Gransino Casino - Player faces delayed withdrawals at casino.

I have been playing at Gransino for 2 years with a fully verified account. Recently, I requested a withdrawal, but the casino cancelled the second half of my payout, claiming it was a 'payment provider issue'. This is the second time in two months that they have delayed my money, violating their own T&C which states a 3-business-day processing time. I suspect they are intentionally delaying the payout to force me to play the money back. The casino has not offered any alternative payout methods and keeps stalling."

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which payment methods have you used so far to withdraw your winnings from this casino?
• Have you submitted a new withdrawal request since your previous one was cancelled? If so, when exactly did you submit it, and which payment method did you choose?
• Could you please send me a screenshot of the payment methods available in your casino account for withdrawals?
• When was the last time the casino communicated with you regarding the problem with processing your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I used my Visa card

Payouts always a arrive as a Card Refund.

I will attach screenshots.

Here are the screenshots as edvidence.

Here are the screenshots as edvidence.

Here are the screenshots as edvidence.

Here are the screenshots as edvidence.

Dear Veronika, I need to report an urgent issue. Gransino just credited an unsolicited 15,000 HUF to my casino balance on top of my delayed winnings. I suspect this is a trap to force me into a wagering requirement and invalidate my complaint. I have NOT touched this money and I refuse to play with it. Please note that the casino is using unfair tactics during this mediation."

Dear Veronika,

I am writing to kindly ask for an update on my case. I provided the requested details and the official email screenshot about the unsolicited 15,000 HUF credit.

Since my balance is still locked and the casino is using these unfair tactics, I am very anxious to move this mediation forward. Could you please let me know what the next steps are and if you have contacted Gransino Casino yet?

Thank you for your time and help.

Hi, I am just checking in regarding my case. I have already provided all the requested evidence and documents earlier. Since it has been a week since our last update, I would appreciate it if you could let me know the current status of the investigation, or if you have managed to contact the casino. Thank you for your help!"

Hi, I am just checking in regarding my case. I have already provided all the requested evidence and documents earlier. Since it has been a week since our last update, I would appreciate it if you could let me know the current status of the investigation, or if you have managed to contact the casino. Thank you for your help!"

Dear Jociszarkaf29

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, Samuel (samuel.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,

Veronika

Dear Jociszarkaf29,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Gransino Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Gransino Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Jociszarkaf29,

Following a review of your account in relation to your concerns, we would like to clarify that you have not attempted any withdrawal request from July 3, 2026.

Please be advised that we are committed to assisting you with your pending and future withdrawals. We intend to provide you with a comprehensive update regarding these transactions at the earliest opportunity. 

Thank you for being so patient with us! We really appreciate it.

Kind regards,

Gransino Casino team.

Dear Casino Guru and Gransino Team,

To clarify: I have intentionally not attempted any NEW withdrawal requests after July 3rd, because my previous 3 withdrawal attempts were already canceled by the casino without a valid reason, and I was given an unsolicited 15,000 HUF bonus instead.

I stopped submitting new requests to avoid complicating the transaction history while waiting for this official dispute to resolve, and because there is absolutely nothing wrong with my payment card.

My funds from the previous successful gameplay are still withheld. I am waiting for the Gransino team to honor those original funds and provide the comprehensive update they promised in their email."

Hello everyone,

thank you both for the updates.

Dear Jociszarkaf29,

thank you for clarifying the situation. I understand that you intentionally did not submit any new withdrawal requests because you wanted to avoid creating further confusion while the previous withdrawals and the cancellation reasons are still being reviewed.

Dear Gransino Casino,

thank you for your response. However, the player's clarification suggests that the main issue is not the absence of a new withdrawal request, but rather the previously cancelled withdrawal attempts and the reason why the original funds have not been paid out.

Could you please provide the promised comprehensive update regarding the previous withdrawal requests, including the exact reasons why they were cancelled and the current status of the player's remaining balance?

Thank you both for your cooperation. I will await your clarification.

Dear Jociszarkaf29,

We sincerely apologies for any inconvenience that may have caused due to the withdrawals getting cancelled.

Upon reviewing your account we can see it was not processed on time. We kindly suggest you to not take much longer while attempting the withdrawal request.

We kindly suggest you to please reattempt the withdrawal request and let us know once done. We will try our best to process it for you at the earliest opportunity.

We sincerely appreciate your understanding and cooperation regarding this matter. We look forward to receiving your update.

Kind regards,

Gransino Casino team.

Please remove the unsolicited 15,000 HUF bonus from my account immediately. I did not request this bonus, and it is currently blocking me from making the withdrawal that you requested in your ema

Here is the screenshot proof of the blocked withdrawal due to the bonus."

Hello everyone,

thank you both for the updates.

Dear Gransino Casino,

thank you for your response and for confirming that the previous withdrawals were not processed in time. I appreciate the clarification.

However, according to the player's latest update, they are currently unable to submit a new withdrawal request because an unsolicited bonus has been credited to their account, which is preventing them from proceeding. The player has also provided a screenshot supporting this claim.

Could you please review this matter and, if the bonus was indeed added without the player's request, remove it from the account so that the player can submit the withdrawal request you have asked for?

Dear Jociszarkaf29,

thank you for the update and for providing the screenshot. Once the bonus has been removed, please submit a new withdrawal request and let us know here so we can continue monitoring the case.

Thank you both for your cooperation.

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 Jociszarkaf29,

We have throughly reviewed your account as per your concern regarding your inability to process withdrawals.

Our relevant department has thoroughly reviewed your account and confirmed that there are no active restrictions or blocks. You should be able to proceed with your withdrawal requests.

We recommend attempting the transaction again after clearing your browser cache, closing all open tabs, or trying a different device.

If the issue persists, please reply to this email with a screenshot of the error message so we can investigate further.

We look forward to your update.

Kind regards,

Gransino Casino team.

Dear Moderator,Thank you for your assistance. Unfortunately, the casino's response is just a delay tactic and does not address the actual issue. While they correctly stated that my account is not banned, they completely ignored the main problem regarding the unwanted 15,000 HUF bonus.This bonus was automatically placed on my account without my consent, and because it is still active, the system technically blocks me from submitting any withdrawal request. The casino completely avoided taking action on this.Please do not accept their reply as a resolution. I kindly request you to urge the casino once again to manually remove/forfeit this 15,000 HUF bonus from their backend so that I can finally withdraw my own real funds.Thank you for your continued support."

Hello everyone,

thank you for the updates.

Dear Gransino Casino,

thank you for checking the player's account and confirming that there are currently no general restrictions preventing withdrawals.

However, the player maintains that the 15,000 HUF bonus is still active and is preventing them from submitting a withdrawal request. Could you therefore please specifically check this bonus and confirm whether it is currently active on the account?

If the bonus was credited without the player's request and is indeed preventing the withdrawal, please remove/forfeit it manually so that the player can submit a withdrawal request using their real-money balance.

Dear Jociszarkaf29,

once the casino has confirmed that the bonus has been removed, please try submitting a new withdrawal request and let us know the result here.

Thank you both for your cooperation.

Dear Jociszarkaf29,

We regret to learn about your experience.  

To investigate this matter further, could you please provide a screenshot of the error message stating that the 15,000 HUF bonus is still active?

Additionally, please share any further details you may have, such as the date you received the bonus. This information will assist our team in their investigation.

We sincerely appreciate your understanding and cooperation regarding this matter. We look forward to receiving your update. 

Kind regards,

Gransino Casino team.

Thank you for your response.Please note that I have already uploaded the requested screenshot of the error message directly here on the Casino Guru platform on July 8th, which is the exact same day I received this unsolicited (unwanted) bonus.The evidence has been available in this complaint history for over a month. The system incorrectly shows that this 15,000 HUF bonus is still active, despite the fact that I never requested it.For your convenience and to prevent any further delays in this investigation, I have attached the exact same screenshot to this message once again.I kindly ask the Gransino team to finally review the provided evidence and resolve this issue.Thank you for your assistance.

Dear Jociszarkaf29,

Thank you for providing the requested screenshot.

Based on this information, our team has confirmed that you received a 15,000 HUF cash bonus on July 8, 2026, which has not been wagered till date. Please note that the wagering requirement for this bonus is x1.

In accordance with clause 7.6 of our Terms and Conditions, we kindly request that you complete this wagering requirement so that we can help you further with your withdrawal request.

We look forward to your update.

