Granawin Casino

Public

Alvarito

Bronze

Spain

Public

3 weeks ago

Original

Translation

Hello,

I am opening this complaint against the Granawin casino because they are keeping my account limited/blocked and withholding my funds (which is a very important amount of money), after a misunderstanding with a document, even though I had already complied with everything required.

The demonstrable facts are as follows:

1. Previously APPROVED Documentation: As soon as the casino limited my account, I uploaded all the identity and source of funds documentation they requested. All of this documentation was reviewed and marked as APPROVED by the casino itself. I fully cooperated with the casino's KYC process by uploading the original documentation.

2. Subsequent Error and Notification: Later, there was a mix-up with the upload of a single document. Upon realizing the unintentional human error, I acted in good faith and immediately contacted Granawin support to inform them.

3. Written casino authorization: The support team responded to me by email confirming that there was no problem and expressly instructed me to upload another document to correct it.

4. Strict compliance: Following your instructions, I immediately uploaded the correct alternative document as proof of address, since you requested more than three documents.

Given that my account had already passed the approval filters and that the only error was immediately corrected with the approval of Granawin support, there is no legal or security reason for them to withhold my money. I have always been willing to comply with KYC and cooperate fully with the casino, and it is unfair that they are withholding my funds and not returning my money. Therefore, I request your assistance in having the casino reopen my account or, failing that, allow me to withdraw my funds immediately.

Attached to this complaint are the emails from the casino confirming there was no problem. Thank you very much.

Álvaro M*** C***

Hola,

Abro esta reclamación contra el casino Granawin porque mantienen mi cuenta limitada/bloqueada y retienen mis fondos (que es una cantidad de dinero muy importante), tras un malentendido con un documento, a pesar de que yo ya había cumplido con todo lo requerido.

Los hechos demostrables son los siguientes:

1 Documentación previamente APROBADA: En cuanto el casino limitó mi cuenta, procedí a subir absolutamente toda la documentación de identidad y origen de fondos que me solicitaron. Toda esta documentación fue revisada y marcada como APROBADA por el propio casino. Siempre colaboré en todo momento con el kyc del casino subiendo la documentación original

2 Error posterior y notificación: Posteriormente, hubo una confusión con la subida de un único documento. Al percatarme del error humano e involuntario, actué de total buena fe y me puse en contacto de inmediato con el soporte de Granawin para avisarles.

3 Autorización del casino por escrito: El equipo de soporte me respondió por correo electrónico confirmándome que no había ningún problema y me indicaron expresamente que subiera otro documento para corregirlo.

4 Cumplimiento estricto: Siguiendo sus propias instrucciones, subí el documento correcto alternativo enseguida como prueba de domicilio alternativa. Puesto que me solicitaron más de 3 documentos.

Teniendo en cuenta que mi cuenta ya había pasado los filtros de aprobación y que el único error fue subsanado al momento con el visto bueno del soporte de Granawin, no existe ningún motivo legal ni de seguridad para que retengan mi dinero. Siempre me he dispuesto a cumplir con el kyc a colaborar en todo momento con el casino y es injusto que retengan mis fondos y no me devuelvan mi dinero. Por ello Solicito su ayuda para que el casino reabra mi cuenta o, en su defecto, me permita retirar mis fondos de forma inmediata.

Adjunto a esta reclamación las pruebas de los correos donde el casino me confirmaba que no había problema. Muchas gracias.

Álvaro M*** C***

Edited by a Casino Guru admin

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

3 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.

Public

Kristina

Complaint Resolution Center Team Lead

Public

3 weeks ago

Dear Alvarito,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

Could you please clarify which documents you have provided?
Do I understand correctly that you uploaded an incorrect document? Can you clarify how this happened?
When did you lose access to your casino account, please?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Sensitive attachment

Alvarito

Bronze

Spain

Sensitive attachment

3 weeks ago

Original

Translation

Hi Kristina,

Thank you for your response and for reviewing my case.

1. Documents provided

I have provided my real ID and the verification documents associated with my account, which the casino requested and which I submitted, and which are completely official. If you provide me with an email address, I could send you all the documentation, as it exceeds the space limit.

2. Regarding the incorrect document

During the verification process, the casino requested additional proof of address. They asked for more than three documents. At that point, I had difficulty providing a valid document in my name and made the mistake of uploading an incorrect file while trying to complete the process.

