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The player from Austria has requested withdrawal a week ago. It has been pending since. The casino informed the player, that there was a problem with PaySafeCard and asked for withdrawal to be processed via Skrill. The player received the winnings quickly and the complaint is resolved.
The player from Germany has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
The player from Germany had experienced difficulties withdrawing her winnings from Casinorex due to issues with the verification of her two different bank accounts used for deposit and withdrawal. Despite having provided legitimate proofs for both accounts, her winnings had been credited back to her gaming account. Later, her issue had been successfully resolved and her winnings had been transferred to her account.
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The player from Poland faced a delay in document processing that lasted for three months, despite multiple chat sessions with support agents who promised escalations. Additionally, emails to customer support went unanswered. The Complaints Team intervened by contacting the casino to clarify the verification issue, which led to the player receiving their winnings. The complaint was marked as resolved in the system after confirmation from the player.
The player from British Columbia had requested withdrawals totaling 750.00 each on consecutive days, followed by account closure due to gambling addiction. Despite being informed that the funds would be processed in 3 business days, they remained in the queue, causing concern that the casino might withhold the winnings due to the account closure. The issue was resolved when the casino paid out the winnings after the Complaints Team intervened. The complaint was marked as 'resolved' in the system.
The player from Germany faced issues with the casino not processing his withdrawal requests totaling 4,000 Euros, limited to 500 Euros per withdrawal. Despite multiple assurances from support, none of the three withdrawal requests had been processed after waiting for seven days. The issue was resolved when the player confirmed that the money had now been paid out. The complaint was marked as 'resolved' in the system, and the player was encouraged to reach out for future assistance if needed.
*Response from Gavin Lee, Operations Manager for Grosvenor Casinos in Scotland, in full: “Unacceptable behaviour from customers is extremely rare in our clubs, but on those few occasions where it takes place, we don’t tolerate it and will bar customers if required.
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