PlayGrand Casino - Awaiting withdrawal to Skrill for three weeks already

Hello KYLIE25,

Thank you for your review.

In order for us to review your complaint further and gain a deeper understanding of the situation, we kindly ask you to provide us with your username. This will enable us to access your account and investigate the matter thoroughly.

Kind regards,

Playgrand Casino

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Dear PlayGrand Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Playgrand got a hold of me via email and told me to get hold of Skrill and ask where the “successful” withdrawl was deposited too. I have attached the email and I sent this to Skrill explaining the situation and here is their reply also.

Hi KYLIE25,

Our Accounts Team has confirmed that your withdrawal was processed to your Skrill account on 19th July 2023. We note that you were recently provided with the details linked to the payment. Therefore we would advise you to reach out to Skrill with this information in order for the funds to be traced on their end.

Regards,

Playgrand Casino

Playgrand
How is this linked to my Skrill when the payment was never was received!?! Look at my transactions from the 11/7/2023 to the 27th/72023 no payment how is this Skrills problem ?

Playgrand
Please provide the following!

Still not getting any answer

Dear @Kylie25,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have contacted Skrill with details linked to your payment.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse to send the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

This is what Skrill is telling me. (See attached)

Hi KYLIE25,

Our Accounts Team has contacted Skrill regarding your withdrawal and we have received confirmation that the funds were indeed processed to your Skrill account on 19th July 2023. We advise you to reach out to Skrill with the 'Unique Reference' provided in the recent email sent by our Accounts Team

Regards,

Playgrand Casino

This is not my email playgrand

Hi KYLIE25,

Please find that our team will be reaching out to you with further information via email.

Regards,

Playgrand Casino

Sure thank you . This is my Skrill account details

Still haven’t heard from playgrand. Keep going into chat with no answer.

Hi KYLIE25,

We are in active discussions with the payment processor regarding your withdrawal. Our Accounts Team will reach out to you via email as soon as they have an update on the matter.

We appreciate your patience and understanding.

Regards,
Playgrand Casino

Still not getting an answer playgrand reply to your emails please.

Hi KYLIE25,

We note that in response to being provided with the transaction details of the payment made, you have submitted an information request. We further note that your request has been passed to our Data Compliance Team and they will be in contact with you shortly in relation to your request.

Regards,

Playgrand Casino

This still hasn’t been resolved I talked to them yesterday (18/08/2023) and they said I have to wait for an answer and won’t hear for 10 days

Hello KYLIE25,

We confirm that your information request has indeed been received and note that our Data Compliance Team have been in direct contact with yourself, in this regard. Kindly note that any further queries in this respect, would need to be directed to that team at privac­y@p­lay­gra­nd.com

Regards,

Playgrand Casino

Dear @Kylie25,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Hi yes they have been in touch with the transactions thank you for that I appreciate that and I have to apologise that yes a deposit was made from my playgrand account with another Skrill account I seen the Skrill email and instantly new it was my ex partners from 2022. So my winnings was paid to him iv been in touch with him and he got my money! So unfortunately it’s a loss for me but thank you playgrand for the confirmation I have replied via email asking his Skrill account to be taken off my play grand account cheers

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.