The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. After the recommended time frame had passed, the player confirmed that the withdrawals remained pending and that the account did not require verification. The issue was resolved after the player received their winnings, leading to the complaint being marked as resolved. We appreciated the player's cooperation throughout the process.
Gransino Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Gransino Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
I've been waiting for my withdrawal since Friday. My account currently shows three withdrawals of €500 each as "processed," and I have an additional €1,500 in my account. I haven't used any free spins or other bonuses.
I've been assured several times in the 24/7 chat that the payouts are now being processed and have been prioritized. Unfortunately, nothing has happened so far.
Automatic translation:
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6 months ago
Dear player,
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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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6 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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6 months ago
TranslationI still haven't received a response from Gransinos. Customer service keeps telling me that they have a high volume of inquiries and that they process them all manually. My verification process has been going on for 10 days. My account settings say my account doesn't need to be verified. When can I expect a response from them, or more accurately, when will I get my money?
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5 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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5 months ago
TranslationThank you for your reply!
I'm fine. I hope you're well too. Unfortunately, there's no news on my account. The withdrawals are still listed as "pending." My account information says my account doesn't need to be verified. Unfortunately, customer service always says the same thing. I look forward to hearing from you.
Until then, best regards!
Automatic translation:
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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Have you contacted the casino to explicitly ask whether they require any documents or action to complete the verification process?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
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,
Dominika
