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.

Dear All,

Thank you for your patience.

Upon reviewing the account, we would like to inform you that we still need the requested document to be sent in order to proceed.

Please send them at your earliest convenience.

We sincerely appreciate your patience, cooperation, and understanding during this process.

 Yours sincerely,

Gransino Team

Bonjour,

je viens d'envoyer de nouveaux documents.

Bonne journée

Nicolas

Gransino Casino

I would greatly appreciate a timely update regarding the validity of the documents that were sent, as well as your subsequent verification. Thank you for your cooperation.

Bonjour,

les documents que j’ai transmis hier ont déjà été refusé.

Toujours le même problème et le même message.

Nicolas

Dear Nicolas,

I would like to kindly inquire if you had submitted the documents matching the description mentioned in the rejection message? If you had, could you please share those documents with me through this thread or send them to my email address? If not, could you please send them as soon as possible?

Bonjour Munya,

je leur transmis les documents mais ils m’en demandent d’autres.

Je vous joins la discussion de hier.

Comment puis je vous envoyer en privé les documents ( mails,..) ?

Merci

Nicolas

nicolas13

You can send the documents directly to my email address; munya.s@casino.guru

Also provide an update once you receive a response concerning you pending verification as shown in the last screenshot you shared.

Munya,

je viens de vous envoyer les derniers documents.

Merci

Nicolas

nicolas13

Thank you for sharing the documents. I kindly ask you to review my recent email responses and reply accordingly.

Regards.

Bonjour

je viens de vous répondre.

Nicolas

Dear Nicolas,

Thank you for your responses and for clarifying the status of the documents you shared with me. I appreciate your efforts to maintain the privacy of your transactions; however, I am concerned that the version of the bank statement that is masked may not adequately address the requirements. Therefore, I would like to verify whether the casino would accept an official stamped letter confirming bank ownership, complete with all the necessary details from one of your nearest bank branches.

Gransino Casino

Could you please advise if an official stamped proof of bank ownership letter from the bank would be sufficient?

Munya bonjour,

Je peux envoyer le relevé bancaire de décembre 2025 à mon nom où apparait un virement de Casino Gransino (retrait de 1500e). Le virement a été fait via la Visa concerné.( cela apparait sur la ligne de virement).

Cela démontre bien que la carte est lié à mon compte.

Merci

Nicolas

nicolas13

As a recent proof of bank account ownership has been requested, I doubt the December 2025 bank statement will be helpful. Let me know if you have any difficulty obtaining the document I proposed in my last message. In the meantime, I will keep the response timer active for the casino, as we need their opinion and guidance.

Bonjour,

je peux avoir une attestation de ma banque qui certifie que la Visa concernée est bien affilié au compte bancaire dont je suis le propriétaire.

Nicolas

Gransino Casino

I would greatly appreciate it if you could confirm your ability to accept the document in discussion.

Bonjour,

sans réponse du Casino, j’ai tout de même envoyé hier mon RIB .

Cela prouve bien que le compte bancaire m’appartient.

Merci

Nicolas

nicolas13

Thank you for your proactive approach. I will maintain the timer response for the casino as we eagerly await their update regarding the shared document.

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.

Dear All,

Thank you for your patience.

Upon reviewing your account, we would like to inform you that we still need the requested document to be sent in order to proceed.

Please make sure to send the document in PDF format with all the requested details clearly visible.

Please send them at your earliest convenience.

We sincerely appreciate your patience, cooperation, and understanding during this process.

 Yours sincerely,

Gransino Team

Gransino Casino

Given the duration this issue has persisted, and acknowledging the player's willingness to cooperate, I would greatly appreciate a more comprehensive explanation regarding the recent document submitted by the player. Detailed reasons for its rejection, along with your guidance, would be invaluable in minimizing the back-and-forth communication. Additionally, I kindly ask the player to resend the document in PDF format as you suggested in your previous response. Your assistance in this matter would be highly appreciated.

Bonjour,

je viens de transmettre l'attestation de la banque qui certifie que la carte appartient bien à mon compte bancaire.

Bonne journée

Nicolas

nicolas13

Thank you for providing the document. On your behalf, I have reached out to the casino via email to inquire about the issues that may have led to the rejection of the document. I am currently awaiting their response and guidance on this matter.

Dear All,

Thank you for reaching out to us.

Please rest assured that we are working to complete the review as quickly as possible. Once the evaluation is finalized, we will contact you promptly with the outcome or any further steps that may be required.

We sincerely appreciate your patience, cooperation, and understanding during this process.

Yours sincerely,

Gransino Team

Gransino Casino

A timely update would be appreciated. Thank you for your cooperation.

Dear nicolas13,

We are writing to inform you that we are still awaiting the correct documents for your account verification.

Unfortunately, the previous documents you submitted were not accepted.

To complete the review process, we kindly ask you to provide the specific, correct documents requested in the email we had sent .

Please Note: Ensure that the documents are clear, fully visible, and meet all the specified requirements so we can finalize this for you as quickly as possible.

Thank you for your cooperation and prompt attention to this matter.

Best regards,

Gransino Team.

Gransino Casino

I reached out via email and attached the document from the player's bank. Unfortunately, you have not responded to my question regarding what could be wrong with the document. I find it concerning that your rejections do not clearly specify the reasons, apart from your usual guidance that the document must be clear and fully visible, which I believe the latest document submitted is. Could you kindly explain why exactly a letter from the bank has been rejected? What defects did you find in the document?

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.

nicolas13

Unfortunately, the casino has stopped responding to our attempts to engage them in resolving this complaint. Without the casino’s cooperation, our ability to further investigate or mediate the matter is significantly limited.

As a result, we will now proceed with closing the complaint and marking it as "unresolved" in our system.

I understand that this is not the outcome you were hoping for, and I sincerely regret that we were unable to assist further in reaching a resolution. However, unresolved complaints negatively impact the casino’s rating, which may encourage them to reconsider their approach and respond in the future. Should the casino decide to cooperate at a later stage, we can reopen the complaint, and you will be notified by email accordingly.

I would also appreciate it if you could keep me informed of any response you receive from them.

Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I am truly sorry that I could not be of more help on this occasion, and I appreciate your patience and cooperation throughout the process.

Regards,

Munya