PlayGrand Casino - Die Auszahlung des Spielers wurde storniert und der Gewinn einbehalten.

Completed wagering requirements for the bonus money won during these free spins from this deposit bonus.

All other casinos Ive played on auto adjust the 'real money' balance to the amount stated as the max win/withdrawal amount for the promotion when it converts from bonus money to actual cash (in this case is $100), i assumed Playgrand casino did this as well.

I then continued to play with my remaining balance and eventually ended up with a balance of $5436 which I requested a withdrawal for (well $5000 as thats the weekly limit and left the remaining $436 in play on my account).

Few hours later I receive an email stating my withdrawal had been cancelled and nothing but $100 was reversed back into my account.

Yes, the promo terms state 'any winnings are capped at a maximum of $100' so this should be the amount shown in my account once wagering had been completed right? Wrong! Playgrand did not adjust it at this point of play, they decided once I won big and wanted to withdraw they finally want to adjust my balance to the max win of the bonus (even though the bonus had been wagered completely and some)

I believe Playgrand casino operates like this to avoid paying out relatively high withdrawal amounts so therefore scamming many players like myself out of thousands of dollars.

Was a loyal Playgrand user before this. Definitely will not be wasting my money or time here until my fairly won winnings are returned to my account ready for a successful withdrawal

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

(ii) Unless otherwise stated, winnings from free spins are credited in casino bonus and are capped to a maximum of $100. Winnings that exceed this amount will be removed from the account. Any play using free spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

I dont understand...

The bonus amount I won via the free spins was $50-60 which yes is under the $100 cap. I completed all wagering requirements for this bonus money amount and then it was moved into my real cash account.

Only after the amount was in my real cash account was the $5436 won.

Can you explain why the maximum cap amount was not implemented once the wagering requirements were completed and instead Playgrand casino chose to implement them once a withdrawal was requested ?

Thank you for your response. To clarify, could you kindly confirm the precise amount you had when you completed the wagering requirements for the bonus? Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Additionally, could you please confirm whether your casino account balance was divided into real money and bonus money balances?

I look forward to your reply.

I was not informed at any point that the bonus terms and conditions are still applicable after wagering is complete/bonus is released/settled.

Ive just had this conversation with Playgrand support and theyve stated

"Your most recent bonus was released/settled on 24 Apr 2026 at 10:14:53 (this is when it was fully completed and no longer active on the account).

At that point, the remaining bonus value was converted and the bonus itself was marked as Released, meaning wagering was fully completed and the promotion closed."

I withdrew $5000 and left $436 in my Playgrand account on 28/04/26, at this point all money was displayed in my real money account. Playgrand then cancelled 3 hours later claiming my bonus was still active, taking all my winnings apart from $100

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

Dear AngelVienna,

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,

Attila

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you please provide an update on your current situation?

I look forward to your reply.

Below shows the conversation with Live Chat support

This is the email and my response from the Complaints team. They chose to ignore my question after 3 emails and only then emailed me back when I asked about the "goodwill bonus" which i my opinion is a bribe instead of paying me what i am owed.

Thank you for your response. Could you please advise whether you currently have access to the bonus history in your account? If so, could you kindly attach a screenshot that displays the bonus in question? This would help us in verifying that the promotion was wagered through on April 24.

Furthermore, could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Thank you for your cooperation

No I dont have access to bonus history. Only what I have quoted above from live chat stating when the bonus was completed. Casino balance was originally seperated into real and bonus but at time of withdrawal the full amount was in my real money account and $0 balance in bonus

Dear Player, Thank you very much for your response. I regret to inform you that, as of now, we have not received any evidence indicating that the bonus funds were converted into real money prior to being capped, which should not have been the case once the bonus conditions were no longer active. Without this evidence, we are unable to escalate your case with the casino. If you have any documentation confirming that the promotion was successfully wagered on April 24, please share it with us. Otherwise, I’m afraid we may have to close this complaint due to insufficient evidence from the player.

Thank you for your understanding.

Dear AngelVienna,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru