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PlayGrand - Pending Withdrawal since May 2020


Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our PlayGrand Casino Review.

Player's Complaint

Since may this year I'm experiencing issues from Playgrand. They falsely claim that my provided Visa credit card is not accepted anymore, but that's the same one I've used to load my balance and received my past winnings. The support hosts team leader in the live chat is telling me he hasn't the power to increase the speed of my process. I've always been told that it's under review. The financial department is feeding me with information about "please give us more time to review your case". They have my PayPal meanwhile and three bank account information which I provided in PDF as they requested. All together with my credit card, PayPal, PSB Bank, Union Bank. there are four ways to pay me out.

Read the casino review

4 Responses

User icon
August 16, 2020

Hi jesfaust - welcome to!

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.

I'll contact the operator and see what we can find out for you.



User icon
August 16, 2020

Hello Team,

I'm very glad to hear from you, if you need anything else from me please let me know. I've got livechat transcripts and emails to offer from conversations with the PLAYGRAND support and account team, if that's necessary for the process.

User icon
August 19, 2020

Guys I don't have the need for any further assistance. Appreciate your time and consideration, it's solved. We got paid. Thanks also to PLAYGRAND WHITEHATGAMING for the late payment. Unfortunately after this experience we won't play at home anymore. Prefer to have sessions inside a casino nearby instead.

User icon
August 20, 2020

Hi Jesfaust,

Thanks for letting us know - it is appreciated!


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

August 16, 2020

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