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

I am lodging a formal complaint against Gransino Casino regarding the unfair delay and restriction of my remaining balance of €13,800.Recently, I won a total of €30,000. Out of this amount, I reinvested €10,000 during the past month and successfully managed to withdraw €6,200. This leaves a remaining legitimate balance of €13,800 in my account.When my winnings were generated, my account was at VIP Level 4. I have an official, black-and-white email confirmation from the Gransino support/management team explicitly stating that my monthly withdrawal limit is set at €15,000 (screenshot attached).However, Gransino has now retroactively downgraded my VIP tier to Level 1, citing automated inactivity rules, and is using this downgrade to restrict my withdrawals to the lowest possible limits. This completely bypasses and breaches the individual written agreement of €15,000 per month that was promised to me.I have sent numerous emails to my VIP manager to resolve this matter and honor the agreed terms, but my messages are being systematically ignored. It is clear that the casino is using a predatory delay tactic, hoping I will get frustrated and play away my remaining €13,800.My account is fully verified, and my previous withdrawals prove there are no compliance issues. I request Gransino to honor their written confirmation and process my remaining balance of €13,800 immediately or within the agreed €15,000 monthly frame

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Dear Mirry37,

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

Dear Mirry37,

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.

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

Dear Mirry37,

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,

Jean