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.