Casino Gran Madrid Online - Аккаунт игрока был заблокирован без причины.

Hi,

I'll write in English as I know the replies are usually in English too...

I've been a member of Casino Gran Madrid for a number of years and I've won on a few slots and have a high balance of 44141€

Whenever I tried to withdraw the balance the casino would refuse my request and would ask for selfies, documentation and a hand written note stating that only I was using my account.

I provided all of this information, including the bizarre hand written letter but they just banned my account.

When I asked them what was going on they said that they had been trying to phone me and couldn't get through so they banned my account.

they still have all my money, I have given them everything they have wanted and they have never attempted to call me (I have never received a call from them)

Can you please investigate?

Dear cmorellaquiros94,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with Casino Gran Madrid and understand how frustrating this must be, especially given the high balance in your account.

To help us better understand and address your case, could you please clarify a few details?

• When Casino Gran Madrid requested the phone verification, did they provide any specific timeframe for when they would attempt to call you?
• Have you provided alternative contact information, or did they indicate any specific issues with your number?
• Could you share any communication records you have with the casino, especially around the time they informed you of the account ban and the phone verification issue?

Please feel free to forward any relevant emails or screenshots to petronela.k@casino.guru to assist us in our investigation.

Your cooperation is essential if we are to proceed effectively with this case. Without your input, we won’t be able to move forward in resolving the issue.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Email from the player:

Hi,

I noticed my account was banned on 7th October

the last time I heard from them was from them saying they received the document they requested (screenshot from email attached)

before then they asked for a handwritten note (attached)

and before that they wanted information about my bank and a selfie of me with my ID (which I provided). - (Note from Casino.Guru: received via email)

I don't know why they wanted the bank information as I used Skrill to make my deposit.

I've also paid my tax on these winnings that I have not yet received in my bank so this is important I get my winnings from them ASAP

Thanks,

Carlos

Thank you very much, cmorellaquiros94, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear cmorellaquiros94,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casino Gran Madrid Online's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casino Gran Madrid Online,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi cmorellaquiros94,

Thanks for reaching out to us.

I will raise this matter to our dedicated team so they can sort out the issue as soon as possible.

Kind regards

Hi,

I have receive the attached from Casino Gran Madrid by email.... I don't understand why they think this, I have given them selfies, my ID, I have called them many times and i'm sure if they were to check the location data for every time I went to their site, their logs would show that my laptop has not moved address. If I had transferred my account this would not happen.

Also, I have given them my selfie and my ID recently and when I first signed up and its the same person because its only me playing. They took my money but will not pay out, this is theft!

Carlos

Dear cmorellaquiros94,

The message you received indicates that you requested a change of the phone number associated with your casino account through a phone call. Is that correct?

If so, please note that in order to verify the new phone number, the casino requires proof of ownership to ensure it is indeed you making the request. This is a standard procedure to maintain the integrity and security of players' data.

Have you provided the requested proof of ownership for the new phone number (if you indeed requested the change in your casino account)?

Good afternoon,

This user account is being investigated for fraud.

We are currently requiring documentation and a time slot for a verification call, which you have not provided.

The user comments that he has provided us with said documentation but no related document appears in his account.

We have made several calls at different times without receiving any response.

As part of our regulatory obligations, we must ensure that gaming accounts are not used by third parties and that prizes are paid to the payment methods of the account holder.

At this time, and with the information we have in this user account, we have no way to guarantee either of these two points.

The user must provide the documentation that we are requesting (the last request was made on 12/04/2020) and answer the call to verify their identity.

Kind regards,

Grand Madrid Online Casino

Buenas tardes,

Esta cuenta de usuario está siendo investigada por fraude.

Actualmente le estamos requiriendo documentación y una franja horaria para una llamada de verificación, lo cual no ha aportado.

El usuario comenta que nos ha aportado dicha documentación pero no aparece ningún documento relacionado en su cuenta.

Hemos realizado varias llamadas en diferentes franjas horarias sin que en ninguna de ellas nos conteste.

Dentro de nuestras obligaciones regulatorias, debemos cerciorarnos por una parte, que las cuentas de juego no sean utilizadas por terceros, y que los premios sean abonados a medios de pago del titular de la cuenta.

Hasta el momento, y con la información que tenemos en esta cuenta de usuario, no tenemos forma de garantizar ninguno de estos dos puntos.

El usuario debe aportar la documentación que le estamos requiriendo (la última petición la realizamos el 04/12/204) y atender la llamada para verificar su identidad.

Saludos cordiales,

Gran Madrid Casino Online

Attached is a screenshot from my email, sent to the casino showing the transaction history from My Skrill account which was proof I owned the account as it had my name, address and matching email to Gran Madrid, I have no other way I can prove that I own the Skrill account, I have also used their upload page to show screenshots of the profile information page too but they reject these as well

I have phoned Casino Gran Madrid many times but they say they must phone me, We then set up a time and they never ever call me.

I have written them the letters they wanted, I have given them selfies and transaction histories that show matching information and I have called them, I don't know what more I can do!!

They investigate me for fraud but they should be investigated for fraud, they took my money with smiles on their faces but now won't pay me because I won

Carlos

Dear cmorellaquiros94,

Based on the attached screenshots, it appears that the email containing your Skrill transaction history was sent over a year ago. I believe the casino may require more recent proof of ownership of your account. Regarding the verification call, I suggest coordinating a specific date and time with the casino here in this thread to facilitate the process.

Dear Casino Gran Madrid Online,

Could you kindly provide options for dates and times when this call can be conducted?

Thank you for your cooperation.

Hello,

Please send an email to the following address so you can schedule a call: CRC@casinogm.es

Kind regards

Good Morning,

"The user must provide the documentation that we are requesting (the last request was made on 12/04/2020)" - Casino Gran Madrid

My screenshot showing them evidence was a year ago, not 4 years ago as they stated on this complaint thread. I've also since sent selfies, hand written letters and copies of my DNI since then (as per my evidence on this complaint thread)

I'll reach out by email with a convenient time and date for the call.

Carlos

today I sent this

Dear cmorellaquiros94,

Thank you for fulfilling the casino's requirements. Could you confirm if you’ve received a response from the casino and whether they’ve contacted you by phone?

It appears that Gran Madrid Casino gave me an email address on this complaint thread that cannot be emailed. once again they slow down this process.

I just want what I won

Carlos

Hi cmorellaquiros94,

My apologies I gave you wrong email by mistake.

I have already forwarded your phone and email to our team so they can reach out to you as soon as possible.

Sorry for the inconveniences.

Dear cmorellaquiros94,

I was informed by the casino representative that you were able to engage with the casino's dedicated department and work towards resolving your issue. Could you kindly provide an update on the current status of your case?

Thank you for your cooperation.

Dear cmorellaquiros94,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of cmorellaquiros94 to give this case another opportunity for resolution and assist both parties in reaching a satisfactory conclusion.

Dear Casino Gran Madrid Online,

Could you please provide an update on the current status of this issue? In our external communication, you mentioned that you had already reached out to the player to address the matter. However, the player claims that his account remains closed and that the casino has not contacted them.

I would greatly appreciate your response and clarification.

Thank you.

Dear Kubo,

We would need some sort of proof or invoice from the client to verify the phone number provided to us.

We have been asking for this authentication since November and we cannot make the requested call until we get the document that would verify the phone number given belongs to the client.

Kind regards.

Hi,

I can only add screenshots/images to this thread, here is a screen shot of my invoice showing that this is my number.

I'll send the PDF so the casino's customer support team

Carlos

Dear Casino Gran Madrid Online,

Thank you for the clarification. Could you please confirm if you have received the requested document from the player and inform us of the next steps in this process?

Thank you for your cooperation.

Hello,

We have forwarded the screenshot and our team will reach our client as soon as possible to sort out the issue.

Kind regards

Dear Casino Gran Madrid Online & cmorellaquiros94,

I am following up to check if there have been any updates regarding this case. Has the account been unlocked yet?

Hi Kubo,

Our customer support team informed that the client has been already reached to verify his identity.

Kind regards

This is true but I still cannot access my account or withdraw my balance

Dear Casino Gran Madrid Online,

It appears the player is still experiencing difficulties accessing their account. Could you kindly check why they are unable to log in, despite their account already being verified?

Thank you for your assistance.

Dear Kubo,

Thanks for following up.

Please note that this client is still under ongoing investigation for fraudulent activity.

Kind regards

Hi,

This is unbeliveable. I have send them my ID, I have written them the letter they have asked for, I have sent them selfies, I send them my phone bill to prove my number was mine, they called me and spoke to me and now they still investigate??

I do not understand what more they need to investigate? I paid the casino from Skrill, I want them to pay me in to my skrill. This is simply them keeping my money because I won

Carlos

Dear cmorellaquiros94,

I’m in contact with the casino representative regarding your issue and am working to get more details about the ongoing investigation. I’ll keep you updated as soon as I have more information.

Thank you for your patience.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi cmorellaquiros94,

You have stated that our Customer Support has called you.

Could you disclose to us what have you been told on that call and why you haven't been able to sort out the issue so far?

It is our Customer support team obligation to tell you why you still can't access to your account.

Kind regards

Dear Casino Gran Madrid Online,

Could you please address the player's post? It has been nearly four months, and we have yet to receive a meaningful update from you. The player’s account, along with his winnings, remains closed, and at this point, only you can clarify the reasoning behind this decision.

I kindly ask you to provide a justification for the account closure, as, from our perspective, there is currently no valid explanation for it. Please be aware that if the complaint remains unresolved, the casino will lose its Fair Badge, and given the disputed amount, this will also have a significant negative impact on your safety index.

I appreciate your prompt attention to this matter and look forward to your cooperation.

Dear cmorellaquiros94,

We did provide you with the contact to our support team and you have been told already through that call the reasons why your account is still being investigated.

Would you tell us please what else you have been told on that call after answering the questions?

The justification for the closure remains on that call and if you still need to get updates regarding your account status you can use any of the following methods:

Phone: 91 856 11 11

Email: clientes@granmadrid.es

Our Customer Service Agents work to help you from Monday to Sunday from 09:00 am to 01:00 am.

Kind regards

Your support team didn't give a reason for why my account was closed, you haven't on here either... you've actually done absolutely nothing helpful since I raised this complaint!!

During the call you said that you'd been having trouble getting through to me but thats because you were calling the number I used when I signed up and that number got changed (I have since given you my new number and given you proof that I own this number via email and on this complaint thread and your team contacted me on that number)

You've not told me why my account is banned, you've mentioned some kind of investigation but there's been no proof of any wrong doing, I have given you my ID, I have spoken to your team, I have written you letters, taken photographs and still my account is banned and I still have not been given s reason for the ban and you still hven't paid the money I won!!!

Does your company treat all of your customers like this? I can't be the only person you've done this too and it blows my mind that you somehow have a safety index rating of 'High' - I would call your casino and your attitude towards this process a joke but jokes are funny.

I've answered all of your questions now please answer mine....

Why was I banned?

What can be done for me to withdraw my balance?

Why did you begin an investigation against me?

What was found during that investigation?

What more do you need from me?

Carlos

Hi cmorellaquiros94,

We are sorry to hear that our customer support team has failed to provide you with the response you are looking for.

If you are still looking for a response to your questions, you can use the phone and email we provided you above.

Please bear in mind that as a licensed operator we need to be strictly compliant with the rules from the Spanish regulatory body (DGOJ).

https://www.ordenacionjuego.es/en

Kind regards

Hi,

So... you're not going to do anything off the back of this complaint?

I still don't know why I'm banned and you still have my balance!!

@kubo - Are you seeing this?

Carlos

Hi cmorellaquiros94,

It seems your account has been blocked by the DGOJ (Spanish regulatory body) due to a fraud committed regarding bonus abuse.

Hope this will bring you some clarity.

Kind regards

Hi,

This sounds untrue to me. The DGOJ do not specifically block player accounts at a casino, that responsibility is down to the casino

If the DGOJ blocked my account and not you, why can I still use other casinos without issue?

Why did you ask me for a handwritten letter after the account was blocked?

Why have you spent 3 months going back and forth on here when you could have just said this in your first response?

If my account is blocked, why haven't you paid out my balance?

You can't just say "well the DGOJ have blocked your account" - you haven't provided any evidence at all, you've just blocked my account, not explained anything and then made me mess about on here for 3 months while you've concocted an obvious fake excuse.

Carlos

Also, how could I be banned for Bonus abuse when I never take any bonus'?

Carlos

Hi cmorellaquiros94:

All your questions can be addressed by reaching our team via any of these methods:

Phone: 91 856 11 11

Email: clientes@granmadrid.es

We have a dedicated team that will discuss with you your case and provide you all the details in regards to your account blocked.

Kind regards

You've had the opportunity to email me and speak to me on the phone, I want you to provide those details on here so Casino Guru can see it. Its my belief that it wasn't the DGOJ who banned me because if it was, I'd be banned from all casinos. I believe it was you, and your excuse is apparently bonus abuse which is untrue because I didn't use any of your bonus

You allowed me to sign up, you took my deposit and then the moment I won you decided to ban my account while providing absolutely zero evidence of anything untoward happening (because I didn't do anything wrong), this has probably happened to thousands of others too, you're an unsafe casino

Hi cmorellaquiros94:

Sorry to hear that we couldn't sort out your issue on the phone call.

We are trying our best to help you out however we are afraid the will not be feasible via this platform.

All the details regarding the bonus abuse case will be provided on the phone call or email.

Kind regards

email me please, i'll then post it here so we can discuss further

Dear cmorellaquiros94,

Have you sent an email to the casino? If so, have you received any response? I would appreciate it if you could share any updates.

Thank you.

Kubo,

I have not emailed the casino, my last post on here was a request to get whatever team i'm talking to here to get whatever team they have on their end to email me, no such email has been received yet.

Carlos

Dear cmorellaquiros94,

I kindly ask for a bit more of your cooperation to help move this matter forward. The casino has repeatedly advised you to reach out to them via email or phone. Could you please share what is preventing you from taking this step? Unfortunately, if we continue waiting here without action, the situation may remain unresolved indefinitely.

It's important to note that the information regarding your account closure must be requested directly by you, using the email address or phone number linked to your casino account. Please follow the casino's instructions and send a clear request for this information to the email address they provided.

To keep me informed, you can CC my email address at jakub.m@casino.guru.

Thank you very much for your cooperation and understanding.

Hi,

To say i've been uncooperative is unfair, I have written them letters, given them documents and sent in photographs - All I asked was for them to provide me with their reasons and proof on here rather than a back and forth over email...

Anyways.... I have emailed Gran Madrid's support team and sent the following (In Spanish ovbiously)

'Hi,

I currently have a complaint ticket outstanding with your casino on 'Casino Guru'. On that ticket I have been asked to contact your support team to request the following information...

1. Why was my account banned?

2. On what evidence was there for the ban to be put in place?

3. What is going to happen to my account funds and what is the timeline for those funds to be put in to my skrill account?

Kind Regards,

Carlos'

I forgot to CC you in to the email but i'll make sure you are CC'd in to any further correspondence

Carlos

Hi cmorellaquiros94,

May we ask you to please send that same email to the following email address too? clientes@granmadrid.es

We can see it's different from the one that you have sent and the one I have shared is the official one from our Casino website.

Kind regards

I have now done this (I did this last week) and copied in Kubo

Dear cmorellaquiros94,

Thank you for your sending the email. Please keep me updated once you receive a response from the casino.

I will do, there has been no update from the casino yet

Dear cmorellaquiros94,

I’m reaching out after a week to check if there are any updates on your case. Have you received a response from the casino?

Thank you, and I look forward to your update.

Nothing yet, not even an acknowledgement

Dear cmorellaquiros94,

I wanted to update you that I am still in communication with a casino representative and hope they will provide further clarity on the matter.

In the meantime, have you received a response to the email you sent to the casino?

Thank you.

Hi Kubo,

Thank you for the update. I have received nothing from the casino

Carlos

Hi cmorellaquiros94,

We will get back to you with further updates soon as we have already raised your case to our compliance team.

Kind regards

Dear Casino Gran Madrid Online,

Please share the relevant update as soon as possible.

Thank you for the update, please update ASAP, this case has been open for 5 months now, longer if you count how long my initial enquiry with customer service was on top of this

Dear Casino Guru,

Based on our internal fraud detection controls we have, among others proofs, evidences of discrepancy between the user's responses and his account activity that question the veracity of the user profile.

In addition, we have to notice that there are also discrepancies between the information the user provided in the chat and the one provided in the phone calls and communications we had with the user.

Our decisions on this regard are fully documented and grounded in accordance with our regulatory commitments and available to any competent Authority if required.

Kind regards

This makes no sense, last month on this thread you said the issue was due to "bonus abuse" and now you're saying this? - and its somehow taken you 4 months to come to this conclusion?? (Longer if you consider that this issue started long before I raised a complaint here).

Can I please see the evidence? I did ask for this by email but your casino hasn't even acknowledged receipt.

Carlos

Dear cmorellaquiros94,

I apologize for the delayed response. Communication with the casino representative is still ongoing. However, I will share the final statement regarding this issue and outline the next steps by tomorrow.

I completely understand your frustration with the extended delays, and I want to assure you that we are doing everything we can to reach a fair and satisfactory resolution for all parties involved.

Thank you for your continued patience and understanding.

Dear cmorellaquiros94,

Thank you once again for your continued patience throughout the handling of your complaint.

We fully acknowledge that this matter has been ongoing for over five months without a satisfactory resolution or a meaningful response from the casino involved. Under typical circumstances, such prolonged delays would compel us to close the case as unresolved. However, given the significance of your concerns, we are committed to exploring every possible avenue to support you.

At this point, we believe the most effective course of action is for you to escalate the matter directly to the Dirección General de Ordenación del Juego (DGOJ) - the regulatory authority responsible for overseeing licensed casinos in Spain. The DGOJ has the power to enforce compliance, conduct formal investigations, and take legal action if necessary.

There are two ways to submit a formal complaint to the DGOJ:

Online: Via the official complaints form (link here) available on their electronic office. To access this platform, you will need an electronic certificate (such as the one on your national identity card) or access through the Cl@ve system (Identidad Electrónica para las Administraciones).

By post: You may send a written complaint to the following address:

Dirección General de Ordenación del Juego

C/ Atocha nº 3

28012 Madrid

Spain

Once your complaint has been submitted and officially registered, the DGOJ will begin their investigation. If deemed appropriate, they may initiate legal proceedings and inform other relevant authorities as necessary.

I kindly ask that you inform me once your complaint has been submitted to the DGOJ. At that point, we will formally close the case on our platform, acknowledging that it has been escalated to the proper regulatory body. Should the DGOJ reach a conclusion and issue a decision, we will reopen your complaint on our platform and update its status accordingly.

If you need any help drafting or submitting your complaint, feel free to reach out - we’re here to assist.

Dear cmorellaquiros94,

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.

ok i'll raise a case with the DGOJ. This has been ongoing for far too long though and I believe there should be action against their reputation on here. they have literally given me no real reason, response or feedback and they still haven't responded to the email I sent them previously.

I stand by what I said previously. Casino Gran Madrid are thieves.

Dear cmorellaquiros94,

Thank you for your response. Please submit the official complaint to the DGOJ as soon as possible and forward the confirmation to my email address at jakub.m@casino.guru.

Thank you in advance.

Dear cmorellaquiros94,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru