The player from Italy had successfully submitted identification documents, but his bank statements for the last six months were continually rejected without explanation. Although his account had been active for play, his withdrawals were blocked and support was unresponsive. He sought clarification on the rejection of his bank statements and the specific requirements for completion of the verification process. The complaint was marked as resolved after the player confirmed the issue was addressed, though no detailed explanation from the casino about the bank statement rejection was provided in the record. We closed the case while remaining available for future assistance.
Gransino Casino - Player’s withdrawals are blocked due to document rejection.
Resolved
Our verdict
Case closed
Amount: €2,600
Gransino Casino
Safety Index 4.0 LowCase summary
Discussion
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2 weeks ago
Translation
Good morning
The casino successfully accepted all my identification documents, but it consistently rejects my bank statements for the last six months, both in original PDF and photo formats, without providing any reason. My account is currently active for playing, but my withdrawals are blocked, and support is not providing any explanation either via chat or email. I'm requesting the exact reason for rejecting this specific document and what exactly they require in order to complete the verification.
Automatic translation:
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2 weeks ago
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.
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2 weeks ago
Dear Trentacostepietro,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.
To help me better understand your situation, could you please clarify a few details?
- Do I understand correctly that the verification of your bank statements is the only remaining issue and that all other required documents have already been approved?
- Has the casino indicated that there is a specific issue with your bank statements or explained why they are unable to approve them?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
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2 weeks ago
TranslationHere is the ready answer to copy and
Hi Karla, thanks for your reply.
I confirm that all other required documents have already been approved by the casino: ID, selfie and photo of the card I deposited with
The only problem concerns the bank statement for the last six months. I sent it both in PDF format (downloaded from the bank) and in photos, but the casino consistently rejects it without providing any reason. Support via chat and email doesn't explain the reason for the rejection.
I kindly ask the casino to indicate:
1. What exactly is the problem with the statement I sent?
2. What format and what exact data do they want to see on the statement to approve it?
My account is active and I can play, but withdrawals of €2,600 are blocked only for this document.
I'm waiting for a specific response from the casino.
Thank you so much for your help
Edited
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Trentacostepietro,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
