Gransino Casino - Player’s winnings haven’t been received yet.

every day same excuse from chat bot. about finance departments processing queue or some nonsence to send them e mail. but never got any single e mail response from them. still under review and no step forward. every day same

excuse. they even changed my password so i cant login on another browser. im still logged in safari so can see there is still under review. they just keep stalling and dont want to pay up. novody can tell me there is a need to review payout for 10 straight days

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Dear airjordan23,

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 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

in the meantime they cancelled my both payments with no reason. i asked chat bot to help again and every time comes the same nonsense about 3-5 business day waiting time. there is no real person behind that chat. if you try to send e mail to support nobody ever answered. now i tried to do another withdrawal request 500 and another 500 hundred are again on my account. i cannot do another withdrawal because it’s limited to one per day. and when i do they will let me wait another 10 days just to get cancellation again. i used same payment method as for deposit as they asked to. i think they just keep stalling and never pay up

now i did another request on my revoulut account. only one because for another you have to wait 24 hours. and will probably take another 10 days to get cancellation again. can you do something?

Dear airjordan23,

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.

It took long to get first transaction paid. The second one is still stalling. They say its 1-3 business days. I used now the same payment method as the successful one but still waiting and getting same excuses from chat bot pretending to be a real person. From e mail you never get response.

this is now the second transaction with the same payout method as mentioned. they are just keeping stalling

Dear airjordan23,

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, Hadi ([email protected]). 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,

Attila G.

Dear airjordan23,

It’s nice to e-meet you. My name is Hadi, 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,

Hadi

Dear airjordan23,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

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,  

Gransino team.

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

Dear airjordan23,

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,

Hadi