The player from Spain faced account limitations at Granawin Casino, which withheld the funds due to a misunderstanding regarding a document. Despite previously approved documentation and prompt corrective actions based on the casino support team's guidance, the player requested that the account be reopened or that the remaining funds be made available for withdrawal. The casino ultimately cited a violation of its Terms and Conditions concerning duplicate accounts as the reason for confiscating a portion of the winnings. After reviewing sensitive internal evidence provided by the casino, the Complaints Team concluded that the casino's decision was justified and rejected the complaint. The player was advised that, if they disagreed with the outcome, they could escalate the matter to the Kahnawake Gaming Commission.
Granawin Casino - Player's account is blocked and funds withheld.
Unjustified complaint
Amount: €1,046
Granawin Casino
Safety Index 7.2 Above averageCase summary
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***
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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
TranslationHi 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***
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.
TranslationGood 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***
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
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
TranslationHello Samuel,
Thank you for taking charge of my claim and for contacting Granawin for more information about the case.
At the moment, I have no further information to add beyond what has already been explained. However, if you believe it might be helpful for the investigation, I would be happy to provide any documentation, screenshots, emails, or additional information you may need.
I am at your disposal to collaborate in any way necessary and help clarify the facts as quickly as possible.
Thank you so much for your help and for following up on my case.
All the best.
Álvaro Morlesin Conesa
Hello, we will investigate this case and give an update as soon as possible.
We verified that the fund are still available on user's balance, and no withdrawal was requested.
@Alvarito, Could you clarify your current situation? Are you unable to request a withdrawal?
TranslationHello everyone,
I want to clarify what the casino representative said in the image.png because it's not true. The problem isn't that I didn't want to request a withdrawal; the problem is that all my attempts were rejected, and then they took my money.
As you can clearly see in my transaction history (image_2.png), I tried to withdraw the €1046.72 several times, and the casino rejected all my withdrawals (they all appear as "REJECTED"). Right after that, they charged me a "BALANCE CORRECTION" of -€778.36 out of the blue, wiping out almost all my winnings and leaving my account at zero.
So it's a lie that the money is still available for me to withdraw. The casino has confiscated my winnings directly from my account. That's why I'm requesting that all my money (€1046.72) be returned to me so I can withdraw it.
Thank you so much.
Álvaro Morlesin Conesa 
Hello everyone,
thank you for the updates.
Dear Alvarito,
thank you for the additional clarification and for providing the screenshots. I can see from the transaction history that several withdrawal requests were rejected and that a "BALANCE CORRECTION" entry was subsequently applied to your account. I appreciate you bringing this to my attention.
Dear Granawin Casino,
thank you for joining the complaint and for your cooperation so far. However, based on the player's latest explanation and the screenshots provided, it appears that the main issue is not simply the inability to submit a withdrawal request, but rather the fact that the player's balance was reduced following the rejected withdrawals.
Could you please clarify:
- why the player's withdrawal requests were rejected,
- what exactly the "BALANCE CORRECTION" transaction represents,
- and on what grounds the player's winnings were deducted from the account?
If this action was taken due to a breach of your Terms & Conditions, I would appreciate it if you could specify the relevant rule and provide any supporting evidence or internal records that justify the deduction.
Thank you both for your cooperation. I will wait for the casino's clarification before proceeding further with the assessment of this complaint.
TranslationHello, Samuel:
Thank you very much for your intervention and for forwarding the correct questions to Granawin. While we await their response, I would like to clarify a few key points regarding my case:
Regarding the rejected withdrawals: I want to emphasize that the rejections were not due to any error on my part, nor was it because I sent incorrect or erroneous documentation. I cooperated fully, sending every piece of evidence they requested. The real reason for the rejections is that the casino was stuck in a continuous loop: it would validate one document, then ask for a new one, and in the meantime, systematically reject the withdrawal request.
Regarding the "Balance Correction": I consider this measure an unjustified withholding of my legitimate earnings. I do not understand on what legal or contractual grounds they are confiscating my money, as I have not violated any rules. I consider it an arbitrary action to avoid paying me.
Availability of evidence: I would like to add that I have saved all emails, conversations with casino support, and all the documentation I have sent them throughout this process. Absolutely all documents are legitimate and original. If you need me to resend them or provide copies of these interactions to demonstrate this verification process, please do not hesitate to ask; I am at your complete disposal.
I await to see what arguments or alleged "evidence" the casino presents, since I have acted with complete transparency and good faith.
Thank you again for your help.
Dear Alvarito, our investigation concluded that the balance remains on your account. You need to request a withdrawal. Could you please try once more and let us know the result?
TranslationThe casino representative isn't telling the whole truth. He says my balance is still in the account and that I should request a withdrawal, but what he's not saying is that they've taken all my winnings, completely violating my status as a casino player, since I always sent all the original requested documentation, as I showed in the emails I sent to his colleague Kristina. 
As you can see in the attached screenshot of my transactions, I tried to withdraw my real balance of €1046.72, and the casino canceled it twice. After that, they performed a "Balance Correction" and deducted €778.36 without my knowledge.
