The player from Germany had won a large amount but had been waiting two weeks for his first three withdrawals without clear reasons from the casino. The Complaints Team had attempted to assist by reaching out for additional information regarding his withdrawals and KYC verification but had received no response. Consequently, the complaint was closed due to the lack of communication from the player.
Gransino Casino - Player's withdrawals are delayed.
Closed
Our verdict
Player stopped responding
Amount: €25,000
Gransino Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
10 months ago
Translation
Hello,
I made a large win and have been waiting for my first three withdrawals for two weeks now, for no apparent reason. The casino only responds with vague answers and just keeps stalling.
In my opinion, this is an absolute fraud.
Best regards!
Automatic translation:
Public
Public
10 months ago
Dear fburkhard02,
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 understand the whole situation completely.
- Do I understand correctly that you haven't made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
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10 months ago
Dear fburkhard02,
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.
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10 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
