Granawin Casino - Player's withdrawal is blocked due to alleged irregularities.

Granawin ha bloqueado la retirada de mis fondos alegando supuestas irregularidades sin aportar una justificación concreta ni detallada.

Las únicas incidencias en el proceso de verificación fueron menores (una imagen incorrecta y una discrepancia en el número de teléfono por cambio reciente), sin que en ningún caso exista fraude.

Pese a mi disposición a subsanar cualquier aspecto, la empresa ha tomado una decisión unilateral y final, impidiéndome acceder a mis fondos sin base clara ni transparencia.

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Dear MarioSantosUAE,

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 explain how and why the image was edited?
• Also, did you provide evidence to the casino confirming the phone number change?
• Have you provided any other documents to verify your account, and have they all been approved?

Thank you in advance for your reply.

Best regards,

Kristina

Dear Kristina,

Thank you for your response and for taking the time to review my case.

Regarding the edited image, I would like to clarify that I did not intend to commit any kind of fraud. At that moment, I did not have a piece of paper available to write down the requested number, so I digitally added it to the image to comply with the requirement. I understand now that this was not the correct approach, and I sincerely apologize for that. It was a mistake, not an attempt to mislead.

After that, I did submit a proper selfie exactly as requested by the casino, following all their instructions correctly.

Regarding the phone number, I confirm that I previously changed my number due to a change of mobile provider. I did provide an alternative document to support this (such as a bill), although it may not have perfectly matched the casino’s expectations. I am fully willing to provide any additional proof if required.

As for the verification process, I have submitted all the documents requested by the casino. Some were accepted, while others may have required additional clarification. I have always cooperated fully and responded to all their requests.

I want to emphasize that I have acted in good faith throughout and my only intention is to verify my account and withdraw my legitimately obtained funds.

Please let me know if any further information is needed from my side.

Kind regards,

Mario

Thank you very much for your reply, MarioSantosUAE. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hola Kristina,

Gracias por su respuesta.

Le acabo de enviar por correo toda la correspondencia con el casino junto con las capturas solicitadas.

Quedo a la espera de su revisión y de su ayuda para que el caso se resuelva de forma justa.

Muchas gracias.

Mario S***

Dear MarioSantosUAE,

Thank you for your email and for providing additional clarification about your situation.

I truly understand how frustrating this must be for you, especially after providing all the correct documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Providing edited documents, even with good intentions, is a serious violation of the casino’s terms and conditions. This practice is explicitly identified as prohibited. Please, see here:

"...

Duplicate registration (including registering under a new name), the submission of someone else's, invalid, or forged documents (including those that have been edited by using any kind of software or graphic editor)

..."

While we appreciate that your other documents were correct, even a single edited document constitutes a breach of their policies, which has unfortunately led to the account closure and withdrawal issues.

I understand this is a difficult situation, but we must emphasize the importance of ensuring all provided documents are always original and unedited. This is crucial for protecting both your account and your ability to access your funds without complications.

Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.

Best regards,

Kristina