Gransino Casino - Player is struggling with withdrawal issues.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Έχω αίτηματα ανάληψης προς επεξεργασία εδώ και 8 ημέρες και δε προχωράει η διαδικασία μου.εχω σχεδόν 23.000 στο λογαριασμό μου και αρχίζω να ανησυχώ.εχω έρθει σε επικοινωνία με την gransino χωρίς να έχω κάποια συγκεκριμένη απάντηση για τον λόγο που αργεί η διαδικασία.παρακαλω πολύ να επιληφθείτε το θέμα μου και την λύση τις καθυστέρησης.εαν χρειάζεστε κάποια επιπλέον αποδημητικά η κάτι άλλο παρακαλώ να μου ζητήσετε να σας τα προσκομίσω.ευχαριστω

Τα αιτήματα ανάληψης έγιναν τις ημερομηνίες:26/8-27/8-29/8 από 500€ σύνολο 1500 €.και θα ήθελα να μάθω ποσο καιρό θα μου πάρει για να μπορώ να τραβήξω όλα τα χρήματα από το λογαριασμό μου.

After contacting Gransino at least 10 times, my withdrawal requests are still being processed and without telling me the date the deposit will be made to my account. Please take every action so that the money is deposited into my account. They say that the withdrawal request is processed in 3 business days and 11 business days have passed without any information for me.

Thank you for your reply and for providing the details of your pending withdrawals. I completely understand that waiting for your winnings can be frustrating. Please note that, according to our experience, most withdrawal requests are processed within a 14-day period. This timeframe ensures that all transactions are carefully verified and completed safely, both for you and the casino. Occasionally, processing may take slightly longer depending on the payment provider and internal verification steps.

I recommend allowing up to 14 days from your request for the withdrawals to be fully processed and paid out. I appreciate your patience and cooperation.

Can you explain to me approximately how long it will take me to withdraw €23,000 from my account at this rate?That doesn't sound like a reasonable answer from you.🥴

Θα ήθελα να με ενημερώσετε για τα αιτήματα ανάληψης που έχω αιτηθεί εδώ και 15 μέρες χωρίς καμία διεκπεραίωση των αιτημάτων μου.εαν στις 20 μέρες μπορώ να κάνω ανάληψη 1500€ τα 23000€ που έχω στο λογαριασμό μου πότε θα τα έχω πάρει;

Μάλλον σε 1 χρόνο. Απλός Απαράδεκτοι!!!!η κατάθεση μου φαίνεται στο δευτερόλεπτο και η ανάληψη μου δεν ξέρω πότε και αν καταβληθεί.εω λεφτά στο λογαριασμό μου και δεν έχω λεφτά .μπράβο σας

Θα ήθελα να με ενημερώσετε για τα αιτήματα ανάληψης που έχω αιτηθεί εδώ και 15 μέρες χωρίς καμία διεκπεραίωση των αιτημάτων μου.εαν στις 20 μέρες μπορώ να κάνω ανάληψη 1500€ τα 23000€ που έχω στο λογαριασμό μου πότε θα τα έχω πάρει;

Μάλλον σε 1 χρόνο. Απλός Απαράδεκτοι!!!!η κατάθεση μου φαίνεται στο δευτερόλεπτο και η ανάληψη μου δεν ξέρω πότε και αν καταβληθεί.εω λεφτά στο λογαριασμό μου και δεν έχω λεφτά .μπράβο σας

Thank you very much, Maxxxx1985, for providing all the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Maxxxx1985,

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 all,

We appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Gransino Team

Δεν με καλύπτει αυτή η αόριστη απάντηση από μέρους σας και θα ήθελα να δώσετε περισσότερο βάση για την διεκπεραίωση του θέματος μου γιατί έχουμε ξεφύγει κατά πολύ στην διαδικασία επεξεργασίας των αιτημάτων μου. Απαιτώ μια ακριβές απάντηση από μέρους σας για την ημερομηνία κατάθεσης στον λογαριασμό

Τον μήνα έχω 5000€ όριο ανάληψης.με την μεγάλη καθυστέρηση από μέρους σας δεν θα μπορέσω να φτάσω αυτό το ποσό.θα ήθελα να κάνετε οποιαδήποτε ενέργεια ώστε να μπορέσω να βγάλω το ποσό που αναφέρετε στους όρους σας για το μηνιαίο όριο ανάληψης και είστε υποχρεωμένοι να το κάνετε.

Απαιτώ την γρήγορη επίλυση του θεματος μου.και θα ήθελα να εγγυηθείτε ότι οι αναλήψεις μου από εδώ και πέρα θα είναι μέσα στα χρονικά όρια που καθορίζετε εσείς. 3-5 ημέρες το πολύ.

Dear all,

We appreciate your patience.

We would like to inform you that we requested documents for verification. Once you provide it you will be able to continue the withdrawal process.

Best regards,

Gransino Team

Τα έχω προσκομίσει εδώ και 2 μέρες θα μπορούσατε να ενημερωθείτε πρίν απαντήσετε.

Τι άλλο θα βρείτε για να καθυστερήσει η διαδικασία της κατάθεσης ?

Dear Maxxxx1985,

Thank you for your update. I would like to kindly ask the casino representative to clarify the current status of your verification process.

Could you please confirm at what stage the verification stands and whether any additional steps are still required?

Dear all,

We appreciate your patience.

We would like to inform you that withdrawal requests made on the 22nd, the 23rd, and the 24th of September have successfully completed from our side, and we are working on the current request.

Best regards,

Gransino Team

Από ότι βλέπω πρέπει να κάνω παράπονο για να ενεργήσετε σωστά και αυτό με μεγάλη καθυστέρηση.Ελπίζω να είστε τυπικοί από εδώ και πέρα χωρίς ακυρώσεις και καθυστερήσεις χωρίς λόγο για να μην χρειαστεί να τα ξανά πούμε από εδώ.

Thank you to the casino representative for the response and the information provided.

I kindly ask you, Maxxxx1985, to let me know once you have successfully received your withdrawals, so I can keep the case updated and make sure everything is moving in the right direction. I understand that such delays can be frustrating, and I appreciate your patience while we work towards a resolution.

First of all, I would like to thank Maxxxx1985 for their cooperation and patience throughout this complaint. I truly appreciate the way they have handled the situation despite the delays.

That being said, I would like to understand why your casino is not adhering to the standard withdrawal rules. Specifically, why has the player been informed of an alleged €5,000 monthly limit, which does not seem consistent with fair and transparent payout practices?

I strongly urge you to resolve this matter by ensuring that Maxxxx1985 withdrawals are processed strictly in line with your stated withdrawal rules, without further unnecessary delays. In the interest of fairness and compliance, the player’s funds should be paid out according to the agreed terms and within the shortest possible timeframe.

Dear all,

We appreciate your patience.

We would like to inform you that due to our Terms and Conditions 6.11 player's withdrawal limits per month are 7000 EUR.

We are working on the current withdrawal request with the highest priority.

Best regards,

Gransino Team

Εδώ δεν μπορούμε να βγάλουμε 5.000 και μου λες ότι έχω οριο 7.000?Δεν είναι σοβαρή απάντηση στην ερώτηση που σου έκανε ο samuel.δεν με καλύπτει η απάντηση σου και περιμένω μια ποιο ολοκληρωμένη απάντηση......

Έχω το δικαίωμα να ζητήσω όλο μου το πόσο που έχω στο λογαριασμό μου με κατάθεση στον τραπεζικό μου λογαριασμό και να αποχωρήσω από το gransino γιατί δεν έχω άλλο υπομονή με την στάση αυτή και αρχίζω να ανησυχώ πολύ. Περιμένω μια σοβαρή απάντηση πάνω στο θέμα μου

Thank you for your message, and I completely understand your frustration, Maxxxx1985. Your concerns are absolutely valid, especially given the ongoing confusion between what has been communicated to you and what is stated in the casino’s Terms and Conditions.

