Granawin Casino - Player believes that their withdrawal has been delayed.

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Dear filipephill,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear filipephill,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, Karla, thank you very much for your help. Unfortunately, the issue has not yet been resolved. I write to the casino’s chat every day, and yesterday they decided to ask again for proof of the deposit made on March 12. Clearly to buy time, and I attached it again. This behavior is unacceptable for a certified and licensed casino. I request your help. I will attach their emails and the chat conversation.

This were all the deposits of the day they mentioned. And also my IBAN. Still waiting. A 15-day wait is unacceptable these days, and they’re acting in bad faith to see if the customer gives up. This behavior is highly negative, and these days, with how fast technology and communications are, it’s, as I said, unacceptable

An update on the information. Now, after 15 days, they decided to cancel the withdrawal and put the money back into the casino account. Unacceptable. Now they're telling me to request the withdrawal again.

Dear filipephill, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hi Karla,

• Regarding the withdrawal issue, the answer is no, I've never made a withdrawal before, and this is my first one. They keep canceling my order, either because something is missing or something else, and my last order was pending for 15 days before being canceled again. They use this strategy to see if the customer gives up and spends the money. Their behavior is unprofessional and inappropriate. They shouldn't have a license to operate, but they should know that I will not give up.

• Yes, the KYC is passed a long time ago

• Made several deposits and played combining these deposits with the bonus granted.

• Played only casino games

im going to send the coumnications with the casino to your email

Dear filipephill,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Hadi, hadi.a@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear filipephill,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Granawin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Granawin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear filipephill,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi