The player from Germany had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. The Complaints Team intervened, and after communication with the casino, the remaining amount of €250 was successfully transferred to her account. The issue was resolved, and the complaint was marked as 'resolved' in the system.
GrandClub Casino - Player’s withdrawal has been delayed.
Amount: €750
GrandClub Casino
Safety Index:HighSafety Index
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8.0
GrandClub Casino has a Safety Index of 8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Dear Sir or Madam, I would like to complain about two delayed withdrawals at GrandClub Casino. I already requested a withdrawal of €500 on April 12, 2025, and another €250 on April 15, 2025 (due to the daily limit of €500). According to the casino's guidelines, these withdrawals should each be processed and paid out within three business days. Unfortunately, this hasn't happened to date. I have repeatedly asked via live chat what I can do and why the withdrawals are so delayed, but like several other users, I was only given a "standard response" that the finance department was very busy and that's why it was taking so long, but that I would definitely receive the money and that my account didn't need to be verified. Nevertheless, I submitted all the necessary documents by email a few days ago, but unfortunately, there was no response. I have adhered to all of the casino's guidelines and therefore expect the withdrawals made on April 12 to be processed. and 15.4.25, the withdrawals totaling €750 requested will be processed and paid out as quickly as possible, as the casino has already confirmed that I am entitled to the money.
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PR Assistant
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2 months ago
Dear Sarahk94,
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.
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PR Assistant
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2 months ago
Dear Sarahk94,
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.
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2 months ago
Translation
Hello, unfortunately I still haven't received the money and haven't received any new information from the casino.
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PR Assistant
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2 months ago
Thank you Sarahk94 for all the information provided. I will now forward your complaint to my colleague Martina ([email protected]), who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Translation
Thank you very much. The casino has now transferred the first €500 due since April 12th. However, I'm still missing €250, which I requested a payout for on April 15th, as mentioned above.
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Casino Analyst & Complaint Specialist
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2 months ago
Dear Sarahk94,
My name is Martina 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 representative, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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2 months ago
Translation
The remaining amount has now been paid out and is in my account, so there are no more outstanding claims at Grand Club Casino. Thank you for your help.
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Casino Analyst & Complaint Specialist
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2 months ago
Dear Sarahk94,
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/www.kpvfaw.com. 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,
Martina Bennett
www.kpvfaw.com
