The player from Italy had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After the recommended time frame passed, the player reported that all withdrawals had been refused without explanation, and subsequent attempts to resolve the issue had been unsuccessful. The Complaints Team acknowledged the player's concerns but stated that since the funds had been lost after continuing to play, they could not assist further. Consequently, the complaint was rejected.
Gransino Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €1,500
Gransino Casino
Safety Index:Above averageCase summary
Discussion
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7 months ago
Translation
Good evening,
In a short time I lived a dream that turned into a nightmare.
I signed up to this site after receiving an email, made a deposit without accepting a bonus, and started winning. Every day I played and increased my winnings until I requested three deposits of €500 (on September 22nd, 23rd, and 24th). Since I couldn't ask for more each day, I continued playing with the remaining balance and reached €8,400, not counting the €1,500 in withdrawals! Withdrawals are always pending verification from day one, and the operators always tell me the same thing: if there's no email, verification isn't required, and it takes 3 to 5 business days for the payment. I started to get suspicious when I first copied and pasted the replies; everyone told me they'd sent a reminder. The fact remains that while I waited, I made the mistake of continuing to play... and I reached €2,500+ with €1,500 still pending withdrawals. I thought I would never get my money back and then I discovered your site and I see that someone has solved it thanks to you... I really hope you can help me.
Automatic translation:
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7 months ago
Dear player,
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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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7 months ago
Dear Micio,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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7 months ago
TranslationUnfortunately, they refused all my withdrawals without explanation. I asked support if I should send other documents but to no avail. Always the same answer that I should make a new request, perhaps trying another method... I ended up playing again and losing everything. I fell into their trap. I'm stupid.
Automatic translation:
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7 months ago
Dear player, I’m really sorry to hear about what’s happened, but please understand that players are responsible for the funds in their casino account until the withdrawal is successfully completed. Unfortunately, since the funds have been lost after you continued playing, there’s nothing more we can do to assist you at this point.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
