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.