The player from Spain faces account limitations at Granawin casino, which is withholding his funds due to a misunderstanding regarding a document. Despite previously approved documentation and prompt corrective actions based on casino support's guidance, he requests the reopening of his account or immediate withdrawal of his funds.
Granawin Casino - Player's account is blocked and funds withheld.
Opened
Current status
Waiting for player to reply
6d 22h 48m 39s
Granawin Casino
Safety Index:HighCase summary
Discussion
Public
Public
9 hours ago
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***
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 hour 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
Public
1 hour 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