At this stage, I would like to emphasize that I am already well aware of the withdrawal limits outlined in section 6.11 of your Terms and Conditions, which are clearly defined and accessible. However, I kindly ask the Gransino Team to ensure that these rules are applied consistently and that the player’s withdrawals are processed strictly in accordance with them.

Considering the significant delays and the player’s patience throughout this matter, I strongly urge the casino to prioritize completing all pending withdrawals without further postponements and to maintain transparent communication regarding the status of each payment.

Maxxxx1985, please keep me updated on how your withdrawals are progressing - how much has already been paid, when you received your latest payment, and once any additional funds arrive. This information will help me track the situation accurately and support a fair resolution of your case.

Dear all,

We truly appreciate your patience.

We would like to inform you that withdrawal requests made on 03.10, 04.10, 05.10 have been successfully completed from our side, and we are working with the current requests with the highest priority.

Best regards,

Gransino Team

Δεν βλέπω να υπάρξει λύση στο πρόβλημα μου όταν δέχομαι τέτοιες απαντήσεις.το θέμα μας είναι ότι δεν με αφήνετε να φτάσω στο μηνιαίο όριο ανάληψης μου με το προβληματικό σας σύστημα ενώ άλλα υπόσχοστε στους όρους σας 6.11 . Την μια ολόκληρη εβδομάδα εξετάζεται τα αιτήματα και την επόμενη τα πληρώνεται με αποτέλεσμα να φτάνει τέλος του μήνα και με μεγάλη προσπάθεια από εμένα να βγάζω το 50%-60% στην καλύτερη των περιπτώσεων βάση τους όρους σας.

Hello Maxxxx1985,

Thank you for your update and for sharing more details about your experience. I understand this situation can be frustrating, especially with the delays you’ve described.

I’ll extend the timer for this complaint by another week so we can continue to monitor how things develop. Please keep me informed about any updates, including whether additional withdrawals are being processed and if the casino continues to follow its stated Terms and Conditions.

Once we have more information, we can decide on the next appropriate steps.

Dear Maxxxx1985,

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.

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,
Samuel
Casino.Guru

We’ve reopened this complaint at the request of Maxxxx1985. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Samuel ευχαριστώ για την γρήγορη ανταπόκριση.

Όσο είχαμε ανοιχτή την συζήτηση μας οι πληρωμές μου μετά από καιρό γινόντουσαν στην ώρα τους.αφου κλείσαμε την συζήτηση επανήλθε πάλι το ίδιο πρόβλημα .

Δεν έχω απαίτηση να βρούμε λύση αλλά να τηρούν τους όρους που βάζουν οι ίδιοι.

Hello there,

Thank you for the update. I am sorry to hear that the same issue has returned after the complaint was previously closed. You are absolutely right, the casino should adhere to the terms and conditions it has established, including the timely processing of withdrawals.

I would like to kindly ask the casino representative to provide clarification regarding the current delays and to explain why the player’s withdrawals are not being processed within the expected timeframe.

In the meantime, could you please also provide a brief update on the status of your most recent withdrawals (for example: dates requested and whether any part has been processed)? This information will help us evaluate the situation more effectively.

Thank you both for your cooperation. I kindly ask for a bit more patience while we continue to look into this.

Τα τελευταία αιτήματα μου είναι 1-11 ,2-11,3-11. Δηλαδή πέρασαν 6 ημέρες χωρίς να διεκπεραιωθούν τα αιτήματα ανάληψης μου χωρίς να ξέρω πόσο ακόμα θα αργήσει και έως αποτέλεσμα να μην μπορέσω να φτάσω το μηνιαίο όριο ανάληψης που δικαιούμαι 7.000€

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the current requests with the highest priority.

Best regards,

Gransino Team

Hello Gransino Team, hello Maxxxx1985,

Thank you for your responses.

