If you see a message that your account is not as reliable as the one you used at your previous casino, the most common cause is incomplete identity verification or login errors.
Identity Verification (KYC) Not Going Through
You see a notice that your documents are pending or rejected.
- Documents are blurry or not fully visible
- Name on document does not match account name
- Document type not accepted (e.g., student ID instead of passport)
- Expired document
- Log in and go to the KYC section.
- Check which documents are still required.
- Take a clear photo showing all four corners.
- Ensure the document is in colour and not expired.
- Upload the front and back of ID.
- Upload a recent utility bill or bank statement as proof of address.
- Make sure your name appears exactly as on your account.
- If your address does not match, update your profile first.
- Do not crop or edit the image.
- Use a high-resolution camera.
- After uploading, wait for the review.
- If rejected, read the reason given.
- Correct the issue and re-upload.
- If your documents are still rejected, contact support with the exact reason displayed.
If after two attempts your documents are still rejected, contact support with the exact reason displayed.
Cannot Log In or Account Locked
You see an error that your password is wrong or your account is locked after several attempts.
- Forgotten password
- Caps lock or keyboard language issue
- Account locked due to too many failed attempts
- Browser cache or cookies causing session conflict
- Account deactivated for inactivity or security
- Go to the grandmondial.gr.com page and try a different browser.
- Clear your browser cache and cookies.
- Disable VPN or proxy if active.
- Check that you are using the correct website address: grandmondial.gr.com.
- Click “Forgot Password” to reset it.
- Check your email for the reset link (check spam).
- Create a strong password with letters, numbers and symbols.
- Wait some time after a lockout before retrying.
- Try logging in from your phone browser if the computer fails.
- Do not use autofill passwords that may be outdated.
- If you still cannot log in, contact support.
If you have tried all steps and the account remains locked, contact support with your username and a screenshot of the error.
Deposit Taken from Bank but Not on Casino Balance
Your bank shows a deduction but the casino balance has not increased.
- Payment provider delay
- Incorrect payment method chosen
- Bank or card issuer pending hold
- Deposit pending manual review
- Wait a short while before taking further action.
- Refresh the casino cashier page.
- Log out and log back in to see if balance updates.
- Check if the deposit method has a temporary block.
- Contact your bank to confirm the transaction was authorised.
- Ensure you used the correct deposit amount and bonus code if any.
- Take a screenshot of the bank statement showing the payment.
- Go to the transaction history to see if it is pending.
- If the status is “pending”, it may take longer than usual.
- If the status is “completed” but balance missing, contact support.
- Do not double deposit while waiting.
- Use the same payment method you normally use.
- If you used a card, check if it is a prepaid card that may not work.
- Attach the bank screenshot when contacting support.
If the money is still missing after a reasonable time, contact support with your deposit details.
Withdrawal Pending Longer Than Expected
Your withdrawal status shows “pending” for several days.
- Pending verification of documents
- Wagering requirements not met
- Account not fully verified
- Withdrawal method specific processing time
- Large withdrawal subject to manual check
- Check your account verification status in the KYC section.
- Confirm that all documents are approved.
- Review whether you have met any wagering requirements for bonuses.
- If you have an active bonus, complete the wagering first.
- Check the minimum and maximum withdrawal limits for your method.
- Ensure you have no pending chargebacks or disputes.
- Look at the expected processing time for your chosen method.
- If the status is “processing” for longer than typical, contact support.
- Do not cancel the withdrawal to attempt a different method unless advised.
- Keep your account active by logging in occasionally.
- Do not request multiple withdrawals at once.
- If you changed your password recently, it may trigger a security hold.
- Provide any requested documents promptly.
- If the status remains unchanged after a normal wait, contact support.
If the withdrawal remains pending for an unusually long time, contact support with the transaction ID.
To avoid most issues, always complete your account verification before depositing and use the same login credentials and payment methods you registered with.