The player from Germany encountered issues with withdrawing his winnings despite having submitted and successfully verified all necessary documents. He was falsely accused of having links to other accounts without any evidence provided by the casino, which led him to believe that the provider was unwilling to process his payment. The player confirmed that no other accounts shared his IP and that he focused on sports betting. The complaint was closed due to the player's lack of response to further inquiries.
Granawin Casino - Player's withdrawal is delayed due to false accusations.
Closed
Our verdict
Player stopped responding
Amount: €2,027
Granawin Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
Ladies and Gentlemen
Unfortunately, the provider is refusing to process my payment, even though I submitted all the necessary verification documents. All my documents were successfully verified. I am being falsely accused of having links to other accounts, but the provider cannot provide any evidence. I urgently request your assistance, as I believe the provider simply doesn't want to pay out my winnings.
Thank you in advance.
Automatic translation:
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2 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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2 months ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do you currently have access to your casino account, please?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationHello Kristina,
No, that's not possible. I accessed the account at home via my private Wi-Fi and on my phone via mobile data. It should be absolutely impossible that the same IP address was used for both games.
I focused on sports betting and still have access to my account.
Best regards
Manuel
Automatic translation:
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2 months ago
Thank you very much for your reply, Manni1860. Do I understand correctly that you have €2027 (dispute value) in your casino account?
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.
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1 month ago
Dear Manni1860,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
