PlayGrand Casino - Затримка в обробці зняття гравцем.

On February 8, 2024, I made my first deposit at Playgrand, amounting to R$957, without activating any bonus, and only played using the balance I deposited. The same day, I verified my account, which was subsequently approved. Wondering why my withdrawals were still pending, I contacted the chat support who told me it would take up to 24 hours. When the 24 hour period passed and my withdrawals were still not processed, I contacted them again on February 9, 2024. This time around, they told me that the processing time could be up to 48 business hours, which was not mentioned the first time when they said it would take only 24 hours. I requested that they process my withdrawal immediately because I do not plan to cancel it. Given that cancellation of withdrawals seems to be the reason for their pending status, there should be no reason for them to continue like this. I request intervention in the situation as I believe they are purposefully delaying my payment.

No dia 08 de fevereiro de 2024 fiz meu primeiro depósito na playgrand, no valor de R$ 957 reais, não ativei nenhum bônus, joguei apenas com o saldo que depositei, no mesmo dia fiz a verificação da minha conta e a mesma foi aprovada, entrei em contato com o chat para saber o porquê dos meus saques ainda estarem pendentes, e me disseram que deveria aguardar o prazo de 24 horas, as 24 horas passaram e hoje, 09 de fevereiro de 2024 entrei em contato novamente e me disseram que o prazo pode ser de até 48 horas úteis, o que não foi informado na primeira vez, onde disseram que seria apenas 24 horas, pedi que fizessem o processamento do saque, tendo em visto que não pretendo cancelar o saque que deveria ser o motivo dos mesmos ainda estarem pendentes e com a possibilidade de cancelar os saques, não tem motivo para continuar como pendentes, peço que intervenham na situação, pois acredito que estejam enrolando para não fazer o pagamento dos meus saques

Hello Fdvascokrlh,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PlayGrand Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Today, February 10th, payment was confirmed and I have already received the amount in my account. My account was verified on the same day I sent the documents, February 8, 2024. My winnings were all from deposits, without any bonuses.

Hoje 10 de fevereiro o pagamento foi confirmado e já recebi o valor na minha conta. Minha conta foi verificada no mesmo dia que fiz o envio dos documentos, 08 de fevereiro de 2024. Meus ganhos foram todos de depósito, sem nenhum bônus.

Hello Fdvascokrlh,

Do I understand it correctly that your issue has been resolved?

Dear Fdvascokrlh,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.