Gransino Casino - Player's withdrawal is delayed.

Hello,

since January 1, 2026, I have had pending withdrawal requests.

(2 withdrawals of €1500 each and an account balance of €31,500)

I regularly contact customer service, but no one can give me a date.

All the documents required for account validation have been sent.

The last document sent at their request has been pending validation for a month and a half.

Thanks

Nicolas

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification or at least submitted any identity documents to this casino for verification?
• What types of games did you play to accumulate your winnings?
• Have you played with or without an active bonus?
• When was the last time the casino communicated with you regarding the status of your withdrawal requests, and how did they explain the delay in processing of your payments?

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

Best regards

Veronika

Hello,

I never had any problems with withdrawals until I won a large sum (€50,000).

The documents were sent, but the last document has been pending verification for a month and a half.

I didn't have any active bonuses.

The casino tells me to be patient, but the last document is still not validated, and they are following up with the relevant department.

Thank you,

Could you please forward me the document that has been pending verification in your account since January at veronika.f@casino.guru? Kindly include all the communication between you and the casino customer support regarding the investigation and the delay in the processing of your payment as well. Thank you for your cooperation.

Merci

I sent you the documents by email.

Thank you

Nicolas

Hello nicolas13,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear nicolas13;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear nicolas13, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Bonjour

le dernier retrait validé date du 28/12/2025

depuis le 3/01/26

Les retraits sont bloqués

Bonjour,

Gransino vient de me demander un nouveau justificatif de domicile.

C'est au moins le 3eme justificatif que j'envois.

merci

Dear nicolas13,

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, Munya, munya.s@casino.guru 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,

Karla Mayfly

Dear nicolas13,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Gransino Casino to join this conversation and assist in addressing the complaint.

Dear Gransino Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear nicolas13,

Thank you for your patience.

We have requested specific documents from you. Once these are received and reviewed by our team, we will be able to provide you with an update.

Please provide the requested information at your earliest convenience so we can assist you further.

Kind regards,

Gransino Team.

Bonjour,

je ne comprends pas la demande.

Depuis quelques jours je vous ai transmis une facture d’électricité de moins de 6 mois .Cette facture justifie complètement mon adresse.

Ce document est toujours en attente de vérification depuis de nombreux jours .

Avant cet envois, je vous avais déjà envoyé d’autres documents de moins de 6 mois . Vous avez refusé les documents.

Merci

Nicolas

nicolas13

Thank you for sharing this information; it is quite helpful in resolving the matter.

Gransino Casino

Could you please assist the player by providing guidance on what might be wrong with the submitted document that is currently delaying the verification process? Your assistance is greatly appreciated.

Bonjour,

aujourd'hui le casino me demande, maintenant, la preuve de propriété du compte bancaire.

Le numéro de compte qu'ils me donnent est le numéro de Visa.

Je n'arrive pas à comprendre ..

Ils m'avaient déjà fait des virement avant le 01/01/2026 , et il n'y avait pas de problèmes.

Merci

Dear Nicolas,

I sincerely apologize for the delays you are experiencing with the verification process. While I will continue to engage the casino in efforts to expedite this matter, I kindly request your cooperation in providing the necessary information. If you could, please share any details that your bank interface may allow, particularly in confirming the ownership of the linked Visa card.

To Gransino Casino,

I would like to acknowledge the player's concern regarding the confusion surrounding the Visa card number and their bank account. I respectfully ask for your guidance in completing the verification process, enabling the player’s withdrawal requests to be processed promptly. You are likely aware that this process has extended over a significant period, and timely payments reflect positively on your brand, leading to increased customer satisfaction and fewer complaints. Your comments on this matter will be highly appreciated.

Bonjour Munya,

le casino a déjà une copie , depuis longtemps, de mes 2 VISA avec le nom et le prénom associé

Bonne journée à tous.

Merci

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.