The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings had not been received yet. He reported that his account did not require verification and expressed concern over the payout delay exceeding the stated 3 business days. We advised patience due to possible processing times and verification procedures, recommending waiting 14 days before escalating the issue. The player later confirmed that the issue had been resolved, and the complaint was then closed.
Gransino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Gransino Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
2 months ago
Translation
Hello everyone,
I registered with Gransino on May 4, 2026.
I deposited a total of €1000. And then won €4000.
I made a withdrawal on Monday.
According to the terms and conditions, processing takes 3 business days. It's now been 7 days and I still haven't received anything.
When I inquire via chat or email, I always get the same answer: it's being processed and I should be patient.
I ask for your help.
Automatic translation:
Public
Public
2 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 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
Public
2 months ago
Dear Dakky38,
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
Public
Public
2 months ago
TranslationYes, that can't be true.
I wanted to verify my account, but it says that my account does not need to be verified.
I don't understand it. According to the terms and conditions, the payout takes 3 business days.
Automatic translation:
Public
Public
2 months ago
TranslationDear Casino Guru Team, I have a request: please intervene immediately and not in 14 days. It's unacceptable that a casino takes so long to process a payout.
Automatic translation:
Public
Public
2 months ago
Dear Dakky38,
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.
Public
Public
2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dakky38,
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,
Karla