Kind regards,

Gransino Casino team.

Dear Support / Casino Guru Team,I am writing to update you on my withdrawal request. Following your previous instructions, I have successfully completed the 1x wagering requirement for the 15,000 HUF cash bonus received on July 8, 2026.I have attached a screenshot of my account balance and transaction history showing that the requirement has been fulfilled.As a result, I have now submitted a new withdrawal request for my total balance of 160,000 HUF. Please review the attached proof and proceed with the processing of my withdrawal as soon as possible.Thank you for your assistance.

Hello everyone,

Dear Gransino Casino,

thank you for the clarification and for guiding the player through the remaining wagering requirement. I appreciate you looking into the matter and clarifying the situation regarding the 15,000 HUF bonus.

Could you please confirm whether everything is now in order on the account and whether the player's new withdrawal request for 160,000 HUF can now be processed normally?

Dear Jociszarkaf29,

thank you as well for your cooperation and for providing the requested screenshots and updates. I appreciate your patience throughout the investigation.

I will await the casino's confirmation regarding the current status of the withdrawal.

Thank you both for your cooperation.

Thank you for the update. The casino has changed my withdrawal status to 'Pending', but the money has not yet arrived in my account. I would like to keep this complaint open until the funds are fully received. I will update you as soon as the money arrives."

Dear [Ügyintéző Neve], the casino approved my 160,000 HUF withdrawal request on Monday evening, but the transaction has been 'pending' for over 3 business days now. I only receive copy-paste template answers on live chat, and they show no willingness to prioritize my case, even though I have been waiting for my money for over 2 months. I feel the casino is deliberately delaying the process, hoping I will reverse the withdrawal. I need your help again, as they are still not paying me despite our agreement."

Dear Casino Guru Team,I would like to update my complaint with the latest screenshot and current status. The withdrawal amount is 160,000 HUF, which is well within the casino's daily limits.I have already completed the 1x wagering requirement for the unsolicited bonus they added to my account. Today marks the 4th business day since my withdrawal request, which exceeds the casino's official 3-business-day processing time. As you can see on the attached screenshot from my Gransino account, the status is still pending, and the casino is clearly delaying the payment.Thank you for your assistance in resolving this.

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 Jociszarkaf29,

Please be advised that the pending withdrawals are currently being processed and will be completed as expediently as possible. We will provide a further update regarding the status of these transactions at the earliest opportunity.

Thank you for your patience and understanding while we work through this.

Kind regards,

Gransino Casino team.

The attached screenshot clearly proves that the casino has already breached its own official withdrawal deadline. I want to settle this dispute immediately and strictly demand the release of my long-delayed payment without further excuses."

Dear Jociszarkaf29,

We would like to clarify that the delay was due to not completing the wagering requirement of the 15,000 HUF bonus.

However, we are pleased to inform you that your withdrawal of 160,000 HUF, has been successfully processed, and the funds were dispatched from our end on September 3, 2026.

The funds may take between 3 and 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Please be advised that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We trust that this information will assist in clarifying the matter for you.  

Our team extends its best wishes for your future endeavors. 

Warm regards, 

Gransino Casino team.

Hello everyone,

thank you, Gransino Casino, for the update and for clarifying the reason for the delay. I also appreciate your cooperation in resolving the matter and for confirming that the 160,000 HUF withdrawal has now been successfully processed and dispatched.

Dear Jociszarkaf29,

according to the casino's latest update, the 160,000 HUF withdrawal has now been sent from their side and should reach your account within approximately 3–5 business days, depending on the payment method and your bank.

Please allow this timeframe for the funds to arrive and let us know once you receive the payment.

Thank you both for your cooperation.

Subject: Dispute Resolved - Thank you / Case Closed (Account: [Ide írd a felhasználóneved])Dear Support Team / Casino Guru Team,I am writing to inform you that my withdrawal has finally been processed and received after two months.Thank you very much for your assistance and for helping me resolve this matter. We can now officially close this case.

Hello everyone,

Thank you, Gransino Casino, for your cooperation and for providing the clarification regarding the delay.

Dear Jociszarkaf29,

I'm glad to hear that your issue has been resolved and that you have received your withdrawal. I'll go ahead and mark the complaint as 'resolved' in our system.

I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, I would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru