mandou-me a seguinte resposta :

'Verifiquei mais a fundo e parece que ocorreu algum tipo de erro técnico durante o processo, portanto a solicita??o n?o foi bem sucedida, e o que posso aconselhar no momento é enviar uma nova, para que possa ser analisada.

De minha parte, farei o possível para incentivar nossa dedicada equipe a conferir o mais rápido possível e concluí-lo, Patrícia, sinto muito por isso mais uma vez.'

Aconselhou-me a fazer um novo pedido de levantamento jeton, coisa que já fiz e aparece novamente pendente no site.

Mandei agora e-mail ao departamento financeiro pois n?o vou estar novamente 15dias à espera que o pedido seja aceite sabendo que n?o tenho culpa que houvesse um erro técnico da parte deles. Do meu lado os dados fornecidos est?o correctos, toda a minha documenta??o está correcta e a minha conta jeton funciona correctamente também. N?o percebo porque aconteceu isto e parece-me mais um jogada para n?o pagarem os fundos imediatamente.

Por favor, ajudem-me a resolver este caso para que possa finalmente receber os meus fundos. Estou farta desta situa??o ??

Obrigada

Good morning,

I inform you that I made a new Jeton withdrawal request which gave an error again.

However, I placed an order again via bank transfer. The finance department asked me for proof of the bank to be able to make the transfer. I went to the bank branch and sent the desired document by email. I inform you that I have just received the transfer in my bank account in the amount of 5000 euros, on 14-12-2023.

I've been trying to raise my funds since November 28th, and I finally did it today.

The case is solved.

Thank you for your help ??

Bom dia,

Informo que fiz um novo pedido de levantamento Jeton que voltou a dar erro.

No entanto, voltei a fazer um pedido por transferência bancária. O departamento financeiro pediu-me o comprovativo do banco para poder fazer a transferência. Desloquei-me à agência bancária e enviei por email o documento pretendido. Informo que acabo de receber a transferência na minha conta bancária no valor de 5000 euros, dia 14-12-2023.

Estive desde o dia 28 de novembro a tentar levantar os meus fundos, e finalmente hoje consegui.

O caso está resolvido.

Obrigada pela vossa ajuda ??

Dear patesteves91,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future.

We are here to help.

Best regards,

Mirka

www.kpvfaw.com