However, I realized almost immediately that I had not acted correctly and, on my own initiative, I sent an email to the casino's support expressly requesting that they cancel and discard that file so that I could upload correct and legitimate documentation.

I am also attaching proof of that email I sent before any final decision by the casino.

I want to make it clear that my intention was never to commit fraud or harm the casino. In fact, I voluntarily reported the error myself and requested that it be corrected.

Furthermore, support itself responded later, telling me to upload the correct document and request the withdrawal again, which made me understand that the situation could be resolved.

Loss of access to the account

Shortly after these conversations regarding verification and withdrawal, my account was blocked for fraud and they only allow me to withdraw my last deposit, confiscating my earnings.

I remain fully willing to cooperate, verify my identity, and provide any legitimate documentation that may be necessary to resolve this situation.

I also consider it unfair that, being the actual account holder and having legitimately played with my own funds, my winnings are permanently withheld without allowing me to properly complete the verification process after having tried to correct the error immediately and transparently.

Sincerely.

Alvaro M*** C***

Hola Kristina,

Gracias por su respuesta y por revisar mi caso.

1.Documentos proporcionados

He proporcionado mi documento de identidad real y documentación de verificación asociada a mi cuenta que el casino me fue solicitando y yo presenté siendo estas totalmente oficiales. Si me facilitan una dirección de correo electrónico podría enviarles toda la documentación ya que por esta vía supera el espacio

2.Sobre el documento incorrecto

Durante el proceso de verificación, el casino me solicitó documentación adicional de domicilio. Hasta más de 3 me solicitaron. En ese momento tuve dificultades para aportar un documento válido a mi nombre y cometí el error de subir un archivo incorrecto intentando completar el proceso.

Sin embargo, prácticamente de inmediato fui consciente de que no había actuado correctamente y, por iniciativa propia, envié un correo al soporte del casino solicitando expresamente que anularan y descartaran ese archivo para poder subir documentación correcta y legítima.

Adjunto además prueba de ese correo enviado por mí antes de cualquier resolución definitiva por parte del casino.

Quiero dejar claro que mi intención nunca fue cometer fraude ni perjudicar al casino. De hecho, fui yo mismo quien informó voluntariamente del error y solicité corregirlo.

Además, el propio soporte respondió posteriormente indicándome que subiera el documento correcto y solicitara nuevamente la retirada, lo que me hizo entender que la situación podía solucionarse.

Pérdida de acceso a la cuenta

Poco después de estas conversaciones relacionadas con la verificación y el retiro, mi cuenta fue bloqueada por fraude y solo me dejan retirar mi último depósito, confiscándome mis ganancias.

Sigo totalmente dispuesto a colaborar, verificar mi identidad y aportar cualquier documentación legítima que sea necesaria para resolver esta situación.

Considero además injusto que, siendo el titular real de la cuenta y habiendo jugado legítimamente con mis propios fondos, se retengan permanentemente mis ganancias sin permitirme completar correctamente el proceso de verificación tras haber intentado corregir el error de forma inmediata y transparente.

Atentamente.

Alvaro M*** C***

Edited by a Casino Guru admin

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

2 weeks ago

Thank you very much for your reply, Alvarito. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? I understand this may take time, so I appreciate your assistance.

Edited by a Casino Guru admin

Public

Alvarito

Bronze

Spain

Public

1 week ago

Original

Translation

Good evening Kristina

I want to confirm that I already sent you all the relevant correspondence between the casino and me by email a few days ago, as you requested.

Thank you very much for your help and attention.

Sincerely

Álvaro M***

Edited by a Casino Guru admin

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

3 days ago

Dear Alvarito,

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, Samuel (samuel.s@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,

Kristina

Public

Samuel

Casino Analyst & Complaint Specialist

Public

3 days ago

Dear Alvarito,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Granawin Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Granawin Casino,

Please provide detailed information regarding the player’s issue. In particular, we would like clarification on the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations and the applicable Terms & Conditions. According to the player, the incorrect personal details were entered unintentionally, and the correct information was provided during the verification process. We would therefore appreciate any relevant evidence or internal records supporting the decision to confiscate the funds.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Edited by a Casino Guru admin

Waiting for approval

Alvarito

Bronze

Spain

Waiting for approval

3 days ago

Original

Translation