The player from Córdoba had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The player had provided evidence that his KYC verification was fully approved and that no technical or documentary issues were preventing the withdrawal of 2.65 million ARS. The complaint was marked as resolved after the player confirmed the issue had been addressed, and no further action was required from the Complaints Team. The resolution was acknowledged and the case was closed.
Granawin Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: $2,650,000 ARS
Granawin Casino
Safety Index:HighCase summary
Discussion
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2 weeks ago
Translation
On April 19th, I made deposits into my Granawin account, reaching a balance of $2,650,000. I then completed the KYC verification process by uploading my ID, proof of payment, and a utility bill. After an initial rejection due to a missing bank statement, I submitted the required documents and now have all five approved documents (verified by technical support).
On April 20th, I initiated my first withdrawal of $500,000. Four business days have passed, and the status remains 'Pending'. I have not received any notification regarding account issues or additional requirements. When I contacted support, they simply stated that 'there are no deadlines,' contradicting the platform's own Terms and Conditions, which stipulate a payment period. I request the immediate release of the funds, as my identity and the source of funds have already been validated and accepted by the casino.
Automatic translation:
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Dear Martinluppo,
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
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2 weeks ago
TranslationHi Karla, thanks for your reply.
I fully understand the 14-day timeframe you suggest; however, I am attaching to this message a screenshot of my user panel showing that my KYC verification has been 100% completed and approved since April 20th.
As you can see, the 5 requested documents (including the bank statement and proof of funds) have been marked as 'APPROVED' for more than 4 business days. Casino support has confirmed that there are no outstanding requirements on my end, but they claim that 'there are no deadlines' for processing the payment, which creates uncertainty that contradicts their own terms.
I will maintain the requested patience, but I am leaving this evidence on record to demonstrate that there is no technical or documentary impediment that justifies the withholding of my funds ($2.650M ARS) (I have a pending withdrawal of 500 thousand in addition to what is shown).
I await your updates.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Martinluppo,
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,
Karla
