PlayGrand Casino - Spillerens anmodninger om udbetaling er konsekvent forsinket.

Hi. I played at Playgrand Casino on Tuesday morning, January 30th, and for the first time at said casino, I won and made a withdrawal request. I waited a couple of days, heard nothing, and wasn’t even asked to submit any documents. I then contacted customer service through their chat and asked about withdrawal schedules. They told me it would be 24-48 hours, but if it's your first withdrawal, it may take an additional 24-48 hours. I waited again and the promised time went by without anything happening. I contacted them again via chat, and all they did was tell me that I needed to give them time. Today (Sunday), I lost patience and emailed customer service, expressing my frustration with being given false information about withdrawal times and not even receiving a response as to why the processing is taking so long! No one has responded to my email, and the withdrawal is still unprocessed. To top it all off, I won using only my deposit, without using any bonuses or free spins. What should I do?

Hei. Pelasin Playgrand-casinolla tiistaiaamuna 30.1. ja ensimmäistä kertaa ko. kasinolla voitin ja tein nostopyynnön. Pari päivää odottelin, ei kuulunut mitään eikä pyydetty lähettämään edes asiakirjoja. Otin sitten chatin kautta yhteyttä asiakaspalveluun ja kyselin kotiutusaikatauluja. Kertoivat että 24-48 tuntia mutta mikäli kotiutus on ensimmäinen, voi mennä toiset 24-48 tuntia. Odottelin taas ja luvattu aika meni yli eikä mitään tapahtunut. Otin taas chatin kautta yhteyttä, vastasivat vain että minun taytyy antaa aikaa heille. Tänään (sunnuntaina) meni hermot ja laitoin sähköpostia asiakaspalveluun, kerroin että suututtaa kun annetaan valheellista tietoa kotiutusajoista eikä edes vastata että miksi käsittely kestää näin kauan! Sähköpostiini ei ole vastattu ja kotiutus on edelleen käsittelemättä. Lisäksi vielä se, että sain voitot pelkällä talletuksella, en käyttänyt mitään bonuksia tai ilmaiskierroksia. Mitä minun pitäisi tehdä?

Dear malla77,

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

Thanks for the answer. The main cause of concern was that they promised to process the repatriation within a certain time, and when this did not happen and I tried to ask the reason, the answer was always the same, wait. But I'll continue to wait, even if it's annoying, and I'll come back to it if the need arises. Thank you for the quick reply!

Kiitos vastauksesta. Huolen aiheutti lähinnä se että luvattiin käsitellä kotiutus tietyssä ajassa, ja kun tämä ei tapahtunut ja yritin kysellä syytä, oli vastaus aina sama, odota. Mutta jatkan odottelua, vaikka se onkin ärsyttävää, ja palaan asiaan mikäli tarve vaatii. Kiitos nopeasta vastauksesta!

I fully understand your frustration, malla77. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

I was waiting for a message from them, which they promised to send "as soon as possible". There was no message, but instead they had paid the repatriation in full. I'm certainly satisfied, but I don't think I dare to play anymore. at the casino, that's how difficult it was to communicate with customer service. All's well That ends well!

Odottelin heiltä viestiä, minkä lupasivat laittaa "heti pikimmiten". Viestiä ei kuulunut mutta sen sijaan olivat maksaneet kotiutuksen kokonaisuudessaan. Olen toki tyytyväinen mutta en taida enää uskaltaa pelata ko. kasinolla, sen verran hankalaa oli tuo viestintä asiakaspalvelun kanssa. Loppu hyvin, kaikki hyvin!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, malla77, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru