I wasn't able to make a transfer to my account for over a month despite sending them my bank all required information. Yesterday I received a call from them and we had a conversation ,good and honest conversation but somehow after this conversation not only i still not able transfer to my account but also my account fully closed without any details and now not able even login. I called them but keep putting me on hold as customer service doesn't have any information on screen. I also sent them emails but not reply.

Dear Said,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you provide more information and details so we can understand fully what the issue might be? What was the call about? Were you not able to withdraw your winnings? Are there any funds being held by the casino?

Is there any relevant communication between you and the casino that you could forward me? My email address is [email protected]

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

The phone call was about my source of income which i I explained to her about my it and she told me within a week I would be able to transfer to my account but just day after this conversation my account closed without any explanation so I cleary believe that its totally unfair

Thank you very much Ghaleh1 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Said,

I looked at your complaint and will do my best to help you. I would like to invite Grosvenor Casinos into this conversation. Can you specify what exactly happened in this case? Why you close player’s account without any explanation?

Hi Said,

Due to the nature of this complaint, we are unable to discuss your queries/concerns on a public forum. However, you are welcome to contact us directly to initiate our complaints process, so we are able to swiftly investigate this matter for you.

Our complaints process can be viewed using the following link: https://www.grosvenorcasinos.com/static/contactus

Thank you for your patience and understanding.

Kind regards,

Complaints Team

Dear Said,

Have you been in contact with Casino? Is there any progress?

Dear villiam

I haven't heard from them .could you plz let me know when they are going to respond

Regards

Said

Hello Said,

unfortunately, they are not going to respond probably. Try to proceed as Casino stated and contact them through contact link.

We have to close the complaint as ‘unresolved’ because the casino failed to reply.