Granawin Casino - Pelaajan voitot on takavarikoitu.

I am requesting Casino Guru’s urgent assistance with a serious dispute against Granawin Casino concerning the confiscation of approximately €1,900 from my account.

My account had approximately €1,900 in balance when Granawin’s Security Department requested additional identity verification. I fully cooperated and submitted exactly what they requested, including selfies with my passport and a handwritten number. The casino requested this verification twice, and I complied with both requests.

The most concerning part is that after I submitted the requested documents, my verification status in the account was still showing as "Pending". The documents had not been marked as approved or rejected.

Despite this, Granawin subsequently removed my winnings and accused me of fraudulent activity.

The casino told me:

"Our Security Department has identified activity on your account that is considered fraudulent. As a result, winnings associated with this activity have been deducted…"

They also stated that the decision was made by management and was final and not subject to further review.

I have repeatedly asked Granawin to explain exactly what they consider fraudulent. However, they have not identified any specific transaction, bet, action or conduct that allegedly constitutes fraud. They have also not provided evidence or explained which specific Terms and Conditions clause I supposedly violated.

Their only explanation is that their "system detected fraudulent activity" and that this was a "management decision".

I find this completely unjustified. I cooperated fully with their verification process and provided all documents requested by their Security Department. It is extremely concerning that my funds were removed while my verification was still showing as "Pending".

I am therefore asking Casino Guru to investigate this case and contact Granawin on my behalf.

I respectfully request that you ask Granawin to provide:

The exact activity they claim was fraudulent;

The evidence supporting their allegation;

The specific Terms and Conditions clause they rely upon;

A complete breakdown of my account balance and the amount confiscated;

An explanation of why my verification was still "Pending" when the decision to confiscate my winnings was made.

I am not asking Casino Guru to automatically take my side. I am asking for a fair and independent review and for Granawin to substantiate its serious allegation.

If Granawin cannot provide a legitimate and properly documented reason for the confiscation, I ask Casino Guru to assist me in recovering the approximately €1,900 owed to me.

I have screenshots of my account showing the "Pending" verification status, the verification requests, the documents submitted, my balance, and the casino’s messages regarding the alleged fraud. I can provide all evidence required.

I sincerely ask Casino Guru to help me resolve this matter and recover my funds. I have attempted to resolve the issue directly with Granawin, but they refuse to provide any specific explanation beyond a generic security decision.

Thank you for your assistance.

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.

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 and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live 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 accusations made against you? 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

Hello Tomas,

Thank you for your feedback.

I played at Granawin for about a month and my account was only blocked yesterday, on September 3, 2026, or rather, my balance was blocked.

I have placed sports bets. My current balance was built up exclusively through winning sports bets and not through a bonus. It is therefore real money, i.e., winnings from my own sports bets.

I will also forward to you the communication with Granawin regarding the account suspension and the accusations made against me.

Thank you so much for your support. I sincerely hope you can help me resolve this matter and get my money back.

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Ich habe ungefähr einen Monat bei Granawin gespielt und mein Konto wurde erst gestern, am 03.09.2026, gesperrt bzw. mein Guthaben wurde blockiert.

Ich habe Sportwetten gespielt. Mein aktuelles Guthaben wurde ausschließlich durch gewonnene Sportwetten aufgebaut und nicht durch einen Bonus. Es handelt sich somit um Echtgeld bzw. um Gewinne aus meinen eigenen Sportwetten.

Die Kommunikation mit Granawin bezüglich der Kontosperrung und der gegen mich erhobenen Vorwürfe werde ich Ihnen ebenfalls zukommen lassen.

Vielen Dank für Ihre Unterstützung. Ich hoffe sehr, dass Sie mir helfen können, diese Angelegenheit zu klären und mein Guthaben zurückzuerhalten.

Thank you for your reply, PETER8272.

I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with any online casino, and we will do our best to assist.