GrandWin Casino - Player's withdrawal sent to wrong wallet.

Five days have passed since I reported that my withdrawal #101885353379833324 (R$ 8,297 in cryptocurrencies) was marked as APPROVED on September 8, 2026, BUT the funds were NOT sent to my wallet 0x312D89c6d3E359b799d70db5Cb380A4e67D2614a.

Metamask responded to my email and confirmed that no USDT value was sent via BSC to my wallet that day.

https://bscscan.com/address/0x312D89c6d3E359b799d70db5Cb380A4e67D2614a#tokentxns

I checked BscScan and Etherscan — no pending or completed transactions are associated with this withdrawal.

The chat support kept repeating that the transaction had been "approved," but without a TxHash, it wasn't effectively sent to the blockchain.

Attached is a screenshot of the email and my wallet transactions. The money was NOT sent.

After almost 6 days, on September 14th, GrandWin responded to my email and provided the TxHash: https://bscscan.com/tx/0xce3de7263a0b52854dc30db449bc7f83c0e52a16617227907067c6d549ba5463

The problem is that they sent the money to a wallet that isn't mine. The destination address 0xEe14BfCcCbFEf96947a0268498c11782D9B354dA holds over US$600,000 in portfolio assets and has been active on the blockchain for over 550 days. This is a third-party wallet or an internal system, not my personal receiving address.

As you can see in BscScan, the recipient address in your TxHash does NOT match my registered wallet address. You sent US$1,619.23 USDT to an unrelated internal/third-party wallet (0xEe14...54dA) and NOT to my wallet (0x312D...14a).

Email support confirms the money was sent to a wallet I didn't specify at the time of withdrawal, but they haven't corrected the error.

I want my money.

I have all the screenshots, including the moment I made the withdrawal and correctly entered my wallet address.

0x312D89c6d3E359b799d70db5Cb380A4e67D2614a

The error is proven and clear, but they haven't corrected it.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please share a screenshot of the payment instructions as they appear when attempting to make a withdrawal in the casino?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

It would be the first withdrawal. I had deposited more than R$ 2,983.75 in several small deposits.

And on the first withdrawal they did this.

When I try to make a new withdrawal, they ask for a minimum amount to be withdrawn and open the payment page. And the account is empty.

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, Michal (michal.k@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 sarahfons,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite GrandWin Casino to join the conversation.

Dear GrandWin Casino Team,

Could you please clarify why and how the player’s withdrawal was reportedly sent to a different cryptocurrency address (0xEe14...54dA)?

According to the player’s statement and the screenshots provided, the withdrawal address entered by the player appears to have been 0x312D...14a.

I would appreciate your explanation of this discrepancy, including which address was recorded in your system when the withdrawal request was submitted, and your proposed solution for resolving the matter.

If there is any information or evidence relevant to this matter that cannot be disclosed publicly, please feel free to share it with me directly at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sarahfons,

I have tried to contact the casino repeatedly but have received no response. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider escalating your case to the Alternative Dispute Resolution (ADR) provider. All licensed operators under Anjouan Gaming (AOFA) Authority are required to engage one or more Alternative Dispute Resolution ("ADR") providers approved by the Authority.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru.

You might also find our How to submit a complaint to a regulator | Casino Guru useful.

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru