The player from Italy has successfully submitted identification documents, but his bank statements for the last six months are continually rejected without explanation. Although his account is active for play, his withdrawals are blocked and support is unresponsive. He seeks clarification on the rejection of his bank statements and the specific requirements for completion of the verification process.
Gransino Casino - Player’s withdrawals are blocked due to document rejection.
Opened
Current status
Waiting for player to reply
6d 22h 52m 28s
Gransino Casino
Safety Index 4.0 LowCase summary
Discussion
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Public
6 hours 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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1 hour 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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1 hour 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.
