The player from Greece had two pending withdrawal requests since November 27 that had not been processed, despite being told it would take three business days. He experienced delays in communication about both his withdrawals and a request to correct a typo in his last name, which raised concerns about the ongoing lack of updates. The player was asked to complete identity verification and clarify the typo, but after initial responses, he ceased communication. The complaint was closed due to the player's lack of response, with the option to reopen if he resumed contact.
Gransino Casino - Player’s withdrawals are delayed and account details are unresolved.
Closed
Our verdict
Player stopped responding
Amount: €1,000
Gransino Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 months ago
Translation
A. Good evening. I have two pending withdrawal requests from 11/27/25. Today, 12/02/25, my money has not yet arrived. After contacting the chat, they informed me that the money will be credited within 3 business days. It has been four days and I have not received anything yet. The responses are automated and they constantly say that my requests look fine and will be processed soon. They do not give an exact date and I have not received any news. I have kept all the conversations. Today they should have been credited normally and I have not received any information so far.
B. I have also sent an email to correct my last name because I made a typo so that there would be no problem with withdrawals or anything else and I have not received a response there. The first time I said it in the chat with a representative, he said that if necessary, I would be informed by the relevant department. Can't they just inform? What is the point of this delay? Just to annoy people and make us gamble our money again? I am looking for a guru's answer for both issues that have arisen. I need your help
Automatic translation:
Public
Public
2 months 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.
Public
Public
2 months ago
Hello,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
Regarding the typo in your last name, could you please specify what error you made? Did you submit a surname that's completely different from your real one, or did you make a mistake in one letter only?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Public
Public
2 months ago
TranslationVeronica, I just saw that I have been asked to verify my identity. I uploaded the required document and I am waiting. I can't tell you if a notification was sent because I have a problem with my email. I made a typo in the last name and I have omitted a letter and there is a space between the two letters.
Automatic translation:
Public
Public
2 months ago
Thank you for your response. Has the casino reviewed the documents you sent for verification yet? Have you received any updates regarding the typo in your surname?
Public
Public
2 months ago
Dear thanoatsig,
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.
Public
Public
2 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,
Veronika
Casino.Guru