I appreciate the update, however, I must kindly request more detailed clarification regarding the ongoing delays. At this point, the provided information is very general, and it would be helpful to understand:

• What is the specific reason these withdrawals are delayed?
• Are there any internal verifications, technical issues, or policy-related procedures currently affecting the payout process?
• What is the estimated timeframe for the completion of the player’s outstanding withdrawals?

The player has already been waiting for several days without any concrete information, and this uncertainty is causing concern - especially considering the monthly withdrawal limits stated in your terms.

Providing a transparent explanation will allow us to better assess the situation and ensure that everything is proceeding fairly and according to your own rules.

Thank you once again for your cooperation.

I kindly ask both sides for a bit more patience while we continue to work toward a clear resolution.

Αν και καθυστερημένα έχει γίνει η κατάθεση στο λογαριασμό μου και να σημειώσω ότι έγινε Κυριακή ημέρα που υποτίθεται ότι δεν δουλεύουν. Ελπίζω τα υπόλοιπα αιτήματα να κατατεθούν στην ώρα τους χωρίς δικαιολογίες και καθυστερήσεις.samuel ευχαριστώ για την γρήγορη αντιμετώπιση στο πρόβλημα μου

Dear Maxxxx1985,

We are pleased to inform you that your previous withdrawals has been successfully processed, and the funds were dispatched from our end on November 14, 2025.

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

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

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

Best regards,  

Garnsino team.

Έχω ενημέρωση από την τράπεζα μου ότι δεν καθυστερεί καθόλου.απο την στιγμή που θα κάνετε την κατάθεση στο λογαριασμό μου η τράπεζα θα μου κάνει την κατάθεση από 1-10 λεπτά ανεξάρτητος ημέρας καθώς δουλεύουν και Σαββατοκύριακα και αργίες.γιαυτο θα σας παρακαλούσα να μην ρίχνετε ευθύνες στην τράπεζα μου αλλά να είστε αληθινοί και να παραδέχεστε τα λάθοι σας.ο μόνος λόγος που καθυστερούν οι αναλήψεις είναι ότι ελπίζετε να παίξουν οι χρήστες το ποσό αυτό και να ακυρώσουν τις αναλήψεις τους μόνοι τους.

Hello everyone,

Thank you for the updates so far.

Gransino Casino team, could you please clarify the reason for the reported 3–5 business day processing time for withdrawals? The player has indicated that their bank processes incoming transfers much faster, so any details you can provide would be helpful.

Maxxxx1985, I understand the frustration regarding the pending withdrawal, and I appreciate yours patience while this is being addressed. Could you please confirm once the funds reach your account? This will help us understand the actual timing and ensure the withdrawal is fully resolved.

Thank you all for your cooperation.

Dear all,

We appreciate your patience.

We would like to inform you that we are working on the current withdrawal request with the highest priority.

Best regards.

Gransino Team

Hello everyone,

First, I would like to thank the casino representative for participating in this thread. However, I would kindly request more detailed responses, as the previous replies have not clarified the reasons behind the delayed payments. It has now been over two months, and a clear explanation of the situation is still missing. Communication has been challenging because many of my questions remain unanswered.

Dear Maxxxx1985,

Thank you for providing the screenshot as evidence, it is very helpful. To assist us in resolving this matter, could you please confirm:

1. Your current account balance.
2. The total amount of pending withdrawals.
3. The total amount you have successfully withdrawn over the last 30 days. If possible, please provide supporting evidence (e.g., screenshots or statements) for these figures.

This information will allow us to better understand the situation and take the necessary steps toward resolution.

Thank you both for your cooperation, and I look forward to your prompt responses.

Dear all,

We appreciate your patience.

We would like to inform you that player's last withdrawal request was completed on 21.11.2025. There are no new withdrawal requests.

Best regards,

Gransino Team

Hello Gransino Team,

thank you for your response. However, I must note that it still does not clarify the key concerns of this complaint.

This case is regarding a verification and payout delay lasting more than two months, yet no clear explanation has been provided regarding the cause of this delay. I kindly ask you to check with your verification and payments departments and provide detailed answers to the following:

1. What was the exact reason for the extended verification process?
2. Which specific documents caused the delay, and why were they rejected or re-requested?
3. On what exact date was the player’s account fully verified?
4. Is the player’s account now fully verified and able to withdraw funds without any restrictions?

Maxxxx1985, please confirm here once you receive the withdrawal. Also, I would appreciate it if you could reply to my previous message in this thread so we can keep track of the situation.

Thank you for your cooperation.

Dear Samuel,

We appreciate your patience.

Following a thorough review with our relevant departments, we would like to provide full clarification regarding the player’s verification and withdrawal status.

We confirm that the player’s account was fully verified on 18.09.2025, and no restrictions are currently applied from our side. The player is able to withdraw funds normally.

Regarding the verification duration, please note that as stated in our Terms & Conditions:

5.2 – "We may, at our sole and absolute discretion, use any additional procedures and means we deem fit to verify identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account or making a withdrawal."

5.5 – "By accepting these Terms and Conditions, you agree that we are entitled to carry out additional security checks to verify account information and activity in line with applicable regulation and our security and anti-fraud procedures, including verification via calls, phone checks, face verification, or other required methods."

These procedures may occasionally extend the verification timeline, depending on the type of documents provided and the additional checks required to ensure compliance with regulatory and anti-fraud obligations.

However, all necessary documents were ultimately received and approved on 18.09.2025, completing the verification process.

At this stage, there is no delay or withholding on our side, and we are working on the withdrawal requests with the highest priority.

Kind regards,

Gransino Team

Hello Gransino Team,

thank you for your explanation regarding the verification process and for confirming that the player’s account has been fully verified since 18.09.2025 with no current restrictions.

However, the key issue of this complaint is not the past verification itself, but the prolonged delay in the actual withdrawal of the player’s funds after the verification was completed. At this stage, I kindly ask you to provide concrete clarification on the following:

1. On which exact date was the first withdrawal request submitted after the account was fully verified on 18.09.2025?
2. What is the current status of this withdrawal request (processed, pending, queued)?
3. What withdrawal limits apply to this specific account in practice (daily/weekly/monthly)?
4. How much has already been paid out so far, and what amount is still pending?
5. When can the player realistically expect the next payout to be processed?

Given that nearly three months have now passed since the verification was completed and the player holds a substantial balance on the account, a general reference to internal procedures is no longer sufficient. I kindly ask for clear, factual payment information with specific timeframes.

Dear Maxxxx1985,

once you receive any funds or if there is any concrete update on your side, please kindly confirm it here.

Thank you both for your cooperation. I will await your detailed response.

Dear Samuel,

Thank you for your follow-up. Below you will find the detailed information requested regarding the player’s withdrawal status:

Date of the first withdrawal request after full verification.

The first withdrawal request submitted after the account was fully verified on 18.09.2025 was made on 19.09.2025.

Current status of the withdrawal.

The player’s current withdrawal request is pending.

Applicable withdrawal limits.

In accordance with our Terms & Conditions, section 6.11, the player with level 1 is eligible to withdraw:

• 500 EUR per day

• 7,000 EUR per month

Amounts already paid out / still pending

• 22,500 EUR has already been successfully paid to the player.

• 500 EUR remains pending (the current withdrawal request).

We are currently processing the pending withdrawal and are working to ensure it is paid as soon as possible, in line with our internal procedures and applicable limits.

Best regards,

Gransino Team

Dear Gransino Team,

Thank you very much for the detailed update regarding the player’s withdrawal. I appreciate your prompt and thorough response.

Maxxxx1985, now that we have this clear breakdown, could you please confirm that the information matches your experience and provide an update on whether the pending withdrawal has been processed successfully? This will help ensure that everything is proceeding smoothly on your side.

Thank you both for your cooperation, and I look forward to your confirmation.

Dear Maxxxx1985,

thank you for the update.

Could you please confirm whether you are currently still waiting for the final withdrawal to be credited to your account, or if it has already been received? Once I have your confirmation, I will be able to proceed accordingly.

Thank you for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Maxxxx1985,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel