The player from Germany had requested a €500 withdrawal from Gransino two weeks ago after canceling a bonus but had received no updates since then. Despite being informed that his case had been manually escalated, the payout remained pending beyond the promised three business days, leading to concerns about potential delays designed to make players lose their winnings. The Complaints Team intervened, contacting the casino, which subsequently confirmed that the withdrawal had been processed and the funds had been dispatched. The player received the funds shortly thereafter, and the complaint was marked as resolved.
Gransino Casino - Player's withdrawal is significantly delayed.
Resolved
Our verdict
Case closed
Amount: €500
Gransino Casino
Safety Index 7.6 Above averageCase summary
Discussion
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10 months ago
Translation
I played on Gransino and took advantage of the welcome bonus.
After a while, I had a balance that I wanted to withdraw. I canceled the bonus, and I had a real money balance of about €1,600 left.
Since the daily withdrawal limit is €500, I requested a withdrawal of just €500. I wagered the remaining balance and ultimately lost it over the course of a few days.
Since then, I haven't touched the original €500 payout, nor have I canceled or changed it.
When I ask in the live chat, I always get the same answer: there are currently a lot of payouts and it will take a while.
I've been receiving this response for over a week. I haven't received any information about the status of my payout.
There is currently no KYC required, as can be seen in the screenshot.
The terms and conditions state that a payout can take up to 3 business days. We're now on day 11 with no progress.
Unfortunately, there are numerous such cases of this provider's casinos online. Among other things, it is alleged that the casino artificially delays payouts so that players lose their winnings.
According to the live chat, my case was manually escalated on Friday, July 25, 2025, and should be processed manually instead of through an automated system. But again, nothing is happening, and I'm not receiving any information.
Automatic translation:
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10 months ago
Hello,
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 I can better understand the situation.
- Could you please share your communication with casino support where the delay is discussed and where the casino informs you that the payout will be processed manually? Send the information to my email at tomas@casino.guru
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,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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9 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Dear archimedez89,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Gransino Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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9 months ago
Dear archimedez89,
We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on August 8, 2025.
The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.
We also confirm that currently there are no pending withdrawal or any balance left in your Gransino account.
Our team wishes you all the best for your future activities!
Best regards,
Gransino team.
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9 months ago
TranslationHello everyone,
the money arrived today.
It's a shame that a complaint had to be filed for this, but thank you very much to everyone involved in resolving the case.
Best regards
Automatic translation:
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9 months ago
Dear archimedez89,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Jana
Casino.Guru
