The player from Hungary had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team had advised the player to wait at least 14 days for the withdrawal to be processed due to possible delays from KYC verification or high withdrawal volumes. After the recommended time frame had passed, the player was asked to provide an update but failed to respond. Consequently, the complaint was closed due to lack of communication, with the option to reopen if the player resumed contact.
Gransino Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: 400,000 Ft
Gransino Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
3 weeks ago
Translation
Dear Casino Guru!
I would like to file an official complaint against Gransino Casino because they have been refusing to process my withdrawal for a whole week. On Sunday and Monday, May 24th and 25th, 2026, I initiated two withdrawal requests, each worth 200,000 HUF (total 400,000 HUF) via bank transfer.
According to the casino's policy, the processing time is a maximum of 3 business days, which finally expired on Thursday last week. On Friday, I sent them an official complaint by email, to which I received a response that my case was given "high priority". Despite this, today, Monday morning, June 1st, I am still only getting template responses on the live chat, and my money has still not been approved.
My account is completely clean, I haven't been asked for any verification documents, and I haven't broken any bonus rules. I think the casino is intentionally holding my winnings, waiting for me to play them.
I am asking for Casino Guru's help to force Gransino casino to immediately pay me my rightful 400,000 forints.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Dear renato1992,
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,
Complaints Resolution Center
Public
Public
2 weeks ago
Dear renato1992,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
1 week ago
Dear renato1992,
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.
Public
Public
6 days 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,
Karla
Casino.Guru
