The Grand Ivy Casino - プレイヤーのアカウントが閉鎖され、引き出しができなくなります。

I would like to file a complaint regarding the treatment I've received from the casino. My account has been locked, and I'm facing issues with my withdrawal. I was informed that my withdrawal would be processed within 48 hours, but that timeframe has passed without any updates. It seems there was no problem when I was depositing and losing money, but now that I’ve requested a withdrawal of my winnings, my account is suddenly locked. This situation is frustrating and unfair. I hope to have this resolved promptly.

Dear alexjamessaint,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did the casino provide any specific reason for locking your account, and if so, what explanation did they give?

When exactly did you submit your withdrawal request?

Have you made any successful withdrawals from this casino before?

Could you please confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

Yes KYC was passed, and had no problem playing and deposting until had winningd to withdraw.

Thank you for your reply. Please note that generally, we recommend players wait up to 14 days for their withdrawals to be processed and paid out. If you do not receive your withdrawal by March 10, please let me know and we will intervene.

Moreover, could you kindly specify what types of games you played?

Did the casino provide any specific reason for locking your account, and if so, what explanation did they give?

Dear alexjamessaint,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Please close this complaint

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.