Right now they've only left €268.36 in the account, which is exactly the amount of my first deposit.
Obviously, I'm not going to request any withdrawals right now. If I only withdraw my deposit, the casino will consider the problem resolved, and I'll lose the money I've won.
What I'm asking Casino Guru is to inquire with the casino why they deducted €778.36 from my account. I demand that they return my full balance of €1046.72 so I can withdraw it all at once, which is the money I'm entitled to.
I've attached a photo of the history where you can clearly see what they've done.
Dear Alvarito, in that case, we will specifically investigate about the amount deduction you mentioned. We appreciate your patience to wait a little bit more until our investigation on this speficially mater is complete.
Hello everyone,
thank you for the updates.
Dear Granawin Casino,
thank you for your response and for agreeing to investigate the balance deduction in more detail. I appreciate your willingness to look into this specific issue.
As the player's main concern is the deduction of €778.36 following the rejected withdrawal requests, I believe it is appropriate to wait for the outcome of your investigation before drawing any conclusions.
Please let us know your findings once your review has been completed, including the reason for the balance correction and any relevant information supporting it.
I will await your update.
Dear Alvarito, the deduction on your balance was due the violation of our T&C regarding duplicate accounts. We've also learned that you received an e-mail where it was promptly explained. The remaining funds, however, is on your balance and available for withdrawal.
TranslationDear Casino Guru team and Granawin Casino representative,
I am writing to express my complete disagreement with the casino's decision to confiscate my winnings and to provide further information about my case.
I want to point out a clear contradiction in the reasons given to justify this action. I have attached screenshots that demonstrate the following:
On the one hand, the casino representative in this same thread claims that the deduction is due to an infraction for "duplicate accounts".
On the other hand, in the official email I received from the security department, I am generically accused of "fraud".
I categorically deny both accusations. I have never created a duplicate account on your platform nor have I committed any type of fraud. All the documentation you requested for account verification is original, truthful, and belongs solely to me.
Since I am accused of having multiple accounts, I respectfully request that Casino Guru mediators demand that Granawin Casino provide relevant and detailed technical evidence to support this serious accusation. I consider it completely unjust that my funds are being confiscated based on accusations they cannot prove.
Additionally, the casino email instructed me to withdraw the balance left in my account (equivalent to my last two deposits) before its final closure. However, I wish to officially state in this mediation that I will not be making any withdrawals at this time. I do not accept the casino's decision or the unjustified confiscation of my money, and therefore I will not make any further transactions until this situation is clarified and my entire legitimate balance is restored.
I played fairly, respecting all the Terms and Conditions, and I demand a full refund of all winnings. I am at Casino Guru's complete disposal for any clarification or additional documentation they may require. Furthermore, if necessary, I can send Samuel the complete record of my conversations with Granawin support directly to his email address for their review; I have already sent this to his colleague Kristina.
Sincerely,
Álvaro Morlesin Conesa 
Hello everyone,
thank you for your updates.
Dear Granawin Casino,
thank you for your clarification. However, the player disputes both the allegation of duplicate accounts and the confiscation of the winnings.
To assess this case objectively, I kindly ask you to provide more detailed information regarding the alleged duplicate account violation. In particular, please clarify:
- what led you to conclude that the player operated duplicate accounts,
- which specific provision of your Terms & Conditions was violated,
- and, if possible, provide any relevant supporting evidence or records (such as technical logs, account comparison data, or other documentation) that substantiate this conclusion.
I understand that certain information may be sensitive. If you are unable to disclose it publicly, you are welcome to provide the evidence via email for my confidential review. (samuel.s@casino.guru)
Dear Alvarito,
thank you for your detailed explanation. I understand that you disagree with the casino's conclusions. Before I can assess whether the confiscation of your winnings was justified, I would first like to review the evidence on which the casino based its decision.
I will therefore wait for the casino's response before proceeding further with my assessment.
Hello everyone,
thank you both for your cooperation throughout this complaint.
Dear Granawin Casino,
thank you for providing the requested information and supporting documentation via email. I appreciate your cooperation.
Dear Alvarito,
I have now carefully reviewed the evidence provided by the casino, including documentation from their internal systems. As these materials contain sensitive internal information, I understand why they could not be published publicly in the complaint thread.
Based on my review of the evidence, I have concluded that the casino's decision was sufficiently supported and in line with the applicable Terms and Conditions. For this reason, I am unable to challenge the casino's actions. Although I understand that this outcome will be disappointing for you, based on the available evidence I must consider the casino's decision justified. Consequently, this complaint will now be rejected.
If you do not agree with my assessment, you may still consider escalating the matter directly to the Kahnawake Gaming Commission. You can submit a complaint through the following page:
https://gamingcommission.ca/interactive-gaming/complaints/
Alternatively, you may contact them by email at:
complaints@gamingcommission.ca
Thank you both for your cooperation throughout the investigation.
Best regards,
Samuel
Casino Guru
