Granawin Casino - Pelaajan voitot on takavarikoitu.

hello there. I had 27000 reais in my account, granawins kept refusing my withdrawal, and made my kyc very annoying, even asking for multiple ID's and multiple proof of address. and in the end they said i did something wrong and just cut my profit to 0, and offered to give me my deposit back. I still have no idea what i did wrong, please do help me, these guys are just doing this to anyone.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Granawin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino? Has the casino blocked your account?
• Can you log in, deposit, and play?
• Did the casino specify which rules were allegedly broken?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, 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.

Played at the casino for like a week.

i can log in that is the only thing i can do.

Played multiple things

No never used a bonus.

They just decided to subtract my balance over 25000 reais. ( around 5700$) and made up an excuse not to pay me.

Thanks for your reply and for the information you provided.

Could you please confirm you passed the account verification?

Would you be able to share the most recent documents you provided to the casino and related communication between you and the casino?

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear isabellesandes,

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.

i have passed the verification. i did everything they asked for. they just decided to subtract my gains and block my account.

i already have sent you multiple evidences by email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear isabellesandes,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your account has been blocked.

I will now contact Granawin Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear isabellesandes and Martina, Casino Analyst & Complaint Specialist,

Thank you for opening this complaint. We are currently investigating the situation on our side. As soon as we have all the necessary information, we will respond to you immediately.

Thank you for your patience.

Best regards,

Granawin Casino Team

yeah investigate it well, i want to know what was the reason you just subtracted my balance. I send all the documents needed and MORE, multiple proofs of addresses, multiple selfies while holding ID. So yeah i really want a fair answer, on why i got scammed such big amount of money.

Dear isabellesandes,

I understand your frustration! Let´s wait and see what investigation proves.

Dear Granawin Casino, please make this your priority and let us know one you have some news.

Thank you very much in advance

Thank you for your clarification and additional information. We sent an official letters with all information to your email (martina.b@casino.guru andtomas@casino.guru ) two days ago.

Best regards,

Granawin Casino Team

Greetings, all.

Thank you, Granawin Casino, for providing all the information and the evidence about this case.

Dear isabellesandes,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino. Casino claims that your initial deposit has already been refunded to you. But any bonus-related funds were also excluded from the final balance.

As you breached KYC/AML procedures, we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina