Good day. I am filing this complaint with the hope of your help. Grand Mondial Casino has stolen my funds from my account and is ignoring me. I registered with them and played games, on April 13 I requested a withdrawal, they wrote that they received my withdrawal request and that I will receive the funds in two banking days. However, after two banking days, I have not received the funds. so I logged into my account to check what happened. I saw that there are no funds in my account, and they are not reflected in my withdrawal history. They also do not appear in any transactions. I asked in the support chat why this is happening and where are my funds. They told me that they have the funds, and they will send them to me immediately after I pass the inspection of the KYC. ok I agreed and sent them all the documents they asked for, the next day I got a notification that my KYC process was successfully completed and my account is now verified. But I did not receive the funds again. They asked me to wait two more banking days, I waited 4 days, but again I did not receive the funds. I went back to chat to find out why I still haven't received my funds, but was told to write this question to their email and that the team would get back to me. I wrote two letters with a frequency of several days, I did not receive a reply to any of my letters. Every time I go to the support chat to find out where my funds are and why there is no trace of these funds in my account, they just ignore me and say they can't help. I asked them to give me the contacts of the company that regulates their activities, but they did not give me an answer to this question either. I am asking you to help me figure out where my funds are and why the Grand Mondial so rudely stole them from me, hiding the traces of my money in my account. I can send you a screenshot that shows that I actually issued a withdrawal request 560 euros, and a screenshot that shows in my account that these funds were never there.

Dear Juergen333,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all screenshots that could be useful in this case together with all relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

Good day. No, I have never received a successful withdrawal. No, my bonus was not active when I played. I am sending you a screenshot of their email confirming that they received my withdrawal request. And I will also attach a screenshot from the personal account of my account, which shows that there is no request for my withdrawal. these funds are absolutely not reflected anywhere. I will also send you a screenshot of their emails in which they confirm that my verification is successful and complete

Thank you very much, Juergen333, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.  

Hello there,

Thank you Juergen333 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Grand Mondial Casino for their help in resolving this complaint. We would like to know what happened to these funds and what we can do to help the player withdraw their winnings.

Thank you!

Hi there

This was resolved on Friday through Ask Gamblers.

There was a technical error and the funds were resent on Friday.

Cheers

Thank you for the update Grand Mondial Casino.

Dear Juergen333, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Juergen333,

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.