Gransino Casino

Case summary

The player from Spain is facing issues with a €30 deposit made to Gransino, which has not appeared in their account despite the amount being deducted from their bank. After multiple attempts to resolve the issue through customer support, including waiting for hours and sending documentation, they continue to receive generic responses and no resolution.

Discussion

Public

coleccionismo88

Silver

Spain

Public

4 days ago

Original

Translation

Hello, thank you for your attention

Yesterday, Saturday, August 15th, I deposited €30 in Gransino taking advantage of a promotion that offered 75% of the deposit and 75 spins.

The deposit was made at 4:33 PM, it was deducted from my bank account and nothing appeared.

I contacted them to see if they could resolve it through their online chat, as it didn't seem like a complex problem; it was just a minor error that should be located and fixed quickly.

They told me I had to wait two hours while they looked into the problem... That's not right, because that's not the case, but let's say I play roulette in those two hours and my numbers come up 20 times... You can't make a customer wait, especially not for a measly €30 when they've deposited thousands of euros into your platform... It's unbelievable, but oh well, what can I do?

So, after two hours, I went back to the chat, explained the situation again, resent the documentation and screenshots, wasting time again, because if there's one thing you're guaranteed to lose in Gransino, besides your money, of course, it's time... I've spent more sessions writing complaints than actually playing...

Nothing like always, just the typical texts they have to copy and paste

The relevant department is looking into it...

I'll still be here, for a few more minutes...

It's infuriating, and when they finally reply with something new, it's still frustrating, because otherwise a huge text suddenly pops up telling you to get lost, that they can't do anything, and that your manager will contact you as soon as possible...

So, after about 12 hours, I wrote again via chat to complain because everything was still the same, and I had already written to the support and VIP email, and to the manager via Telegram, and NO ONE said a word.

As before, I'm wasting time again, explaining, sending documents, waiting... For what? For nothing.

Right now, 27 hours later, my €30 still haven't appeared, nobody is answering the emails and in the chat they say that I will receive an email as soon as possible (August 20th or 21st) and that they can't do anything and so on.

I was just writing this to explain the situation and see if I can claim back those €30 that I haven't even had time to lose playing; they rob you before you even log in, haha.

Anyway... Thanks for your attention.

All the best

Buenas, Gracias por la atención

Ayer sábado 15 de Agosto deposite 30 € en Gransino aprovechando una promo que había en la que se otorgaba el 75% del deposito y 75 tiradas.

El deposito se realizó a las 16:33, a mi se me descontó del banco y no apareció nada.

Lo reclame para ver si lo solucionaban mediante su chat online pues no me parece un problema complejo, suponía algún error puntual que se debería localizar y solventar en un momento vaya.

Me dijeron que debía esperar 2 horas para que ellos comprobarán el problema . . . Ya mal, por que no es el caso, pero supongamos que en esas 2 horas yo juego a la ruleta y salen mis números 20 veces . . . A un cliente no se le puede hacer esperar y menos por 30 € míseros cuando ha depositado miles de euros en tu plataforma . . . Es increible pero bueno, que voy a hacer . . .

Total, pasadas las 2 horas volví al chat, volví a explicar el caso, volví a enviar la documentación, capturas y a perder tiempo de nuevo, por que si hay una cosa que pierdes si o si en Gransino, aparte de tu dinero, claro, es el tiempo . . . Yo he podido estar sesiones mas escribiendo reclamando algo que jugando . . .

Nada como siempre, los típicos textos que deben tener para copiar y pegar

Lo esta mirando el departamento correspondiente . . .

Sigo por aquí, unos minutos mas . . .

Es desesperante y cuando te responden con algo nuevo todavía, por que si no derepente salta un texto enorme en el cual dice que te peines, que no pueden hacer nada y que tu gestor se pondrá en contacto contigo a la mayor brevedad posible . . .

Total que pasadas 12 horas o así vuelvo a escribir por el chat para volver a reclamarlo por que sigue todo igual y ya he escrito al correo de soporte y vip por correo, al gestor por telegram y NADIE dice ni mu.

Como anteriormente vuelvo a perder tiempo, a explicar, a enviar documentación, a esperar . . . Para que ? Para nada

Ahora mismo 27 horas después mis 30 € siguen sin aparecer, nadie responde a los correos y en el chat dicen que ya me llegará un correo a la mayor brevedad posible ( Calculale el 20 o 21 de Agosto ) y que no pueden hacer nada y tal y tal.

Simplemente escribía un poco esto para explicar el tema y ver si puedo reclamar esos 30 € que ni siquiera me ha dado tiempo a perderlos jugando, ya te roban antes de entrar jajaja

En fin . . . Gracias por la atencion

Un saludo

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 days 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

Veronika

Complaint Resolution Center Deputy Team Lead

Public

2 days ago

Dear coleccionismo88,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Gransino Casino - Player's deposit has been delayed.

Waiting for player to reply

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Case summary

coleccionismo88 has 27d 17h 12m 51s to reply