The player from Chile faced issues with withdrawals from Granawin casino, where her approved withdrawal requests had not been credited to her bank account. Despite her attempts to communicate through emails and chat, her account was closed, and she remained without her winnings. The complaint was marked as resolved after the player confirmed that her issue had been addressed. We closed the case acknowledging her confirmation and offered further assistance if needed.
Granawin Casino - Player’s account is closed and withdrawals are delayed.
Resolved
Our verdict
Case closed
Amount: $2,500,000 CLP
Granawin Casino
Safety Index 6.8 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello, I'm writing to you to request assistance with my withdrawals from Granawin casino. I made two separate withdrawals on different dates, no more than five days apart. These withdrawals were approved immediately upon request, however, the funds were never credited to my bank account, which they correctly registered. I've sent hundreds of emails, they closed my account, and they blocked the chat. They've been telling me to wait for over a week, but this whole situation has made me completely distrustful, and I still haven't received my money. I don't know where to turn, where to file a complaint, or what to do.
Automatic translation:
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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.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Could you please specify how many days ago was your withdrawal requested?
- Was your account, including the payment method, successfully verified?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you.
Thank you in advance.
Best regards,
Attila
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3 weeks ago
TranslationHello Attila
First of all, thank you so much for your help. Regarding your questions, it's been over 9 days, and yes! My account is verified. The problem is that they blocked my account and the chat, and I have no visibility. Now they're telling me they're investigating.
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3 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 Milenita,
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,
Attila
