So, last Tuesday (31th of May) I deposited at PlayGrand and took a match bonus, however I won with my own money before touching the bonus funds, and requested a withdrawal; Hence I don't think this is a bonus-related issue per say. I went to withdraw the funds and... I couldn't. The page lists that you must submit the sum, bank name and iban, as well as your password. However, there is no field for the password. If you submit all the other details and click withdraw, nothing happens; it spins forever and will not process even if you wait 30+ minutes.
I tried withdrawing on different computers and different devices, with different browsers and with all extensions disabled; It doesn't work. The withdrawal page is literally broken.
So I go to the live chat and explain my issue. I do not get any sort of explanation as to why the page doesn't work, but do get told that they may put in a manual withdrawal request for me and state that processing time is 1 to ten days?! In what planet is 10 days an acceptable processing time? My documents are verified so if I could use the withdrawal page, the withdrawal should take max 48h as per their terms, not 10 days. Ridiculous.
I did get an email immediately though on the following day, Wednesday, demanding I send them a bank statement before withdrawal can be processed. This bank statement should include my name, my address, my iban, swift/bic, the bank's name, the the bank's address and a transit code. It is literally impossible to get a bank statement that has bank's address on it, not to mention a transit code. I do not even know what that is. I explained as much and sent them the only thing I can print from my online banking. I sent this almost immediately after receiving the email. However I did not get a reply at all. I sent them another email on Friday. They didn't respond to that one either. It's now tuesday, it's been seven days and the withdrawal is STILL not processed. Furthermore the withdrawal page is STILL broken so to me it is very evident that:
The casino is intentionally prohibiting players from initiating withdrawals and then being slow with their "manual withdrawals" so that players give up on waiting and play their balance back. Once the quoted 10 days have come up, there's a chance I suppose that they will proceed my withdrawal. However the way this is progressing I have a suspicion that if they do respond to me, it'll be to decline my withdrawal for whatever reason they can conjure up.
I sent a PM to the WhiteHatGaming rep on the forums. However, they didn't respond. They also haven't been online in a few weeks. @LadyJelena do you have any contacts at WHG? Also why is this guy a WHG rep if they don't actually engage in the forum at all?
I'm not giving up and I'm not playing my balance back so you can stop now WHG. Just pay me out please so we can be rid of each other
Thoughts/suggestions people? To me it looks like my next course of action is PAB if the ten days comes up and they're still ignoring my emails but I would rather not have to bother Max with such a trivial case... sigh. That is assuming I can even do a PAB since they're not accredited..
I should note that the withdrawal is a measly 280€. Why do I have to go through such trouble for such a petty withdrawal?
See Related Topics:
Playgrand Casino Review
I tried withdrawing on different computers and different devices, with different browsers and with all extensions disabled; It doesn't work. The withdrawal page is literally broken.
So I go to the live chat and explain my issue. I do not get any sort of explanation as to why the page doesn't work, but do get told that they may put in a manual withdrawal request for me and state that processing time is 1 to ten days?! In what planet is 10 days an acceptable processing time? My documents are verified so if I could use the withdrawal page, the withdrawal should take max 48h as per their terms, not 10 days. Ridiculous.
I did get an email immediately though on the following day, Wednesday, demanding I send them a bank statement before withdrawal can be processed. This bank statement should include my name, my address, my iban, swift/bic, the bank's name, the the bank's address and a transit code. It is literally impossible to get a bank statement that has bank's address on it, not to mention a transit code. I do not even know what that is. I explained as much and sent them the only thing I can print from my online banking. I sent this almost immediately after receiving the email. However I did not get a reply at all. I sent them another email on Friday. They didn't respond to that one either. It's now tuesday, it's been seven days and the withdrawal is STILL not processed. Furthermore the withdrawal page is STILL broken so to me it is very evident that:
The casino is intentionally prohibiting players from initiating withdrawals and then being slow with their "manual withdrawals" so that players give up on waiting and play their balance back. Once the quoted 10 days have come up, there's a chance I suppose that they will proceed my withdrawal. However the way this is progressing I have a suspicion that if they do respond to me, it'll be to decline my withdrawal for whatever reason they can conjure up.
I sent a PM to the WhiteHatGaming rep on the forums. However, they didn't respond. They also haven't been online in a few weeks. @LadyJelena do you have any contacts at WHG? Also why is this guy a WHG rep if they don't actually engage in the forum at all?
I'm not giving up and I'm not playing my balance back so you can stop now WHG. Just pay me out please so we can be rid of each other

Thoughts/suggestions people? To me it looks like my next course of action is PAB if the ten days comes up and they're still ignoring my emails but I would rather not have to bother Max with such a trivial case... sigh. That is assuming I can even do a PAB since they're not accredited..
I should note that the withdrawal is a measly 280€. Why do I have to go through such trouble for such a petty withdrawal?
See Related Topics:
Playgrand Casino Review
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