Gransino Casino - Player’s withdrawal process is delayed and account support is unresponsive.

I won a jackpot and had my winnings at 127k, life changing experience I will never forget the feeling. Until I tried to make a withdrawal, 3k per day withdrawals was my limit due to my "VIP status" up until this win. Gransino reduced it to an £800 withdrawal and blocked further withdrawals wanting verification, numerous withdrawals for the past 2 years were fine no verification was required, my VIP manager who is supposed to be 24/7 via email would not respond the live chat would not work. I wanted to speak to someone for help and discuss how fortunate I was but the treatment sheer disregard for my mental state is a disgrace. Someone with a bad gambling addiction like myself should not have been ignored knowing full well the it was probably gonna be lost, and yes within 48/72 hours I lost it all played it down while getting no help never mind a reply from my VIP manager or anyone an grancasino, it took 3 days to get the £800 withdrawal and half of it went back to you. Absolute disgrace what yous have done and I am making it my mission to publicise this and show the casino gambling world what yous really are!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pod88,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you've encountered with your withdrawal and the frustrations you've experienced.

To better understand your situation and assist you effectively, could you please provide some more information regarding the following:

• Could you please post a screenshot of the jackpot game that you won?
• When did you win the jackpot game?
• Did you use real money or with an active bonus to wager on the jackpot?
• Could you please confirm your current balance?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Dear Pod88,

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.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Also, after winning the jackpot, the casino asked you to verify your account. This is a common practice for casinos to do to make sure to send huge winnings to the correct person. Were you able to complete the verification after?