Resolved Playgrand stalling tactics + unresponsive support/rep

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
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 :mad:

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?
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
I'll check it out right away
 

Leo1234

Representative for BrandersPartners brands
Joined
Jan 20, 2022
Location
Malta
Good afternoon chiya,
Firstly, we would like to thank you for your patience so far and for your co-operation in sending your document, for us to process a Manual Withdrawal.
We are happy to inform you that your withdrawal has now been processed.
Also, we apologise for any inconvenience caused and we hope to see you back soon.
Have a nice day!
Kind regards,
PlayGrand
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
Good afternoon chiya,
Firstly, we would like to thank you for your patience so far and for your co-operation in sending your document, for us to process a Manual Withdrawal.
We are happy to inform you that your withdrawal has now been processed.
Also, we apologise for any inconvenience caused and we hope to see you back soon.
Have a nice day!
Kind regards,
PlayGrand

I'll believe it if the money ever arrives at my bank. Which it hasn't. Even though other whg casinos' bank transfers show up instantly. Makes me wonder where exactly the money was supposedly sent to since you never even asked my bank iban.

I also still haven't received an explanation as to why the withdrawal page is broken in the first place. Your live chat kept insisting its a cookie issue; it's not.

Also I sent that document the moment it was requested, yet the live chat coincidentally claims they never received anything even though I can see that I sent it and that I got a support ticket number referencing my email. Only when I sent it again, eight days later, you suddenly received it.

I should also mention they playgrand sent me an email to inform me that the wd has been processed, but also noted that it may take up to 10 days to get the money. What is with you guys and ten days? In what world does a, withdrawal take ten days to process and ten days to then arrive?
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
Alright so, I got the money. Case closed. I'm glad it got resolved, but I shouldn't be needing post on a forum to exert pressure to a casino so that they will actually do their job. An average joe that doesn't use forums would've likely spunked all the cash back to the casino because they couldn't be bothered to wait ten days for a w/d.

I would still like to know why the withdrawal page is broken, however. It still is, meaning I don't see any reason to play at PlayGrand if further w/ds also need to be done manually. Doesn't seem like I'll ever get any other answer to this except "clear your cookies".

Thanks @LadyJelena for the help, anyways. Thread can be closed/title edited to resolved or whatever, if possible.
 

Leo1234

Representative for BrandersPartners brands
Joined
Jan 20, 2022
Location
Malta
Good afternoon chiya,
Thanks ever so much for confirming that you received your withdrawal.
We are very glad to hear that this has finally been resolved.
Once again, we apologise for the inconvenience caused, and we appreciate your feedback as we keep working on improving the player experience.
Thank you for your patience.
Kind regards,
PlayGrand
 

LadyJelena

CM Account Manager
Staff member
CAG
MM
Joined
Mar 18, 2012
Location
Serbia
Good afternoon chiya,
Thanks ever so much for confirming that you received your withdrawal.
We are very glad to hear that this has finally been resolved.
Once again, we apologise for the inconvenience caused, and we appreciate your feedback as we keep working on improving the player experience.
Thank you for your patience.
Kind regards,
PlayGrand

Thanks for the help @Leo1234 :)

Hope this means broken withdrawal page mentioned above, is also fixed :)
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Been a while since I played here. Also cancelled a bonus and withdrew £175 cash balance, at 2am on Sat morning. (Just can't refuse those welcome back bonuses, like). Was back to debit card sunday morning so not too bad.
 

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