Granawin Casino - Player's winnings have been confiscated.

I am requesting Casino Guru’s urgent assistance with a serious dispute against Granawin Casino concerning the confiscation of approximately €1,900 from my account.

My account had approximately €1,900 in balance when Granawin’s Security Department requested additional identity verification. I fully cooperated and submitted exactly what they requested, including selfies with my passport and a handwritten number. The casino requested this verification twice, and I complied with both requests.

The most concerning part is that after I submitted the requested documents, my verification status in the account was still showing as "Pending". The documents had not been marked as approved or rejected.

Despite this, Granawin subsequently removed my winnings and accused me of fraudulent activity.

The casino told me:

"Our Security Department has identified activity on your account that is considered fraudulent. As a result, winnings associated with this activity have been deducted…"

They also stated that the decision was made by management and was final and not subject to further review.

I have repeatedly asked Granawin to explain exactly what they consider fraudulent. However, they have not identified any specific transaction, bet, action or conduct that allegedly constitutes fraud. They have also not provided evidence or explained which specific Terms and Conditions clause I supposedly violated.

Their only explanation is that their "system detected fraudulent activity" and that this was a "management decision".

I find this completely unjustified. I cooperated fully with their verification process and provided all documents requested by their Security Department. It is extremely concerning that my funds were removed while my verification was still showing as "Pending".

I am therefore asking Casino Guru to investigate this case and contact Granawin on my behalf.

I respectfully request that you ask Granawin to provide:

The exact activity they claim was fraudulent;

The evidence supporting their allegation;

The specific Terms and Conditions clause they rely upon;

A complete breakdown of my account balance and the amount confiscated;

An explanation of why my verification was still "Pending" when the decision to confiscate my winnings was made.

I am not asking Casino Guru to automatically take my side. I am asking for a fair and independent review and for Granawin to substantiate its serious allegation.

If Granawin cannot provide a legitimate and properly documented reason for the confiscation, I ask Casino Guru to assist me in recovering the approximately €1,900 owed to me.

I have screenshots of my account showing the "Pending" verification status, the verification requests, the documents submitted, my balance, and the casino’s messages regarding the alleged fraud. I can provide all evidence required.

I sincerely ask Casino Guru to help me resolve this matter and recover my funds. I have attempted to resolve the issue directly with Granawin, but they refuse to provide any specific explanation beyond a generic security decision.

Thank you for your assistance.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Granawin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas