GrandWin Casino - Player's withdrawal request is delayed and unresponsive.

Hello

Sigh

I am a loyal costumer of them ( and their company New Era by sister casinos)

After 12 attempts:

They refuse answer me via live chat .

They refuse me answer my emails.

And this since 6 days.

Normally they answer immediately so i know there is something wrong.

Technical problems or a trick of treatment. I guess number 2.

I send them all the proves via screenshots.

The issue: I have 35€. In account. Avaible for WITHDRAWEL. ( Deposit mount is wagered 5x)

When i ask a WITHDRAWE Request, its return to my account ( after 15 minutes ) WITHOUT information about REJECT or Canceled.

Not 1 time, but 25 attemps. Really frustrating. Never saw this. Normally you get status 'rejected ' then but they handle as nothings happen.

Its strange because in the past i did normal WITHDRAWELS here ( always little amount)

I read also a lot complaints about this casino, but Okay, this happens with all company's.

Ok, its only 35€ but due my muscles disease its stress for me and its not the first time i am victem of scam casinos.

Help me.

Contact them fast. Thats all i ask.

I want the fast my 35€.

I will Share you 1 example because i am so tired and my phone has 500 screenshots, also from other problems with other casinos.

Kind regards

[Redacted]

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.

Dear PL_User2025,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Attila

Hello.

Please ...

You read my message?

I guess not ...

Thats a copy paste answer ....

I dont need to wait because THERE IS NO PENDING WITHDRAWEL. 😉😉😁😁

I said: ITS automatic after 15 minutes " canceled" ( without the status of canceled or rejected in the transaction list )

I have you screenshots.

There is a TECHNICAL error. Or they TREAT me.

And they dont respons via no way

This is what i wrote you .

I had 27 attempts in 6 days

This is NOT normal.

And yes everything is fine. KYC + i had previous WITHDRAWELS + its Real money

Contact them. I have muscles Disease.

I dont sleep

Thanks for understanding

[Redacted]

Read correct what i say

Please contact them 🙏

Also when i send them after for close my account ( for attention?) they not response in any way....

[Redacted]

Dear PL_User2025, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it still automatically getting rejected?

Thank you for your patience and cooperation

Best regards,

Attila

Hello

Please...

The problem is not by me.

Also my deposit was 5x wagered correct, confirmed by support week ago.

Believe me. The COMPLAINTS in Trustpilot says enough.

I used bank transfer for deposit and withdrawel....

Always the same yes 😉

I did 3 little WITHDRAWELS from 40€, always processed in 2 days. 😉

Of course, same situation. As i feel it.

Its clear they treating me. (Or technical error but i dont believe that)

IFF I TRY ASK WITHDRAWEL, its after 15 minutes CANCELED ( without the notification)

Never seen this.

Also last days i asked for close account. Via chat and email no response.

Poor gangsters they are. And this only for 35€

Regards

[Redacted]

Hello PL_User2025,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

🤦🤦🤦🤦🤦

Dear PL_User2025,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello PL_User2025,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GrandWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

They still not answered my emails.

Unbelievable.

Regards.

Sam

Dear Lucia,

As shown in the screenshots previously provided by the player, both withdrawal requests were rejected. We have been informed by the relevant team that the rejections were due to the rollover requirements not being met. This information was also communicated to the player.

These are standard rules that all casinos must comply with in order to meet regulatory requirements.

Best Regards,

GrandWin Casino

hahahahaha

You dont dare say your name?

SADISTIC gangster or slave to your boss.

That is not what the complaint is about at all, you idiot. And you know that.

My 1-year-old dog also knows that your casino has rules.

And I know this too, because I have been playing here for years. 🤡

It is about my 37 requests of €35 that I made and which were automatically cancelled after 5 minutes due to a technical error on your server.

This issue was send to the department and i wait allready a month for an answer.

My rollover had already been played through 10 times, confirmed by your own chat staff.

What a pathetic, hypocritical answer.

Couldn't you have come up with something better?

Just wait, your karma will catch up with you.

Someone will find you one day. I guarantee it.

Guru, it is useless. Just close the topic.

As expected, these gangsters are going to 'subtly' ignore the cheating and the specific issue of the complaint.

Let them stick the €35 up their asses. disgusting scam company of NEW ERA

Sam

Dear GrandWin Casino Team,

Could you please provide any evidence confirming that the player did not meet the rollover requirements? The player has stated that these requirements were fulfilled, and we would appreciate any supporting documentation or records that clarify this matter.

Thank you for your cooperation.

Dear Lucia,

Regarding the two rejected withdrawals dated 17/03/2026 and 18/03/2026 shown in the screenshot provided by the player, these were rejected by the relevant team because the withdrawal requirements had not been met. At the time of both requests, the player had not completed the required deposit rollover. This was communicated to the player

As for the issue mentioned in the player’s most recent message, the relevant team has been in direct contact with the player in order to provide further information and an update regarding the case.

The player will be notified once an update is available.

Best Regards,

GrandWin Casino

Dear GrandWin Casino,

Thank you for your clarification. Please keep us informed of any developments.

Oh my god. Is this all Guru?

I didtn speak about the rejected withrawels. That 2 moments were correct.

Its about what happens after.

Chat support confirmed me 100 times it was wagered and i know it was .

37 attempts, automatically canceled after 15 minutes. Not visible in the transaction history. They promised me they would check the case. 1 month ignore me after 20 emails .

Now they send me yes. Because via this way, they scary for more Complaints. All internet shows their ad reputation ( exclude GuRU )

Now they sended me AFTER 5 weeks treat me that the issue would be solved and i can ask a new withdrawel.

But the money is out my account now.

I dont see my 35€. Its 0€ now.

TOTALY SCAM

Just close this topic. They will never give it.

You dont see they lying and treating me? 🙄

Sam

Dear Lucia,

The relevant team has reviewed the matter, and the player has already been informed and invited to attempt the withdrawal again at their convenience.

Please note that at this time, the player’s balance has been fully utilized by them, and no funds are currently available. Should any further assistance be needed, they are welcome to reach out to us.

Best regards,

GrandWin Casino

Dear PL_User2025,

Could you please clarify the current situation regarding your account balance? Specifically, can you confirm whether your balance of €35 has already been played and that there are currently no funds available for withdrawal on your casino account?

We appreciate your confirmation so we can better understand and assist you if needed.

I didtn played 35€

They are lying. They stole it. As they ignored 1 month my emails. What a surprise. What a scam company.

Nevermind. As i said, i will never be get it.

Close topic.

I will warn people in other forums.

Sam

Dear GrandWin Casino Team,

Could you please clarify whether the player’s balance was confiscated or played by the player?

Additionally, we kindly ask you to provide any relevant evidence supporting your claims that the player has used their balance. Please forward this documentation to lucia.s@casino.guru. At the moment, we are facing conflicting information regarding the disappearance of the €35 balance, and any supporting materials would help us properly assess the situation and determine the appropriate next steps in resolving this case.

Thank you in advance for your cooperation. I look forward to your response.

Dear PL_User2025,

Do you have any documentation, such as screenshots or messages from the casino, that would indicate your balance was confiscated?

Regarding your request to close the complaint, please note that if you decide to no longer communicate with us, the complaint will be closed and marked as rejected. Kindly let me know how you would like to proceed.

Thank you for your cooperation.

Dear

I dont understand your question.

I can give you a screenshot with the current balance 0€ yes 🤔🤷

As i told you, i didtn played. THEY ARE LYING.

And iff you want reject the complaint, do what you want. Iff you feel better.

I will warn people via other ways.

Regards

Sam

Dear Lucia,

As mentioned above, the relevant team carefully reviewed the matter and ensured that the player was contacted directly with the necessary information and guidance regarding the error that occurred.

Please also note that the player subsequently continued using the account balance through gameplay activity and the balance has since been fully utilized.

At this stage, as the appropriate department has already communicated with the player and provided them with an update, there is no further action that can be taken from our side in relation to this matter.

Best regards,

GrandWin Casino

@Grandwin

Awefull Lyre 🙂

Dear both parties,

As a final attempt to clarify and resolve the situation, I would kindly ask the casino to provide supporting evidence for their claim that the amount of €35 was played by the player. Please provide a gameplay log or any other relevant documentation clearly showing that the funds were used in gameplay and that no confiscation took place on the casino’s side.

Please send the requested documentation to lucia.s@casino.guru.

At present, both sides are presenting conflicting statements, however no supporting evidence has been provided by either party to substantiate their claims.

In order to proceed fairly, this documentation is necessary.

Dear Player,

If you wish to withdraw from the complaint resolution process, please clearly confirm your request in writing. Please be aware that in such a case, the complaint will be closed as rejected, and any potential opportunity to recover your funds (in the absence of any other grounds for confiscation) may be lost.

Thank you for your understanding and cooperation.

Dear Lucia,

Thank you for your patience.

As already stated in our previous correspondence, we are unable to disclose any information relating to the player or their gaming activity. This includes account activity, internal investigations, and any private communication exchanged between the player and the relevant department.

Please note, however, that the player themselves has full access to their gaming history and the communication received from our team. Should they choose to do so, they are free to share this information directly with you, which we believe would be the most efficient and amicable way to resolve the matter.

Until such authorization or disclosure is provided by the player, we are required to strictly comply with our Terms & Conditions and Privacy Policy in order to safeguard the player’s personal data and account security.

Furthermore, we can confirm that the relevant department thoroughly investigated the matter, provided the player with all necessary information regarding the issue encountered, and informed them once the technical issue had been resolved.

We remain confident that all appropriate actions were taken on our side and strongly encourage the player to share the relevant information and correspondence available to them, as this would significantly assist in bringing the matter to a prompt resolution.

Best Regards,

GrandWin Casino

@Grandwin. F*** off.

SLAVE SUPPORT lyer.

@ Guru, they can not give the prove because they are lying.

@Guru. The only prove i can give you is the 0€ amount.

Unfortunately i deleted the +10 chats i had with the support where they confirmed my issue, that the casino had 30 days ' technical errors ' and i couldnt withdrawel the 35€.

Now i see I can not log in anymore. Haha.

This says enough. They BLOCKED my account.

As i said. Close topic. Jesus. They can put their 35€ in their ass.

I will never get the money back. You dont see that?

Look at Askgambers and Trustpilot. The revieuws about this scam company says ENOUGH.😏

Regards

Sam

Dear PL_User2025,

In accordance with your request to close the complaint and as the casino failed to provide sufficient documentation proving that you lost all funds from your casino account through gameplay, we have decided to close this case as unresolved.

I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. Please be aware that this case may be reopened at any time should there be any new developments from either party involved.

In the meantime, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.

For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru

I’m truly sorry we couldn’t reach a more positive resolution.

Best regards,

Lucia S