The player from Germany faced issues with his withdrawal, which had been repeatedly canceled despite all necessary documents being accepted. He provided payment confirmations multiple times, yet the casino claimed the payment wasn't verified, leading to the continuous cancellation of his withdrawal. The issue was resolved, and the player marked the complaint as resolved in the system. We appreciated his cooperation and encouraged him to reach out for any future issues.
Granawin Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €621
Granawin Casino
Safety Index 7.2 Above averageCase summary
Discussion
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6 months ago
Translation
I'm trying to get a withdrawal. Initially, it was repeatedly canceled with the note that "the user" had initiated it, which isn't true. I contacted support, and they told me my account wasn't validated. I had already uploaded all the necessary documents, and they were marked as "Accepted." Now they keep asking for payment confirmations, which I've uploaded four times already. Despite this, they still tell me the payment isn't verified. I paid using Apple Pay via Revolut. I've taken screenshots of everything I can: bank statements, payment confirmations, and a list of all payments to this casino. They're simply refusing, and my withdrawal is canceled every time.
Automatic translation:
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6 months 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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6 months ago
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 explain which of the documents you uploaded weren't approved?
- Do I understand correctly that you provided a bank statement associated with your Revolut bank account?
- Did you achieve your current balance with the help of a bonus?
- Could you please explain which department you informed regarding the fact that you used Apple Pay, to your knowledge? What response did you receive?
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
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6 months ago
TranslationHello Thomas,
Allegedly, it's about proving the transaction.
I uploaded a screenshot of my Revolut account statement. The casino doesn't allow PDF uploads. Revolut also offers a PDF confirmation for each individual transaction, which I also uploaded, but it wasn't accepted either.
I didn't use a bonus, but made a real money deposit of 20 euros. This wasn't flagged.
I can't say which department. All emails always come from... noreply@granawin.com
Here is the text from the email:
Hello T****!
We regret to inform you that the document you submitted (693967b1e33bb.png) has not been approved. Reason: Please upload proof of your last deposit – a screenshot of the transaction showing the deposited amount, the date and time of the transaction, and the bank account number along with the account holder's name.
Edited by a Casino Guru admin
Automatic translation:
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6 months ago
Ich habe nun endlich folgende Antwort erhalten:
Please be informed that the uploaded documents have been reviewed and verified. Kindly be advised to request a new withdrawal so that it can be checked in a live queue order.
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Staubfinger,
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,
Tomas
