The player from the United Kingdom has been waiting for her withdrawal, which has been stuck in ‘processing’ for months. She feels frustrated by the staff's responses, which she perceives as delay tactics and inadequate, and she expresses concern over her lack of control regarding account closure options.
Gransino Casino - Player's withdrawal is delayed indefinitely.
Opened
Current status
Waiting for player to reply
6d 7h 22m 3s
Gransino Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
4 days ago
So upon withdrawal - it remains in ‘processing’ and does not move. Staff are trained in delay tactics and will answer with buzz words they have been trained to use ‘be patient’ ‘constantly giving you the fob off and then ‘Refuse to close account’ as the client has no control over any exclusions or closure. It’s disgraceful
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Public
16 hours ago
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Public
Public
16 hours ago
Dear Tel53,
- Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so that I can fully understand the situation. Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- Have you ever requested to be self-excluded from this casino due to gambling addiction?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
