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I have been waiting for a GRANDWIN withdrawal of 1300 euros for 2 days. It still appears in pending withdrawals, and in the.chat they tell me that it is in the finance department and they do not give me any more information. They do not answer me by email, and no one has asked me for any document for verification. What can I do? Because I am very helpless, since no one answers me, and all this smells very bad to me.

Llevo 2 días esperando un retiro de GRANDWIN de 1300 euros. Todavía aparece en retiros pendientes, y en el.chat me dicen q esta en el departamento de finanzas y no me Dan más información. Por correo electrónico no me contestan, y nadie me ha pedido documento alguno para verificación. Que es lo que puedo hacer? Porque estoy con una gran impotencia, puesto que nadie me da respuesta, y todo esto me huele muy mal.

Hello. I think you should calm down.

Sometimes it takes more than a few days to process the first withdrawals. Maybe the verification is not even necessary, but honestly - who knows? Give it a few more working days, or try to contact support instead of the chat operator, if this is possible.

I agree that this is not the safest place to play, find out more in the review.

Let me know how the withdrawal goes, please.

Good afternoon. I'm calm, thank you.

What makes me feel very helpless is that it's been 2 days and no one answers me, they don't answer my emails and I'm a little fed up with this situation, since I don't have any withdrawal problems at other betting houses.

It's been 3 days and the 1w00 euros still appear to cancel the refund. I haven't made any progress.

Buenas tardes. Estoy tranquilo, gracias.

Lo que me genera una gran impotencia es que lleve 2 días y nadie me da respuesta, a los correos no me contestan y estoy un poco harto de esta situación, puesto que en otras casas de apuestas no tengo problemas para retiros.

Llevo 3 días y todavía aparecen los 1w00 euros para cancelar el reintegro. No he avanzado nada.

Good afternoon

They still haven't given any information from GRANDWIN?

Buenas tardes

Todavía desde GRANDWIN no han dado ninguna información?

Hi, I understand that it's certainly not pleasant to wait and when the casino doesn't give you any answer, it can be frustrating. But heads up it doesn't have to be the end of the world yet. 

Anyway, we'll see where your complaint goes and how it turns out in the end. Try to give it some time and be patient. Would that be possible ? 

If you have any new information, let me know. 

I think I've been patient since last Tuesday and there's still no response. Do you think it is normal? I want to know something

Creo q estoy teniendo paciencia desde el martes pasado y todavía no Dan respuesta. Usted cree que es normal? Quiero saber algo

Honestly, it's not normal and this shouldn't happen to you in a decent casino. You shouldn't wait for a response for over a week. Have you tried to contact them this week again while you were waiting?

Good afternoon. Every day I talk to them they always give me the same answer. I speak through the chat and they tell me that they are reviewing the documentation, and that they are verifying it. I have sent about 6 messages and none have answered me. I no longer believe anything, and the worst thing is that I don't know what to do.

Please can you tell me what I can do? They told me that you were going to contact them.

Thank you

Buenas tardes. Todos los días hablo con ellos siempre me Dan la misma respuesta. Hablo por el chat yme ddicen Q están revisando la documentación, y q la están verificando. He mandado unos 6 xirreos y no me han contestado ninguno. Yo ya no me creo nada, y lo peor es q no se que hacer.

Por favor, me pueden decir lo que puedo hacer? Me dijeron que ustedes se iban a poner en contacto con ellos.

Gracias

It's certainly not professional of a casino when you have to chase down the answer and you keep getting the same one over and over again. But you filed a complaint 6 days ago that you haven't received your money for two days. Regarding either withdrawal or account verification, you received a reply from Veronica that we give casinos 14 days to process such a request. I understand that this seems like a long time, but if nothing moves forward by then, we will try to help as best we can. I don't claim that this has to have a successful ending, but we will try to do everything we can to make sure it does. 

Try to keep a cool head and we'll see how it goes. 

I had this conversation yesterday in the chat.

Chat started on 19 Sep 2023, 04:36 PM (GMT+0)

(04:36:40)*** Manuel Alejandro Morales dominguez joined the chat ***(04:36:40)Manuel Alejandro Morales dominguez

Withdrawals

(04:36:42)GrandWin Info

Welcome to GrandWin customer service. An agent will assist you immediately.

(04:36:43)*** Alessandro joined the chat ***(04:36:48)Alessandro

Greetings for your contact, my friend Alessandro is happy to assist you.

(04:36:48)Alessandro

Hello, thank you for contacting us, my name is Alessandro and I will be happy to assist you today. (translated)

(04:36:49)Alessandro

To allow you to verify that you have read the title of the content, you will read the following details:

1) Name me help

2) Date of birth

3) Last deposit or import of the point

4) Indirizzo of residence

The ringrazio in advance!

(04:36:49)Alessandro

To allow us to verify that you are the owner of the gaming account, I would like to ask you to provide me with the following details:

1) username

2) Date of birth

3) Last deposit or bet amount

4) Residence address

Thanks in advance! (translated)

(04:36:55)Manuel Alejandro Morales Dominguez

(04:37:12)Manuel Alejandro Morales Dominguez

(04:37:16)Manuel Alejandro Morales Dominguez

(04:37:33)Manuel Alejandro Morales Dominguez

(04:37:52)Alessandro

La ringrazio per le corrette informazioni in what can be useful?

(04:37:52)Alessandro

Thanks for the correct information. How can I help you? (translated)

(04:38:08)Manuel Alejandro Morales Dominguez

I'm tired of you cutting off my conversation. I am saving all the conversations because they see the treatment you have with me

(04:39:07)Manuel Alejandro Morales Dominguez

I have been waiting for a withdrawal for more than 1 week and I am the same as the first day. I haven't made any progress, no one helps me, no one answers me and I don't know what else to do. I don't think I deserve that treatment.

(04:39:24)Alessandro

Noi non interrompiamo nessuna delle our chat Signor Manuel.

(04:39:24)Alessandro

We do not interrupt any of our talks Mr. Manuel. (translated)

(04:39:56)Manuel Alejandro Morales Dominguez

I want to know when my money is going to be deposited, and I want you to give me truthful information.

(04:40:23)Manuel Alejandro Morales Dominguez

You've been telling me for a week that you're working on it, I think you're kidding me

(04:40:31)Alessandro

Faro' il massimo per lei.

My day 3-4 minutes to check the status of the previous situation.

Thank you

(04:40:31)Alessandro

I will do the best I can for her.

Please give me 3-4 minutes to check the status of your withdrawal.

Thank you (translated)

(04:41:11)Manuel Alejandro Morales Dominguez

I know what you are going to tell me, that they are working on it and that they will contact me by email. I've had the same answer for a week

(04:44:29)Alessandro

Eccomi mi scuso per l'attesa.

(04:44:29)Alessandro

Here I am, sorry for the wait. (translated)

(04:45:45)Alessandro

I see that your request was processed on the 14th of this month.

The documents you sent are fine, so it's just a matter of time. (translated)

(04:46:15)Manuel Alejandro Morales Dominguez

And why don't they make the withdrawal now?

(04:46:53)Manuel Alejandro Morales Dominguez

What are you waiting for? Why don't you give me any information?

(04:49:50)Manuel Alejandro Morales Dominguez

At least you have given me a different answer than everyone else, telling me that everything is fine. From there, when the withdrawal occurs

(04:50:59)Alessandro

Withdrawal now sir is a request that goes through multiple departments and there are many requests at the moment.

We are sorry for the inconvenience but this is the procedure. (translated)

(04:51:09)Alessandro

Please note that withdrawal requests are handled by another department and since each request is reviewed individually, it may take some time to process. (translated)

(04:52:32)Manuel Alejandro Morales Dominguez

For some time, how much is it, is what I want to know, and why does my withdrawal continue to appear in pending withdrawals if it has already been approved?

(04:55:42)Alessandro

I didn't tell you that you were approved, Mr. Manuel, but that the documents you sent are fine and that your application is in process, which implies different times.

We apologize for the wait but as I already told you this is the procedure for all our clients.

(04:56:09)Alessandro

I hope I have been clear, Mr. Manuel.

Is there anything else I can do at this time? (translated)

(04:56:47)Manuel Alejandro Morales Dominguez

Nothing, what I'm still waiting for is my retirement, something I can't understand, and no one explains it to me.

(04:57:17)Manuel Alejandro Morales Dominguez

And above all, I sent emails and no one answered me.

What can I deduce from this conversation?

Esta conversación tuve ayer en el chat.

Chat started on 19 Sep 2023, 04:36 PM (GMT+0)

(04:36:40)*** Manuel Alejandro Morales dominguez joined the chat ***(04:36:40)Manuel Alejandro Morales dominguez

Retiradas

(04:36:42)GrandWin Info

Bienvenido al servicio de atención al cliente de GrandWin. Un agente te atenderá enseguida.

(04:36:43)*** Alessandro joined the chat ***(04:36:48)Alessandro

Salve grazie per averci contattato, mi chiamo Alessandro è sarò lieto di assisterla oggi.

(04:36:48)Alessandro

Hola, gracias por contactarnos, mi nombre es Alessandro y estaré encantado de atenderte hoy. (traducido)

(04:36:49)Alessandro

Per permetterci di verificare che sia Lei il titotale del conto gioco, vorrei chiederLe di fornirmi i seguenti dettagli:

1) Nome utente

2) Data di nascita

3) Ultimo deposito o importo della puntata

4) Indirizzo di residenza

La ringrazio in anticipo!

(04:36:49)Alessandro

Para permitirnos verificar que usted es el propietario de la cuenta de juego, me gustaría pedirle que me proporcione los siguientes detalles:

1) nombre de usuario

2) Fecha de nacimiento

3) Último depósito o importe de la apuesta

4) Dirección de residencia

¡Gracias de antemano! (traducido)

(04:36:55)Manuel Alejandro Morales dominguez

(04:37:12)Manuel Alejandro Morales dominguez

(04:37:16)Manuel Alejandro Morales dominguez

(04:37:33)Manuel Alejandro Morales dominguez

(04:37:52)Alessandro

La ringrazio per le corrette informazioni in che cosa posso esserle utile?

(04:37:52)Alessandro

Gracias por la información correcta ¿Cómo puedo ayudarte? (traducido)

(04:38:08)Manuel Alejandro Morales dominguez

Estoy harto de que me cortéis la conversación. Estoy guardando todas las conversaciones porque vean el trato q tenéis conmigo

(04:39:07)Manuel Alejandro Morales dominguez

Llevo más de 1 semana esperando una retirada y estoy igual q el primer día. No he avanzado nada, nadie me ayuda, nadie me contesta y no se que más hacer. Creo q no merezco ese trato

(04:39:24)Alessandro

Noi non interrompiamo nessuna delle nostre chat signor Manuel.

(04:39:24)Alessandro

No interrumpimos ninguna de nuestras charlas Sr. Manuel. (traducido)

(04:39:56)Manuel Alejandro Morales dominguez

Quiero saber cuando me van a ingresar mi dinero, y quiero que me deis información veraz

(04:40:23)Manuel Alejandro Morales dominguez

Lleváis una semana diciéndome q están trabajando en ello, creo q me estáis tomando el pelo

(04:40:31)Alessandro

Faro' il massimo per lei.

Mi dia 3-4 minuti per verificare lo stato del suo prelievo.

Grazie

(04:40:31)Alessandro

Haré lo mejor que pueda por ella.

Por favor dame 3-4 minutos para verificar el estado de tu retiro.

Gracias (traducido)

(04:41:11)Manuel Alejandro Morales dominguez

Se lo q me vas a decir, q están trabajando enmello y q se pondran en contacto x correo. Llevo una semana con la misma respuesta

(04:44:29)Alessandro

Eccomi mi scuso per l'attesa.

(04:44:29)Alessandro

Aquí estoy, perdón por la espera. (traducido)

(04:45:45)Alessandro

Veo que tu solicitud fue procesada el día 14 de este mes.

Los documentos que enviaste están bien, así que es sólo cuestión de tiempo. (traducido)

(04:46:15)Manuel Alejandro Morales dominguez

Y por que no hacen el retiro ya?

(04:46:53)Manuel Alejandro Morales dominguez

Q están esperando? Por que no me Dan ninguna información?

(04:49:50)Manuel Alejandro Morales dominguez

Al menos usted me ha dado una respuesta diferente a todo el mundo, diciéndome q todo está bien. A partir de ahí, cuando se produce el retiro

(04:50:59)Alessandro

El retiro ahora señor es una solicitud que pasa por múltiples departamentos y hay muchas solicitudes en este momento.

Lamentamos las molestias pero este es el procedimiento. (traducido)

(04:51:09)Alessandro

Tenga en cuenta que las solicitudes de retiro son manejadas por otro departamento y, dado que cada solicitud se revisa individualmente, es posible que su procesamiento tarde algún tiempo. (traducido)

(04:52:32)Manuel Alejandro Morales dominguez

Algún tiempo cuanto es, es lo q quiero saber, y por que mi retirada sigue apareciendo en retiradas pendientes si ya está aprobada

(04:55:42)Alessandro

No le dije que fue aprobado señor Manuel pero que los documentos que envió están bien y que su solicitud está en proceso, lo que implica diferentes tiempos.

Pedimos disculpas por la espera pero como ya les dije este es el procedimiento para todos nuestros clientes.

(04:56:09)Alessandro

Espero haber sido claro señor Manuel.

¿Puedo hacer algo más en este momento? (traducido)

(04:56:47)Manuel Alejandro Morales dominguez

Nada, lo q sigo es esperando mi retiro, algo q no logro entender, y q nadie me aclara

(04:57:17)Manuel Alejandro Morales dominguez

Y sobre todo q mande correos electrónicos y nadie me conteste

Que puedo deducir de esta conversación?

Oh man, you should never copy/paste the information from the chat like this. You just publicly share your name, date of birth, address, last deposit amount so if someone wanted to get into your casino account, they could just do it with all the info you gave them.

I already deleted all the sensitive data, but be careful next time!

Okay, but can someone tell me what the situation is with my withdrawal?

Vale, pero alguien me puede decir cual es la situación de mi retiro?

1. You will find this today in the chat. They cut me off and I don't know what to do anymore.
2. I am transcribing the entire chat I had today.
3. PLEASE TELL ME HOW I CAN PROCEED

Thanks for the correct information. (translated)Show original

Could you please bear with me for a moment? I'm going to check. (translated)Show original

It's enough to deceive me, I think I deserve an answer and that you pay me the money now

You will tell me that you are verifying, as you have been telling me for 8 days. Nobody answers me, nobody gives me a solution

seth

Look, I totally understand that it can be frustrating to have a late payment, but I kindly ask for your understanding as well, financial transactions are verified by a different department. (translated)Show original

It's been 8 days and you haven't given any response. Does it seem normal to you?

If it happened to you, what would you do?

I haven't made any progress after 8 days and none of you help me. I sent the documentation and no one even deigns to tell me if it arrived and if it's okay or anything.

Other betting houses in 2 hours you have the money. I've been here for 8 days and I don't know what's happening, I'm in the same situation.

seth

I see that our corresponding department is working on your case. Recently, we have many withdrawal requests and there may be delays due to this reason. We apologize for this and will do our best to review it as quickly as possible. (translated)Show original

I can leave them a note from you about your request. (translated)Show original

I will do everything I can to speed up the process! (translated)Show original

Lie. You've had the same answer for 8 days. Either you don't pass the request or they don't do anything

I want an answer now, if not, please send me someone or give me the information to file the corresponding claim or report.

You keep telling me the same thing and no one says anything

seth

Please understand that we are human too. We do our best to help. It can't even take a second, but I told my colleagues that you are a very important customer and the problem must be resolved immediately. (translated)Show original

Don't tell me things that aren't, I want an answer now.

More than 10 emails and you don't answer any of them, and here in chat the same automatic response is always

Either you give me an answer, or you give me the information for the corresponding claim or complaint

seth

Look, I understand your frustration, Manuel. (translated)Show original

I will tell them that you were applying for status and make sure everything is verified and executed accordingly in the closest possible timeframe. (translated)Show original

You don't understand it

Why don't you give me a deadline? You don't even give a deadline, probably because in the end you will keep the money and not pay it to me.

seth

As I said again, this request is handled by the relevant team. I will do everything I can to speed up the process! (translated)Show original

Lie, you have told me that same thing for 8 days and I am still in the same situation

Do you think this is normal?

Give me the company information for the corresponding claim or complaint

seth

I see the conversation going in circles. If you have questions about other topics, don't hesitate to ask; Otherwise, have a nice day. (translated)Show original

Is it normal that after 8 days and more than 10 emails no one has answered me? Is that serious on the part of a company? Does it seem normal to you that after 8 days I am in the same situation as the first day?

You can't imagine how much I regret having found this betting house.

Seth left the chat

Rate this chat

1. Le parecerán esto hoy en el chat. Me cortan la conversación y ya no se que hacer.
2. Le transcribo todo el chat que he tenido hoy.
3. DIGAME COMO PUEDO PROCEDER POR FAVOR

Gracias por la información correcta. (traducido)Mostrar original

¿Podrías por favor soportarme un momento? Voy a revisar. (traducido)Mostrar original

Ya está bien de engañarme, creo q me merezco una respuesta y que me ingreséis el dinero ya

Me dirás q estn verificando, como lleváis 8 días diciéndome. Nadie me contesta, nadie me da solucion

Seth

Mire, entiendo totalmente que puede ser frustrante tener un retraso en el pago, pero le pido amablemente que me comprenda también, las transacciones financieras son verificadas por un departamento diferente. (traducido)Mostrar original

Lleva 8 días y no dais ninguna respuesta. Te parece normal ?

Si te pasará a ti q harias

No avanzo nada después de 8 dias y ninguno de ustedes me ayudáis. Mandé la documentación y ni si quiera nadie se digna a decirme si llego y si esta bien o algo

Otras casas de apuestas en 2 horas tienes el dinero. Aquí llevo 8 días y no se q es lo q pasa, estoy en la misma situacion

Seth

Veo que nuestro departamento correspondiente está trabajando en su caso. Recientemente, tenemos muchas solicitudes de retiro y es posible que haya retrasos debido a este motivo. Nos disculpamos por esto y haremos todo lo posible para revisarlo lo más rápido posible. (traducido)Mostrar original

Puedo dejarles una nota tuya sobre tu solicitud. (traducido)Mostrar original

¡Haré todo lo posible para acelerar el proceso! (traducido)Mostrar original

Mentira. Lleváis 8 días con la misma respuesta. O ustedes no pasáis la solicitud o ellos no hacen nada

Quiero una respuesta ahora, si no por favor pásame con alguien o dame los datos para llevar la correspondiente reclamación o denunci

Me lleváis diciendo lo mismo y nadie dice nada

Seth

Por favor, comprenda que nosotros también somos humanos. Hacemos nuestro mejor esfuerzo para ayudar. No puede pasar ni un segundo, pero les dije a mis colegas que usted es un cliente muy importante y que el problema debe solucionarse de inmediato. (traducido)Mostrar original

No me cuentes cosas q no son, quiero una respuesta ahora.

Más de 10 correos electrónicos y no contestáis ningunos, y aqu por chat la misma respuesta autotomatica siempre

O me das una respuesta, o me das loa datos para la correspondiente reclamación o denuncia

Seth

Mira, entiendo tu frustración, Manuel. (traducido)Mostrar original

Les diré que usted estaba solicitando el estado y me aseguraré de que todo se verifique y ejecute en consecuencia en el plazo más cercano posible. (traducido)Mostrar original

No la entiendes

Por que no me das un plazo? No dais ni plazo, seguramente porque al final os quedaréis con el dinero y no me lo ingresareis

Seth

Como dije nuevamente, esta solicitud es manejada por el equipo correspondiente. ¡Haré todo lo posible para acelerar el proceso! (traducido)Mostrar original

Mentira, eso mismo me habéis dicho los 8 días y sigo en la misma situacion

Te crees q esto es normal?

Dame los datos de la empresa para la correspondiente reclamación o denuncia

Seth

Veo que la conversación va en círculos. Si tienes preguntas sobre otros temas, no dudes en preguntarlas; de lo contrario, que tengas un buen día. (traducido)Mostrar original

Es normal q después de 8 días y más de 10 correos nadie me haya contestado? Es serio eso por parte de una empresa? Te parece normal q después de 8 días este en la misma situación del.primer día?

No te imaginas cuanto me arrepiento de haber encontrado esta casa de apuestas

Seth abandonó el chat

Calificar este chat

Well, I must say the chat operator is not eligible to provide detailed information on anything else aside from bonuses and rules. For the rest, there are usually specialized teams...

And yes - it sucks if you can't get a straight answer, and the casino is damaging its own efforts!

We can only hope the payment will get through soon because the complaint timer shows an additional 5 days until we step in.

I think it would be wise to play in casinos with a better safety index. 🤔

I think I understand both sides. I certainly wouldn't be excited if I didn't get any response from the casino in 8 days regarding my withdrawal. On the other hand, sending so many emails is probably not the greatest idea, although as I say, I understand that you want to get to your money. 

However, I think support is trying to be helpful, but if they keep telling you the same thing over and over again, it's hard to believe. Nevertheless, the casino has 14 days to resolve the withdrawal request, so if the casino keeps repeating the same thing within that period, your complaint will move on. 

I hate to say it, because I know it's difficult, but would it be possible to be patient for a while ? Although I don't want to make any promises, I firmly believe that everything will be sorted out and you will be happy in the end. Fingers crossed 🤞

Good afternoon, same situation. 8 days ago I started withdrawing 1300 euros. The next day, they asked me for documentation which I sent quickly. After 8 days here I'm still waiting and no one gives me an answer, just wait. I do not know what to do

Buenas tardes, misma situacion. Hace 8 días empecé la retirada de 1300 euros. L dia sigueinte, me pidieron documentación la cual mande rapidamente. Después de 8 días aquí sigo esperando y nadie me da respuesta, solo que espere. Ya no se que hacer

I moved your post here since it is still about GrandWin Casino - not about Grandwin, I guess. Sometimes even a smaller detail counts. 🤔

Good afternoon, today they finally got in touch and they are going to transfer the money to me.

Buenass tardes, hoy por fin se han puesto en contacto y me van a transferir el dinero.

That's perfect. Finally it was worth the wait even though it was rather unpleasant. Would it be possible to let us know when the money reaches you ? 

Additionally, will you still be interested in playing in the casino if you know how long the withdrawals take ? 🙂