Casino Gran Vía - Spieler hat Probleme mit Auszahlungen aufgrund eines gesperrten Kontos.

Hello,

I would like to file a complaint regarding my account at Casino Gran Vía Online.

I'm currently unable to withdraw my winnings, as there's no withdrawal option available in my account. I've tried several times, but the system simply doesn't display the corresponding button or section.

After contacting casino support, they asked me to send a photo of myself holding my ID and a screenshot or proof of my PayPal account, which I did successfully over 24 hours ago. However, I haven't received any response or updates regarding the verification status.

The amount pending withdrawal is €800.

I want to clarify that I haven't played with any bonus funds, therefore there are no outstanding wagering requirements (rollover). This is real, legitimate money.

Furthermore, my identity had already been verified, as I have played on this same account before without any problems.

Please, I request your assistance in getting the casino to allow me to withdraw my funds or clearly explain the reason for the hold, as I consider this delay unreasonable.

Thank you very much for your attention.

Hola,

Quisiera presentar una reclamación en relación con mi cuenta en Casino Gran Vía Online.

Actualmente no puedo retirar mis ganancias, ya que en mi cuenta no aparece ninguna opción disponible para retirar. He intentado hacerlo en varias ocasiones, pero el sistema simplemente no muestra el botón o apartado correspondiente.

Tras contactar con el soporte del casino, me solicitaron que enviara una foto sujetando mi DNI y también una captura o prueba de mi cuenta de PayPal, lo cual hice correctamente hace más de 24 horas. Sin embargo, no he recibido ninguna respuesta ni actualización sobre el estado de la verificación.

La cantidad pendiente de retirada es de 800 €.

Aclaro que no he jugado con ningún bono, por lo tanto no existe ningún requisito de apuesta (rollover) pendiente. Se trata de dinero real y legítimo.

Además, mi identidad ya estaba verificada previamente, ya que he jugado antes en esta misma cuenta sin ningún problema.

Por favor, solicito su ayuda para que el casino me permita retirar mis fondos o me indique claramente cuál es el motivo de la retención, ya que considero que esta demora no es razonable.

Muchas gracias por su atención.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mancitoboni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Could you please let me know when exactly you sent the required documents?
• Have you provided all the required verification documents as soon as possible and in the correct format?
• When did you first notice the withdrawal option was unavailable in your account?
• Can you confirm if you have checked your spam or junk email folder for any responses from the casino?

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

Best regards

Petra

Hello,

I am writing to provide further information regarding my complaint against Casino Gran Vía Online.

I sent them the previous Sunday (that is, Sunday, November 9, 2025). That same day was also when I first tried to withdraw and noticed that the withdrawal option didn't appear in my account.

I sent everything in the correct format, including the photo holding my ID and the verification of my PayPal account.

I've checked all my email folders, including spam and notifications, and haven't received any further response from the casino other than automated messages repeating that the process takes two to three business days. However, more time has passed, and I still haven't been able to withdraw my €800 or receive verification confirmation.

Hola,

Les escribo para ampliar la información sobre mi reclamación contra Casino Gran Vía Online.

Los envié el domingo anterior (es decir, el domingo 9 de noviembre de 2025). Ese mismo día fue también cuando intenté retirar por primera vez y noté que no aparecía la opción de retirada en mi cuenta.

Envié todo en el formato correcto, incluyendo la foto sujetando el DNI y la verificación de mi cuenta PayPal.

He revisado todas mis carpetas de correo, incluyendo spam y notificaciones, y no he recibido ninguna respuesta adicional del casino aparte de mensajes automáticos en los que repiten que el proceso tarda de dos a tres días hábiles. Sin embargo, ya ha pasado más tiempo y sigo sin poder retirar mis 800 € ni recibir confirmación de la verificación.

Thank you for your reply and for providing the previous details, mancitoboni.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

As of today, November 20th, I still haven't received my money and my bank account still hasn't been properly verified.

The worst part is that they verified a bank account that's been closed, even though I had previously indicated that it was shut down. Instead of verifying the account I have available, they've only made the wait even longer.

I self-excluded from the casino for 7 days, and I'll do so for 30 days next week, until I receive my money back. I don't plan to deposit a single euro on this platform again until everything is sorted out, because frankly, it's starting to seem very unreliable.

Customer service is terrible, they don't give concrete answers and they always delay any transaction.

To this day I still haven't received my funds, and all they tell me is to wait until they verify the bank account.

I want to clarify that my PayPal account was already verified correctly, as requested, but then I was informed that they are having problems with withdrawals through PayPal, and that is why they requested bank verification.

I'm still waiting for them to verify the correct account so I can finally withdraw my money.

All the best

**Edit: It's now €2,100.00, not €800.00**

Hola,

A día de hoy, 20 de noviembre, sigo sin recibir mi dinero y mi cuenta bancaria sigue sin ser verificada correctamente.

Lo más grave es que han verificado una cuenta bancaria que está cancelada, a pesar de que ya había indicado previamente que esa cuenta estaba cerrada. En lugar de verificar la cuenta que tengo disponible, lo que han hecho es alargar todavía más el tiempo de espera.

Me autoexcluí del casino durante 7 días, y en los siguientes lo haré por 30 días, hasta que reciba mi dinero. No pienso volver a ingresar ni un solo euro en esta plataforma hasta que se solucione todo, porque sinceramente, me está pareciendo muy poco fiable.

La atención al cliente es pésima, no dan respuestas concretas y siempre demoran cualquier gestión.

A día de hoy sigo sin recibir mis fondos, y lo único que me dicen es que espere a que verifiquen la cuenta bancaria.

Aclaro que mi cuenta de PayPal ya fue verificada correctamente, tal como me pidieron, pero luego me informaron que están teniendo problemas con los retiros mediante PayPal, y por eso me solicitaron la verificación bancaria.

Sigo esperando que verifiquen la cuenta correcta y que finalmente pueda retirar mi dinero.

Un saludo

**Edito que son YA 2.100,00€ no 800,00€**

Dear mancitoboni

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello mancitoboni, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the missing pay out options. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Casino Gran Vía to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has no withdrawal options available? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mancitoboni,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej