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PlayGrand - Casino not paying accepted winnings.


Resolved - Both the submitting complainant and Playgrand Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Playgrand Casino Review.

Player's Complaint

I withdrew two amounts of winnings,one of $6500 and one of $3500,both were accepted on 25.2.2023 but this money from Playgrand casino has not arrived in my bank account after 13 business days. I have spoken to the online support multiple times and each time they have told me my issue has been escalated to the relevant team and I need to wait for a response,but so far I have not received any communication from said team. All my accepted winnings from this casino have arrived in my account the day after acceptance,except this time.

Read the casino review

3 Responses

User icon
March 15, 2023

Hi QueenP - welcome to

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – and the terms of use for our complaint service here -

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Please quote the last communication you received from the operator about this matter in full.



User icon
March 20, 2023

Issue resolved.

User icon
March 25, 2023

Hi QueenP,

Thanks for letting us know - it is appreciated :)


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QueenP consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • PlayGrand
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Imperium Network Solutions Limited

March 14, 2023

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