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I made two withdrawals of two amounts on the 22nd of September totaling £354 . I waited the stated waited time for processing , and never received anything .

I continued to contact the support team over several weeks and received generic messages back . I then received messages to say my payment had been processed on their side , yet I still hadn't received anything .

I continued my concern to the complaints support , where I was asked to send bank statements of proof of none payment . These where forwarded yet still waited nearly a week for a reply .

They then proceeded to send me a ARN number to provide my bank with , to trace the payment . My bank assured me they could not use the number as there hadn't been a payment made by them , and gransino must do a forward trace and provide me with details of where the payment was made to .

It is now the 30th October and still nothing has been resolved . I am feeling as though I am fighting a loosing battle as it has been well over a month and still no closer to receiving my withdrawal .

Please could you help with this matter .kind regards

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Hello,

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.

• Have you 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

Dear Ljk2008,

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.

Dear Ljk2008,

We sincerely regret to learn about your situation.  

Following a review of your account in relation to your concerns, we would want to inform you that we conducted further investigation and we learned that your withdrawal transactions for 354 GBP, were cancelled by the payment providers and they are returned back to your Gransino account and currently reflecting in your balance.

We sincerely apologies for any inconvenience. And appreciate your patience, understanding, and cooperation.  

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities.

Kind regards,  

Gransino team.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.