Gransino Casino - Player's prize winnings have not been credited.

Hello,

I am submitting a complaint because Gransino Casino has failed to credit my prize from the Pragmatic Play Live Tournament that ended on 2 November 2025.

I finished 6th out of 200 players, with a displayed prize of £351.76.

The casino heavily promoted this tournament across their website.

I have a screenshot of the tournament results.

I provided this screenshot to Gransino support.

However, they told me it was "not the right screenshot" even though it clearly shows the tournament details. After that, they stopped responding entirely.

As of today, the prize has still not been credited, and I have received no explanation and no reply from support.

This is a legitimate prize from a tournament I finished in, and I am asking for Casino Guru’s help to get the funds credited to my account as advertised.

Thank you for your assistance.

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Dear BarbaraC,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you ever participated in this casino's tournaments before?
• Could you please prove that you were in 6th place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

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

Best regards,

Kristina

Hello Kristina,

Thank you for your reply.

Here are the answers to your questions:

1. Have I participated in tournaments at this casino before?


I have played Pragmatic Play games on Gransino, and during that time the casino heavily promoted the Pragmatic Play Live Tournament. I opted in to this tournament directly through the popup that appeared on the site. This was my first time taking part in a tournament where I placed high enough to win a prize.

2. Proof of my placement (6th place): 


Unfortunately, the casino removed the tournament results page once the event ended, so there is no public results link available anymore.
However, I do have a screenshot taken on the day my win occurred. It shows:

• "Pragmatic Play Live Tournament"
• Date: 2 Nov 2025
• The prize amount displayed: £351.76

Gransino support has refused to accept this screenshot even though it clearly shows the tournament name, date, and my result.

3. Was it a free-entry tournament?


No. It required real-money betting on Pragmatic Play Live games. I had to deposit and wager real money to qualify and earn points.

Summary:


I finished 6th out of 200 players, my prize was £351.76, and the prize was supposed to be credited automatically within 2 hours after the tournament ended (on 2 November).
It has not been credited, and Gransino is no longer responding to me.

Thank you for your help in resolving this – I appreciate it very much.

Thank you very much for your reply. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear BarbaraC,

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.

On 8th November, I sent my last email to support@gransino.com, stating that I would escalate my complaint to Casino Guru if I received no response. To date, I have received no reply.

Earlier, on 6th November, SKYE from Gransino wrote:

"The relevant department is kindly asking for the screenshot of the tournament, please. The screenshot you have provided only shows the win, not the specific tournament."

It is unreasonable to expect players to take constant screenshots. My screenshot clearly shows Pragmatic Play, and I also provided the date of my win. I contacted Pragmatic Play directly regarding this issue, but I received no response.

Gransino is a customer of Pragmatic Play, not me. However, Pragmatic Play appears to be allowing irregularities on their platform. I experienced this issue with Funbet Casino on Pragmatic Play games approximately seven times, resulting in a total loss of around £300. I submitted a complaint about this (to Funbet), but again, received no reply.

I am extremely frustrated with both Gransino and Pragmatic Play for their lack of response and apparent failure to address these issues. I request that Casino Guru take this complaint seriously and investigate these matters.

Dear BarbaraC,

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, Peter (peter.c@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,

Kristina

Hello there,

Thank you BarbaraC for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gransino Casino for their help in resolving this complaint. We would like to know why the player's winnings have not been credited and what we can do to help the player receive their winnings.

Thank you!

Dear all,

We truly appreciate your patience.

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

Best regards,

Gransino Team

Dear all,

We truly appreciate your patience.

Please be informed that the winning was credited to the player's account.

Best regards,

Gransino Team

Thank you, the full amount has been credited to my account.

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

Dear BarbaraC,

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,

Peter