The player from Portugal had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player’s account had been migrated from B20 Casino to Granawin without his consent to the new terms and conditions, including a welcome bonus and maximum bet rules that had not been present at B20. The casino claimed the player had violated these rules by exceeding bet limits during the active bonus, but the player denied ever receiving any warnings or notifications about such limits. The casino had failed to provide any evidence or proof of warnings despite multiple requests. Due to the lack of cooperation and absence of supporting documentation from the casino, the complaint was marked as unresolved by the Complaints Team.
Granawin Casino - Player claims that payment has been delayed.
Insufficient evidence from casino
Black points: 5,539
Amount: €4,699
Granawin Casino
Safety Index 6.8 Above averageCase summary
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Dear Twins,
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
Translation
Thanks for the reply, but the problem is that the withdrawals aren't pending. They've been canceled.
TranslationI really need to sort this out as it's a great injustice.
Dear Twins,
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.
TranslationNothing has been resolved. Payments have been canceled. I need support. Thank you.
TranslationA very important piece of information for this case. There were no such conditions at B20. I was migrated to Granawin and was never asked to approve these new rules.
Dear Twins, we would like to remind you that you have been informed several times about the maximum bet rule while playing with an active bonus.
However, our records show that you repeatedly exceeded the allowed limit of €5 while using the Special Casino Welcome Bonus. For example, you placed a €10 bet on Crazy Balls and won €3,000. You also placed a €12 bet on Monopoly Big Baller, winning €1,288. In addition, you made nine bets of €37.50, one bet of €29, and several others ranging between €10 and €26, all while the bonus was still active.
Please note that exceeding the maximum bet limit while a bonus is active is a violation of the bonus terms and conditions.
TranslationThe Welcome Bonus was applied automatically and without consent.
This point remains unanswered:
I did not request the bonus.
I am not a new customer - my account has been migrated from B20 Casino, including balance, points and VIP status.
A Welcome Bonus cannot be applied to a migrated customer. These conditions did not exist at B20 Casino.
The system never blocked, warned or limited any bets. How can I guess if this wasn't happening before?
Thank you.
TranslationAnd the stakes were these:
€1 Coin Flip → 3000x
€4 Monopoly Big Baller → 322x
Thank you!
Dear Twins,
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, Kubo, (jakub.m@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
TranslationThank you. I would like to add this information from Granawin's VIP Manager where she states that everything will stay the same:
Hello, dear Joao, 😊
I hope you are well.
Please don't worry, I have news for you.
I'm contacting you to let you know that your account will be automatically transferred to our new platform: http://granawin.com/.
The process will be simple and smooth, and you'll be able to log in using your current username and password. 🔐
Please rest assured, the following points will be transferred to your new account:
- Your VIP level.
- Your balance (real and bonus).
- Your CP points.
- I will continue to be your VIP manager and accompany you there. 🤝
For you, everything will remain pretty much the same, as a continuation of your current experience. ✨
Before transferring, let me know if you have any:
- Open bets
- Pending withdrawals
- Active or pending bonuses
If so, reply to this email and I'll review everything to make sure it's all correct. 👍
In addition, I have a special bonus for you as a welcome on Granawin. 🎁
You can also save my new email: kate@granawin.com 📩
I look forward to continuing this new stage together. 💛
🎉 Join the Telegram VIP channel for exclusive extras! 🎉
‼️ IMPORTANT ‼️
Once you've joined, send me your Telegram link or username.
💡 Note: To take part in draws and promotions, this step is mandatory! Don't miss it! 😊
Sincerely,
Kate VIP.
Opening hours:
Monday to Friday: 08:00-16:00 GMT
Dear Twins,
It is a pleasure to e-meet you; my name is Kubo, and I will be overseeing your complaint from this point forward.
If there have been any updates or changes since your last correspondence, please feel free to share them with me at your convenience.
In line with our standard procedure, I would like to invite a representative from Granawin Casino to join this conversation. Their involvement will facilitate a smoother and more efficient resolution to your case.
Dear Granawin Casino,
If you could kindly provide detailed information regarding the player’s issue, I would greatly appreciate it. Specifically, could you clarify the account transfer from the different platform? Was the player’s account transferred as stated, along with all the associated stats mentioned in the last message? Additionally, was the first deposit bonus activated automatically?
Thank you in advance for your cooperation and prompt response.
Best regards,
Kubo
TranslationHello, Kubo. Thanks, Kubo. There's nothing new. Just a great sense of injustice at everything that's happened. I look forward to a positive resolution of the case. I have always been and will always be a player / person who plays by the rules. It's important to know them in advance. In the case of the transfer, I didn't accept any new terms and conditions. It was a platform transfer only.
TranslationDear Kubo,
Thank you for your continued monitoring of my case.
I would like to reinforce with the utmost clarity and vehemence an absolutely central point, which cannot be ignored in this analysis:
The conditions now invoked by Granawin DID NOT EXIST in the B20 Casino
-I am a long-time B20 Casino player.
-My account was fully migrated to Granawin (balance, VIP, points, history).
-I play in exactly the same way as I always have, with the same habits, limits and types of bets.
-There has never been a rule at B20 Casino equivalent to the one now being applied to justify the confiscation.
At no time
-I was informed of relevant new rules,
-been alerted to changes in playing conditions,
-accepted new Terms and Conditions,
-been treated as a new customer.
The migration was explicitly presented as a continuation of the existing experience, which is confirmed by written communication from the VIP Manager.
👉 It is manifestly unfair and contrary to good industry practice to apply new, more restrictive and penalizing rules to a migrated player, without prior warning and without explicit consent, especially when the system has allowed all game activity without any blocking or warning.
I reiterate that:
-I neither requested nor activated the bonus,
-I was not aware of any different rules,
-I played in good faith, as I always have at B20 Casino.
For these reasons, I maintain that the confiscation of winnings is unjustified and request that the decision be reversed and the €4,699 paid.
I am available for any further clarification you may deem necessary.
Best regards,
Twins
Portugal
We would like to clarify again that the main issue in this case relates to the player repeatedly ignoring multiple warnings regarding the maximum bet rule while playing with an active bonus. The player was warned and chose to ignore. Despite these warnings, our records show that the player repeatedly exceeded the allowed limit while the bonus remained active. For example, the player placed a €10 bet on Crazy Balls and won €3,000, as well as a €12 bet on Monopoly Big Baller, resulting in winnings of €1,288. Additionally, the player placed nine bets of €37.50, one bet of €29, and several other bets ranging from €10 to €26 during the active bonus period.
TranslationGood morning. I never received any warning, pop-up, notification or block about alleged bets over the limit while the bonus was active. All bets - including those within the €5 limit - were accepted and paid out normally by the system, without any warning or hindrance. The narrative that I ignored "several warnings" is totally false and does not correspond to reality. If such warnings existed, you would have been able to present them - which you didn't, because they simply never existed.
I hope that you will correct this false information and that the case will be dealt with on the basis of the real facts.
TranslationI never - I repeat, never - received any warning, pop-up, block, notification or alert about betting limits while the bonus was active. Your own system accepted all bets without a hitch. The attempt to rewrite reality with false claims that "I ignored several warnings" is absurd and unacceptable. I will not tolerate you distorting facts to justify wrongfully withholding legitimate winnings.
I expect you to immediately correct this fabricated version of events and deal with the case on the basis of real data, not fiction.
Dear Granawin Casino,
In your latest post, you stated that the player was warned multiple times about exceeding the maximum bet limit but chose to ignore those warnings. However, the player claims that no such warnings were ever received.
Could you please clarify how and when these warnings were allegedly communicated to the player? For example, were they issued via live chat, email, on-screen notifications, or another method?
Thank you in advance for your clarification.
TranslationThanks Kubo.
From my point of view, the casino's claim that I was "warned several times" about the maximum bet limit is totally FALSE. IT NEVER HAPPENED. At no time did I receive any warning - neither before, during nor after betting.
I therefore need this claim to be clarified objectively:
How and when were these warnings supposedly communicated?
Were they sent via live chat, email, notifications on the interface, pop-ups, or via some other verifiable method? THEY WERE NOT!
So far, the casino has not provided a single piece of evidence that such warnings existed. NOR WILL IT BE ABLE TO, BECAUSE THEY ARE FALSE!
And with this claim being used as the basis for justifying the decision taken, I consider it essential that the casino provides:
Complete records of the alleged warnings
The exact time at which each warning was issued
The means of communication used
Logs or screenshots proving that I was actually notified. IT'S IMPOSSIBLE. THEY DIDN'T EXIST.
Without this evidence, the casino's claim has no validity and cannot be used as grounds for penalizing the player - in this case, me.
Best regards.
We completely understand the importance of providing objective evidence to clarify this situation. To ensure we address the questions accurately and transparently, we have escalated this request to our technical and compliance teams. Thank you for your patience and understanding in the meantime.
TranslationThanks for the update, Kubo.
The casino claims that I "ignored several warnings", but that never happened.
There isn't a single warning, pop-up, email, message or block - because none was sent.
Also:
I'm not a new customer - I was migrated from B20 with balance, VIP and points.
I never activated any bonus - it was applied automatically after the migration.
The system accepted all bets without any alerts.
Withdrawals were processed without any restrictions, which shows that the system never identified any violations.
I only ask that the casino provide real proof of the alleged warnings.
If they don't exist - and they don't - the whole basis of the penalty falls through.
I am a serious person and I feel deeply wronged by this situation.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello,
Our position remains the same. Granawin's Terms and Conditions are clear regarding the use of Casino Bonus and Max Bet Rules. Player's bets represented a clear violation of our Terms.
TranslationHello,
Thank you for your reply, but it doesn't address the crux of the complaint.
The casino keeps repeating that there has been a "clear violation" of the Terms and Conditions - but avoids answering the essential question:
Where are the alleged warnings they claim were sent to the player?
The casino has publicly stated that I "ignored several warnings".
So I ask again - objectively and directly - that you provide:
Complete records of the alleged warnings
The exact time at which each warning was issued
The means of communication used (chat, e-mail, pop-up, notification, etc.)
Logs or screenshots proving that I was actually notified
So far, the casino has come up with absolutely nothing.
And the reason is simple: these warnings never existed.
I would also like to stress that
I never activated any bonus - it was applied automatically after the B20 migration
All bets were accepted by the system without any warning
Withdrawals were processed normally, which shows that the system never identified any violation
There was not a single warning, block, pop-up, email or message
Repeating that there has been a "breach of terms" does not replace the obligation to prove the claim made.
If the casino claims that it sent warnings, then it must provide proof.
If it can't - because they don't exist - then the penalty imposed is unfounded.
TranslationHello Granawin. I never accepted Granawin's terms and conditions regarding the use of the Casino Bonus and the Max Bet Rules. This did not exist at B20. You migrated my account automatically. Do you understand that? I played as usual. You never warned me about anything. Where's your proof? Thank you very much.
TranslationHello again, Granawin,
Thank you for your reply, but it still doesn't answer the essential point of this complaint.
You claim that there has been a "clear violation of the Terms and Conditions".
But for there to be a violation, it is necessary that:
The player has accepted these Terms, and
The player has been duly informed of the applicable rules, including wagering limits and bonus conditions.
Neither of these two conditions has been met.
1. I never accepted the Granawin Terms and Conditions
My account was automatically migrated from B20 Casino.
I did not create a new account, make a first deposit, accept new terms, be informed of changes or be treated as a new customer.
The VIP Manager herself confirmed in writing that:
"For you, everything will remain pretty much the same, as a continuation of your current experience."
Therefore, retroactively applying new rules - which did not exist in B20 - is unfair and contrary to good practice.
2. The casino claims to have sent "several warnings", but doesn't provide a single piece of evidence
If there really were warnings, then there should be:
Records
Logs
Schedules
Screenshots
Chat history
Notifications sent
Emails sent
So far, the casino hasn't shown anything.
And the reason is simple: those warnings never existed.
3. Repeating that there was a violation does not replace the obligation to prove what they claim
The casino is trying to justify the penalty on the basis of:
A bonus I never activated
Terms I never accepted
Warnings that were never sent
Rules that didn't exist at B20
Bets that the system itself accepted without any block or warning
4. The system accepted all bets and even processed withdrawals
If there really was a violation:
The system would have blocked the bets
Issued warnings
Prevented withdrawals
Flagged the account
None of these things happened.
Conclusion
The casino continues to avoid answering objective questions:
Where are the warnings?
When were they sent?
By what means?
What proof is there?
Until these answers are given - and they won't be, because the warnings never existed - the penalty imposed is unfounded.
I'm waiting for the casino to finally respond to the central point, instead of repeating generic phrases that don't correspond to the facts.
TranslationI ask that the case be decided on the basis of these objective elements.
I want to emphasize that I have nothing against the casino - I've always liked the platform - but in this specific case there were clear flaws that cannot be ignored.
Dear Granawin Casino,
I requested clarification from you on May 18. On May 22, you replied that you understood the importance of providing objective evidence and stated that the matter had been escalated to the relevant department.
However, after my follow-up inquiry, you came back without providing any evidence, clarification, or explanation, apart from repeating the claim that the player violated your terms and that your position remains unchanged. So far, none of the specific questions raised have been addressed.
Therefore, in order not to delay the process any further, I would like to reiterate my request:
Could you please clarify how and when the alleged warnings were communicated to the player? For example, were they sent via live chat, email, on-screen notification, or another method?
Additionally, please clarify how the bonus was activated after the account transfer. Was it activated automatically? If so, how was the player informed about this?
If possible, please also provide the player’s full gameplay history from the moment the bonus was activated until the balance confiscation, together with any other relevant correspondence between the casino and the player regarding this issue.
You may send the supporting evidence directly to my email address: jakub.m@casino.guru.
Thank you.
TranslationHello Kubo,
Thank you for your clear and objective intervention.
I confirm that I am fully available to collaborate and provide any additional information you deem necessary.
I would just like to reinforce that, to date, the casino has not provided any proof, record, notice, history or documentation to support the allegations made - despite having had more than enough time to do so.
For my part, I stand by everything that has already been explained:
- I never activated any bonus,
- I never accepted the Granawin Terms,
- I never received any warnings,
- and all bets and withdrawals were accepted normally by the system.
Thank you for continuing the analysis and I look forward to the next steps.
Thank you.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationHi Kubo,
Thank you for the update.
I’d just like to reiterate that my main goal is a fair resolution of this case, which naturally includes payment of the amount owed to me if the casino is unable to provide evidence justifying the withholding of my winnings.
For my part, I remain fully available to cooperate and provide any additional information you deem necessary.
I am still waiting for the casino to submit the documentation it claims to have, so that the situation can be analyzed objectively and transparently.
Thank you for your continued follow-up.
TranslationGood afternoon, Kubo. I already have the complaint ready to send to the casino regulator. Unfortunately, it looks like we’ll have to go down this path. I really like Granawin, and I’m still an active player, but I can’t accept this completely unfair and unfounded situation.
TranslationDear Kubo,
I have taken note of Granawin’s message stating that they sent an email with additional information.
I would like to note that I have received absolutely nothing from the casino—no email, no evidence, no logs, no warning, no screenshots, nor any document supporting the claim made.
Thank you.
Dear Granawin Casino,
With all due respect, the information provided does not address the relevant points of this case. The key questions raised on several occasions remain unanswered, and the requested supporting evidence has not been submitted.
As a result, there is unfortunately no way for us to proceed further with the resolution of this matter based on the information currently available.
Dear Twins,
Unfortunately, without further cooperation from the casino, there is very little more we can achieve in this matter. For this reason, I will now mark the complaint as unresolved in our system.
I fully understand that this is not a satisfactory outcome for you. However, unresolved complaints negatively affect the casino’s rating on our platform, which may encourage the casino to reconsider its approach. If the casino decides to provide the requested information or cooperate further, we will reopen the complaint and notify you by email.
In the meantime, I recommend contacting the Kahnawake Gaming Commission (KGC) Licensing Authority and submitting a complaint by sending a summary of your issue to complaints@gamingcommission.ca. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.
I am sorry I could not be of more help on this occasion.
Best regards,
Kubo
