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

RESOLVED
Complaint Info
Disputed casino PlayGrand Casino
Reason Delayed payment
Amount $ 2000
Noodlez69 Canada
Posted on April 24, 2019

I made a withdrawal of 2000 Canadian In February and am still receiving the same emails asking for documents . I have sent 're documents I was asked for. And received an email stating they weren't clear enough and need the swift code. Well the document was as clear as documents get, the bank made me a new statement that they emailed to me so it was not just a scanned copy in order to make it impossible not to be able to read and they send me a duplicate email that I also received in march stating they need a new document with the swift code. I have sent every document every bit of ID and verification things, they have received the swift code o. 4 or 5 different documents now, and still after receiving them again they say please allow 48 hours for the relevant department to process it and get back to me . I don't hear from them again for 8 days and once again it's a duplicate email stating to send a document. I don't understand I'm beginniN to feel as if they dont plan on paying me. I was A very highly active player that has deposited thousands in this casino before there is no reason why I should be treated with such disregard and such.

Posted on April 24, 2019

Hey Noodlez,

Sorry to hear about your issue. We definitely want to pay you, we want to pay all our players. I've looked into the issue with some greater detail and can see that we still need the swift code for the bank account or the bank address. This time could you please email it into loyalt­[email protected]­lay­gra­nd.com and I will personally make sure it is reviewed with high priority and have a dedicated account manager talk you through anything we may need.

Regards,

Jack.

Noodlez69 Canada
Posted on April 27, 2019

Not yet. It has not been resolved no.

Posted on April 29, 2019

Hi Noodlez,

Can you please email into loyalt­­[email protected]­p­l­ay­­gra­­nd.com so we can try and steam line this for you.

Regards,

Jack

Posted on April 29, 2019

Hi Noodlez,

I can confirm that the latest documents you sent in are sufficient in order to process the withdrawal and it has now been sent to you.

Regards,

Jack.

Noodlez69 Canada
Posted on April 29, 2019

Okay so I have received $462.97, can someone please explain how a $2000.00 Canadian dollar withdrawal turned into $462.97... Is there more coming or what's this about...? Im slightly confused.

Posted on April 30, 2019

Hi Noodlez,

We only processed your withdrawal yesterday, therefore it will not be in your bank yet. That is not a payment that PlayGrand has made to you, and might be from another casino? The withdrawal from PlayGrand should be in your bank next week allowing the normal processing time.

Regards,

Jack.

AskGamblers
Posted on May 3, 2019

Dear @Noodlez69,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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