The player from Spain has been attempting to withdraw funds for 12 months, but each request gets canceled due to repeated documentation requests, even after providing the necessary documents multiple times. This ongoing situation unjustifiably prolongs the withdrawal process.
Granawin Casino - Player’s withdrawal has been delayed.
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Waiting for Casino Guru to reply
1d 13h 51m 32s
Granawin Casino
Safety Index:HighCase summary
Discussion
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6 days ago
Translation
I'm trying to withdraw funds. Every time I request a withdrawal, it gets canceled and they ask for documentation.
When I send the documents and they are approved, I request the withdrawal again and they cancel it again to ask me for more documentation.
This happens in all withdrawal attempts, even when it asks me to verify my address several times, despite having previously provided it.
They are unjustifiably prolonging the process and are not accepting any withdrawals, despite having sent all the documentation required to verify the account.
Automatic translation:
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5 days 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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5 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Attila
