Gransino Casino - Player’s withdrawal is delayed.

Hallo ich warte seit mittlerweile 3 Wochen auf mein Geld! Nach zwei Wochen sollte ich dann eine verifizierung machen, dass habe ich auch getan! Nun fällt denen ein das ich weitere Dokumente hochladen soll, es ist aber gar nicht möglich weitere Dokumente hochzuladen da nichts aufgeführt ist, wo ich etwas hochladen kann, bzw was ich noch hochladen soll!

Sie versuchen mit allen Mitteln die Auszahlung zu verweigeren!

Dear marcelcurraslago,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you contacted support and asked for assistance with the issue of uploading documents?
• Did the casino offer any alternative way for you to submit the documents?
• Which documents are required for you to upload, and which have you submitted so far?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear marcelcurraslago,

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.

Hallo, mittlerweile wurden 500€ ausgezahlt! Dennoch lassen sie sich sehr viel Zeit die restlichen 1000€ auszuzahlen! Dann werden die Auszahlung storniert, damit Sie wieder 3 Tage haben um es zu Verzögern! Einfach unverschämt!

Dear marcelcurraslago,

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful.

Please keep me informed about any further developments.

Dear marcelcurraslago,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru