Been asked for documents that I've sent 10 times over, receiving duplicate emails from the casino with excuses for no payment

I am submitting this complaint because I have experienced an unreasonable delay with my withdrawal and have received inconsistent information from customer support.

I requested my withdrawal on 3 August 2026. Several customer support agents confirmed that my withdrawal had already been forwarded to the relevant review team on 3 August.

Later, another support agent stated that my withdrawal only entered pending status on 4 August, which directly contradicts what I had previously been told. I have screenshots of these conversations.

In addition, a VIP representative specifically asked me to wait 48 hours, stating that my withdrawal should be processed within that timeframe. More than 48 hours have now passed, yet the withdrawal is still pending. Instead of receiving a clear update, I continue to receive different explanations and extended waiting times without any concrete information.

I have already completed account verification in the past and submitted all requested KYC documents several months ago. During this review, no additional documents have been requested from me.

I have complied with the casino’s bonus terms to the best of my knowledge. My bonus wagering was completed, my bonus balance is now zero, and the remaining balance is cash balance only.

I respectfully request that the casino:

* Clarify the actual timeline of my withdrawal review.
* Explain why customer support has provided contradictory information.
* Confirm whether any further action or documentation is required from me.
* Process my withdrawal without any further unnecessary delay if no additional verification is needed.

I have screenshots of my conversations with customer support and the VIP representative, as well as my withdrawal confirmation, and I can provide these as evidence.

On Friday August 16th, I submitted the first document to they kyc department which was accepted. The next document, a hydro electric bill in my name was out of date as it turned out. So, I submitted a second, more recent bill from the same hydro electric company, and was not able to proceed any further with the kyc process until that document was verified. So, I decided to make a deposit of 75$ to play some games, but before playing I had a question about vpn usage on the site and contacted their support chat. I had a negative experience with this support agent and gave them a negative but honest review when I finished the chat. I then went to play some games only to get in one spin before being locked out of my account. I have not broken any terms or casino rules that I am aware of, and the account was the only one that I opened, and it is in my legal name. So, I can't figure out what the problem is. I wrote them asking what this is about and they would only say that they require "24 to 48 hours to run a few checks" on my account and that it will remain "temporarily frozen" until the checks are completed. That was one week ago today, and I am no closer to gaining access to my account or finding out the problem. As assumed that is was due to the outdated document. So, I took it upon myself to send in as many current documents as I have on file to help verify my identity. All of which have been used in the same manner with other casinos. I have since written them a number of times asking for a reason for this, and they simply keep asking for "more time." It is my opinion that 7 days is more than a sufficient amount of time considering they said that it would only take "24 to a maximum of 48 hours" in the beginning.

Hello, Im having so much stress and difficulty to get my withdrawal in Playgrand Casino. My account there is verified and working well until last May i requested a withdrawal amount of 130euro and waited for 3 days for it to be accepted which is in terms and conditions, then suddenly they told me my payment method didnt accept the withdrawal and asked me to provide an alternative bank details for the funds to be sent and I provided my UNION BANK statement details, and they told me to wait and thats what i did until it took two weeks waiting and emailed them for an update then got an answer from them that they dont accept a Union bank and asked me again to provide another alternative bank details, so i provided another bank details again in pdf file format as they always requested, and waited just like the same ,and took a month when they told me my bank denied it again. And asked me again to provide another bank details again, and provided my PsBank statement details for the fund ti be finally processed, but then I waited another weeks again and asked for a reference number to contact my bank for the said transaction and my bank answered me that they cannot track any transaction about that as they cannot locate and seems like there is no transaction made, so then I emailed the Playgrand about that and playgrand told me that my bank didnt accept again the payment? Where in all of my banks are working well and no issues at all. Then the playgrand is asking again another bank details of me, I told them i given all of my bank and told them to please semd it on my paypal account as they are also a paypal casino, its already August 11 2020 and there is no process going on. Paypal is so fast and easy and my account is all verified and I dont see any issues. Please help me with this. I have the email conversation with them saved Thank you in advance.

Hi

I deposited £1000 to Playgrand on 10th January 2019 and received a £1500 bonus.

Once wagering of the bonus was completed I had won £24375 and requested a withdrawal on 13th January 2019

I have heard nothing from them at all and the withdrawal has gone back into my balance.

I have requested another withdrawal for £24375 but still haven't received any contact.

Why won't they tell me what I need to do to get my money? I just want my winnings

Please help

Nige

I signed up to playgrand casino! And i was so impressed, great choice of games great live help. I deposited £20 and didn't win, i returned a couple of days later and deposited again, to my surpirse i won £600.. so went on to withdraw this, i asked live help how long it would take i was told 2 working days, so 2 working days had passed (today) i went onto live help and asked how lomg it would take. I was told it was being processed and wouldn't take much longer. Hours passed and id heard nothing. I went back into live chat to be told it'll take a further 48 hours as a procedure for first time withdrawel. At this point i I'd asks to speak to somebody higher? I was told for 10 minutes there was nobody available. To then get put through to somebody else. I have closed my account now, but still unsure how long the withdrawel will take. Nobody seems to know.

I received 50 no deposit spins as a sign up offer and duly won £10 which was credited into my account, I began to play various slots and built up a total balance of £1000, after continuing to play i logged of leaving a balance of £615, my stakes ranged from 20p to a maximum of £4. When i next logged back on the whole amount had disappeared! (this happened at 8.10pm on the 07/09/2017). The following morning i logged on and contacted playgrandcasino via the live chat and asked the question why my funds had disappeared and why was i never informed, the answer i was given was there was a technical fault and they would contact me via email once the issue has been resolved, 4 days have now passed and still getting the same answer from the live chat admin, the worst thing about this issue is that no one ever informed me and it seems like Playgrandcasinos have no duty of care to their clients. Please can anyone help before i seek legal advise which will cost me but im willing to do. Kind Steve

hi! I registered at this casino in March 2016, made a deposit of $ 150 and received a bonus on your first deposit, lost. Then he made a deposit again took the bonus on the second deposit and lost again. An account is not verified, because they do not win anything. 9/9/16 came an email to me about adding a bonus of 40 usd to a Bonus Wager 35. I successfully played and the account is now 200 usd. I send all the necessary documents for confirmation of an account 10.09.2016. Support said that the wait for an answer. Now 12/09/16 48 hours have passed, but said wait a support tomorrow Then the question arose about the maximum withdrawal of funds from this bonus, helpdesk item indicates the rules to me, which states that the casino has the right to limit the amount of 100 usd to But according to the rules of the casino, I can also get a prize in the form of x10 the bonus amount, that is 40x10 = 400, as I wrote before that I did 2 deposit, but did not get a bonus for signing up. In a letter to the addition of bonus about the maximum withdrawal nothing is specified 9(I) You may only play slot games or bingo with the bonus money, but the initial amount is still subject to wagering requirements. (Ii) Please be aware that any play using No Deposit Sign Up Bonuses will not unlock bonus funds and all winnings will return directly to your bonus account. These funds are not available for withdrawal. Once you make your first deposit, your No Deposit Sign Up Bonus and any winnings accrued through play with this bonus will be subject to standard play-through requirements. (Iii) If a No Deposit Bonus is given after a player has made their first deposit and a customer has not made a deposit in the previous 7 days, then any cashable winnings from this No Deposit is restricted to 10 times the value of the No Deposit Bonus. (Iv) Playgrand Casino reserves the right to limit withdrawals from all forms of no deposit bonuses / free spins / free bets added to a customer's account up to the value of $ 100.00. I ask the representative of the casino to solve my problem, for it to verify an account and allow to withdraw х10 (40bonus x 10=400 max cash-out)

2016-06-29 i requested withdraw 9000 sek 2016-07-01 my withdraw request disappear it is not shown in pending withdraws or accepted withdraws i also have check my neteller account nothing there too.

I did a deposit of ca 500 kr and got a bonus from playgrand casinoon 150 procent.I was Lucky and managed wagering requirement,after winning 20000svk ,i requested a withdrawal on 20000 svk.PlayGrand Casino send afterwards one email where they ask me to send in documents for approved may account.PlayGrand Casino approved my documents and they approved may withdrawal. i should get may Money as soon as possible wrote PlayGrand Casino to me in a New email.But after a while i received a New email,Where the wrote. Hi Our payment processors are unable to pay SEK funds to a Norwegian bank account we will therfore need to convert Your funds into NOK and make the payment.Iam afraid we will need to also Close Your account and you will need to open a New account as we are unable to change the currency on the account.I apologise for any inconvenience however this is out of Our hands.Please confirm you are happy for us to proceed and convert Your funds to NOK.Mike accounts PlayGrand Casino. I ask for promises for that they Wold not accuse me to have two accounts in the Casino if i opened a New account,i get no promises for that.They told me to open a New account and send them may New user name.Is was not possible for me to open a New account,for may email address was already registered, i send a email to the Casino and told that. They not answar me, after a while Jordy from the Casino send me a email With a link for self exclusion from the Casino,Ihavent ask for that.