Gransino Casino - Pelaajien kotiutukset viivästyvät.

Hello,

I’m submitting a formal complaint against Gransino.com regarding three pending withdrawals that have not been paid after more than 3 weeks:

2 withdrawals of €500 each on July 13, 2025

1 withdrawal of €500 on July 14, 2025

Total: €1,500

I have completed all verification steps, and no issues were reported on my account. I’ve contacted their support multiple times via email and live chat. Their only response has been vague messages blaming "a high volume of requests."

Despite my insistence on clear updates or a payment date, I have received no confirmation or resolution.

Gransino is currently licensed under the Anjouan Offshore Gaming Authority, which offers no real protection for players.

I have also submitted complaints via:

Trustpilot

AskGamblers

Their own support email (support@gransino.com)

I kindly request that Casino Guru assist me in resolving this issue or escalating the case to the operator or appropriate channels.

Sincerely,

[personal information hidden by Casino Guru]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• Have you made any successful withdrawals from this casino before?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?
• Have you checked if there are any terms and conditions related to withdrawals that might apply?
• Have you selected the same payment method for withdrawing your winnings as you used for depositing?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronica,

Thank you for your response and your interest in helping me. Below are my answers to your questions:

1. Have you made any successful withdrawals from this casino before?

No, these are my first withdrawals. I've never been approved for a payment before.

2. What types of games did you play?

Mainly slots, without using any irregular strategies or prohibited games.

3. Did you accumulate your winnings with or without a bonus?

No bonus. I didn't claim any bonuses or promotions when making my deposits.

4. Have you checked if there are any terms and conditions related to withdrawals that may apply?

Yes, and I understand there are certain limits. However, my three withdrawals of €500 each (a total of €1,500) do not exceed the weekly limits, and they have gone over three weeks without being processed. Furthermore, I have not been informed of any issues with the withdrawals nor have I been asked for any additional documentation.

5. Have you selected the same payment method to withdraw your winnings that you used to deposit?

Yes. I used my bank card to both deposit and withdraw.

I'm available to provide any additional documents you may need. I just want to be paid the money I've rightfully earned.

Thank you for your help.

Sincerely,

MRG

Hola Verónica,

Gracias por responderme y por el interés en ayudarme. A continuación, respondo a tus preguntas:

1. ¿Has realizado algún retiro exitoso de este casino anteriormente?

No, estos son mis primeros retiros. Nunca antes me habían aprobado un pago.

2. ¿A qué tipos de juegos jugabas?

Principalmente tragamonedas (slots), sin utilizar ninguna estrategia irregular ni juegos prohibidos.

3. ¿Acumulaste tus ganancias con o sin bono?

Sin bono. No reclamé ningún bono ni promoción al hacer mis depósitos.

4. ¿Has comprobado si existen términos y condiciones relacionados con los retiros que puedan aplicarse?

Sí, y entiendo que existen ciertos límites. Sin embargo, mis tres retiros de 500 € cada uno (total 1.500 €) no superan los límites semanales, y han pasado más de 3 semanas sin ser procesados. Además, no se me ha informado de ningún problema en los retiros ni se me ha solicitado ningún documento adicional.

5. ¿Ha seleccionado el mismo método de pago para retirar sus ganancias que utilizó para depositar?

Sí. Utilicé mi tarjeta bancaria tanto para depositar como para solicitar los retiros.

Estoy a disposición para aportar cualquier documento adicional que necesiten. Solo deseo que se me pague el dinero que legítimamente he ganado.

Gracias por vuestra ayuda.

Atentamente,

M. R. G.

Sorry, regarding the bonus, I claimed a bonus on the previous deposit, on the same deposit from which I requested the withdrawal I did not claim any.

Perdón, con respecto al bono, reclamé un bono en el depósito anterior, en el mismo depósito del que solicité el retiro no reclamé ninguno.

Hello, I am writing to inform you that after opening this complaint, I was contacted by a fake email: [email protected], who was posing as part of the Casino Guru team.

I accidentally shared personal information such as my username, email, phone number, and date of birth. I'm concerned this person might try to impersonate me in this complaint or with the casino.

I ask you please:

Ignore any external communication that does not come from this official channel.

Please confirm if you have received any suspicious messages regarding this case.

Thank you for your understanding and help.

Hola, escribo para informar que después de abrir esta queja, fui contactado desde un correo falso: [email protected], que se hacía pasar por parte del equipo de Casino Guru.

Por error, compartí datos personales como mi nombre de usuario, correo, teléfono y fecha de nacimiento. Me preocupa que esta persona intente suplantarme en esta misma queja o ante el casino.

Les pido por favor:

Ignorar cualquier comunicación externa que no provenga de este canal oficial.

Confirmarme si han recibido mensajes sospechosos respecto a este caso.

Gracias por su comprensión y ayuda.

Hello,

I am updating my case with new information and evidence.

Today, Gransino Casino canceled the three pending €500 withdrawals, totaling €1,500. I haven't canceled any of them; they were all initiated correctly from my account and with the same payment method I used to deposit.

I attach screenshots where you can see:

The current balance of my account.

The date and time I received the cancellation emails.

Each of the emails sent by the casino notifying the cancellation of withdrawals.

Furthermore, the casino continues to prevent me from withdrawing the remaining €3,000, claiming that I have reached the withdrawal limit, when that limit was only reached because they themselves canceled the previous withdrawals.

In total, I have €4,500 blocked without valid justification. Everything indicates that the casino is acting deliberately to avoid paying out.

I request that you provide clear explanations and process my payments immediately.

Thank you for your help.

Hola,

Actualizo mi caso con nueva información y pruebas.

Hoy el casino Gransino ha cancelado los tres retiros de 500 € que tenía pendientes, sumando 1.500 €. No he cancelado ninguno de ellos; todos fueron iniciados correctamente desde mi cuenta y con el mismo método de pago que utilicé para depositar.

Adjunto capturas de pantalla donde se puede ver:

El saldo actual de mi cuenta.

La fecha y hora en que recibí los correos de cancelación.

Cada uno de los correos enviados por el casino notificando la cancelación de los retiros.

Además, el casino sigue impidiéndome retirar los 3.000 € restantes alegando que he alcanzado el límite de retiradas, cuando ese límite solo se alcanzó porque ellos mismos han cancelado los anteriores.

En total, tengo 4.500 € bloqueados sin justificación válida. Todo indica que el casino está actuando de forma deliberada para no pagar.

Solicito que se les pida explicaciones claras y que procesen mis pagos de forma inmediata.

Gracias por su ayuda.

Have you contacted customer support to ask about the reason why your withdrawal requests were cancelled?

When will you be able to submit new withdrawal requests from this casino?

Which documents did you submit for your KYC verification?

Hello Veronika,

I haven't submitted KYC documents because, when I enter the Gransino verification section, the system clearly shows that my account doesn't require verification. I've attached a screenshot as proof.

Therefore, it is not possible for the casino to claim that I lack verification or documentation, since the platform itself does not request it.

Even so, the three €500 withdrawals were canceled without any explanation. Gransino support simply told me to "try again later," but offered no valid reason or clear solution.

I request that the operator be pressured to:

1. Process my pending withdrawals immediately.

2. Clarify the reason for the cancellations in writing.

3. Ensure it won't happen again.

I appreciate your urgent follow-up, as I have a balance on hold in my account for no reason.

Thank you in advance for your help.

Hola Veronika,

No he enviado documentos KYC porque, al entrar en la sección de verificación de Gransino, el sistema muestra claramente que mi cuenta no requiere verificación. Adjunto captura de pantalla como prueba.

Por lo tanto, no es posible que el casino alegue que falta verificación o documentación por mi parte, ya que la propia plataforma no me lo solicita.

Aun así, los tres retiros de 500 € fueron cancelados sin explicación concreta. El soporte de Gransino solo me indicó que "lo intentara más adelante", pero no ofreció un motivo válido ni una solución clara.

Solicito que se presione al operador para que:

1. Procese mis retiros pendientes de forma inmediata.

2. Aclare por escrito el motivo de las cancelaciones.

3. Garantice que no volverá a ocurrir.

Agradezco que den seguimiento urgente, ya que mantengo saldo retenido en mi cuenta sin motivo.

Gracias de antemano por su ayuda.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

Thank you very much for your help. I look forward to hearing from Martin and will be following any communication from him. I'll keep all evidence, and if I receive further notifications from the casino, I'll pass them on to you.

All the best,

Manuel

Hola,

Muchas gracias por su ayuda. Quedo a la espera de la gestión de Martin y estaré pendiente de cualquier comunicación por su parte. Conservaré todas las pruebas y, si recibo nuevas notificaciones del casino, se las haré llegar.

Un saludo,

Manuel

Hello manuxinzo666,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Gransino Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the issue in detail? What is the reason for the current delays? Is there a particular timeframe, in which manuxinzo666 can expect his withdrawal to be processed?

Dear all,

We appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

Gransino Team

Dear casino representative,

thank you for your attention to this matter. We will be awaiting your response.

Dear all,

Thank you for your patience.

manuxinzo666 , we would like to inform you that your previous withdrawal requests were declined by the payment provider.

In order to proceed, we kindly ask you to submit a new withdrawal request.

Should you need any assistance with this process, please do not hesitate to contact us.

Kind regards,

Gransino Team

Dear casino representative,

thank you for your response.

Dear manuxinzo666,

please try to withdraw your funds again. Please let us know, whether you are able to do so, in case you aren't, we will ask for more information from both you and the casino.

Also, I believe the most important thing right now, is not to play your balance any further.

Hello Martin,

I followed the recommendation and made a new withdrawal of €500, which is the maximum I'm currently allowed to withdraw. I used the same method as in previous attempts. I'm attaching a screenshot of the withdrawal request as proof.

I look forward to it being processed correctly and will keep you informed of the outcome.

Thank you very much for your help.

All the best,

Manuel

Hola Martín,

He seguido la recomendación y he realizado un nuevo retiro de 500 €, que es el máximo que me permite retirar en este momento. He utilizado el mismo método que en intentos anteriores. Le adjunto la captura de la solicitud de retiro como prueba.

Quedo a la espera de que se procese correctamente y le mantendré informado sobre el resultado.

Muchas gracias por su ayuda.

Un saludo,

Manuel

Hello Martin,

I tried to make a €500 withdrawal, but the casino canceled it again. They told me the payment provider rejected it and suggested I try a bank transfer instead.

I attach the screenshot as proof.

The situation is starting to get frustrating, as so far I haven't been able to withdraw any of my balance. I appreciate you continuing to pressure the casino to allow me to withdraw my money without further delay.

All the best,

Manuel

Hola Martin,

He intentado realizar un retiro de 500 €, pero nuevamente el casino lo ha cancelado. Ellos me indican que el rechazo fue por parte del proveedor de pagos y me sugieren intentar ahora mediante transferencia bancaria.

Adjunto la captura como prueba.

La situación empieza a resultar frustrante, ya que hasta el momento no he podido retirar ninguna cantidad de mi saldo. Agradezco que puedan seguir presionando al casino para que me permitan retirar mi dinero sin más trabas.

Un saludo,

Manuel

Dear manuxinzo666,

thank you for your continued updates. I am sorry to hear the issue still persists. Have you received any message mentioning the cancellation from your payment provider? Also, to clarify, are you willing to try to withdraw by bank transfer?

Dear casino representative,

can you please give us more information regarding the cancellation by the payment provider? Do you believe withdrawing the funds by a bank transfer should solve the issue?

Hello Martin,

I've attempted to withdraw again, this time for €500 via bank transfer, as that's the maximum amount the system allows in a single transaction. The status is currently "under review." I've attached a screenshot as proof.

Regarding your questions:

Have I tried withdrawing again? → Yes, as mentioned above, I tried it with €500.

Am I gambling my balance? → No, I'm not gambling anything, I'm just trying to withdraw it.

Have I received any messages from the provider informing me of the cancellation? → No, I have not received any notifications from the provider regarding previous cancellations.

I will keep you updated if this withdrawal is processed successfully or if it is rejected again.

Thank you very much for the help.

Hola Martin,

He intentado nuevamente realizar un retiro, en este caso por 500 € mediante transferencia bancaria, ya que es la cantidad máxima que me permite el sistema en una sola operación. Actualmente el estado figura como "bajo revisión". Te adjunto la captura de pantalla como comprobante.

Respecto a tus preguntas:

¿He intentado retirar de nuevo? → Sí, como comento arriba, he hecho la prueba con 500 €.

¿Estoy jugando el saldo? → No, no estoy jugando nada, únicamente estoy intentando retirarlo.

¿He recibido algún mensaje del proveedor informando sobre la cancelación? → No, no he recibido ninguna notificación por parte del proveedor sobre las cancelaciones anteriores.

Os mantendré informados si este retiro se procesa correctamente o si vuelve a rechazarse.

Muchas gracias por la ayuda.

Update on my case:

I have just successfully received the withdrawal of €500 into my bank account (proof attached).

I am now going to request a new withdrawal of €500 (I also attach proof of the request).

There is still €3,500 pending withdrawal in my account, so I will continue to keep you updated with any progress.

Actualización de mi caso:

Acabo de recibir correctamente el retiro de 500 € en mi cuenta bancaria (adjunto prueba).

Ahora mismo voy a solicitar un nuevo retiro de 500 € (también adjunto prueba de la solicitud).

En mi cuenta todavía quedarían pendientes 3.500 € por retirar, por lo que seguiré informando con cada avance.

Dear all,

We appreciate your patience.

Your previous withdrawal has been successfully completed, and we are in the process of handling your ongoing request.

Thank you for your understanding in this matter.

Best regards,

Gransino Team

Dear parties,

I am happy to hear that things are moving forward, the complaint will remain opened until manuxinzo666 receives all of his funds. Please keep us updated on any future developments.

Hello Martin,

Please note that I have just successfully received another €500 withdrawal into my bank account. I have attached proof of payment.

I've also requested a new withdrawal of €500, and I'm also sending you a screenshot of this transaction for your records. I still have €3,000 left in my balance.

Thanks again for your help and follow-up.

All the best,

manuxinzo666

Hola Martin,

Le informo que acabo de recibir con éxito otro retiro de 500 € en mi cuenta bancaria. Adjunto la prueba correspondiente.

Además, he solicitado un nuevo retiro de 500 € y también le envío captura de esta operación para que quede constancia. En el saldo aún me quedarían 3000 €.

Gracias nuevamente por su ayuda y seguimiento.

Un saludo,

manuxinzo666

Dear manuxinzo666,

thank you for your continued cooperation, I am happy to hear that things are moving in the right direction. I understand the payouts seem to be a bit slow in general, but the most important thing is, that you are receiving your funds. I will leave this complaint opened, and I would like to ask you to periodically let us know about the status of your funds.

Hello Martin,

Please note that I have just successfully received another €500 withdrawal into my bank account. I have attached proof of payment (a screenshot of the confirmation email from Gransino).

I've also requested a new withdrawal of €500, and I'm also sending you a screenshot of this transaction for your records. I still have €2,500 left in my balance.

Thanks again for your help and follow-up.

All the best,

manuxinzo666

Hola Martin,

Le informo que acabo de recibir con éxito otro retiro de 500 € en mi cuenta bancaria. Adjunto la prueba correspondiente (captura del correo de confirmación de Gransino).

Además, he solicitado un nuevo retiro de 500 € y también le envío captura de esta operación para que quede constancia. En el saldo aún me quedarían 2500 €.

Gracias nuevamente por su ayuda y seguimiento.

Un saludo,

manuxinzo666

Hello Martin,

I'm updating you: I just received another €500 withdrawal into my bank account. I've attached proof of payment.

In addition, I will proceed to request a new withdrawal of €500, of which I also attach a screenshot for your records.

I would still have €2000 left in my balance.

Thank you very much for your follow-up.

All the best,

manuxinzo666

Hola Martin,

Le actualizo la situación: acabo de recibir otro retiro de 500 € en mi cuenta bancaria. Adjunto la prueba correspondiente.

Además, voy a proceder a solicitar un nuevo retiro de 500 €, del cual también adjunto captura para que quede registrado.

En el saldo todavía me quedarían 2000 €.

Muchas gracias por su seguimiento.

Un saludo,

manuxinzo666

Hello Martin,

I'm updating you on the situation: the €500 withdrawal I requested via bank transfer has been canceled by the casino. Attached is a screenshot of the email they sent me notifying me of the cancellation.

I'd like to ask your recommendation: Should I try another withdrawal request now or is it better to wait?

All the best,

manuxinzo666

Hola Martin,

Te actualizo la situación: el retiro de 500 € que solicité mediante transferencia bancaria ha sido cancelado por el casino. Te adjunto captura del correo que me enviaron notificándome la cancelación.

Quisiera preguntarte tu recomendación: ¿debería volver a intentar otra solicitud de retiro ahora o es mejor esperar?

Un saludo,

manuxinzo666

Dear manuxinzo666,

I believe you can try to create a new request, in case it doesn't get approved, we will get in contact with the casino again.

Dear manuxinzo666,

as more time has passed, I would like to ask you for an update on the current proceedings. Were you able to create a new request?

Hello Martin,

Sorry I didn't mention this earlier: I did receive a €500 withdrawal into my bank account. I've also already submitted a new withdrawal request for another €500.

All the best,

manuxinzo666

Hola Martin,

Perdona que no lo comenté antes: sí recibí correctamente un retiro de 500 € en mi cuenta bancaria. Además, ya he realizado una nueva solicitud de retiro por otros 500 €.

Un saludo,

manuxinzo666

Dear manuxinzo666,

no worries, thank you for letting me know. In case of any new developments, please update this thread.

Dear manuxinzo666,

as more time has passed, I would like to ask you to update us on the current proceedings. Have you received any more of your funds?

Hello Martin,

I'm updating you: I've successfully received another withdrawal. I now only have €500 left to withdraw, for which I've already submitted the withdrawal request.

All the best,

manuxinzo666

Hola Martin,

Te actualizo la situación: he recibido otro retiro correctamente. Ahora solo me quedan 500 € por retirar, para lo cual ya he enviado la solicitud de retiro.

Un saludo,

manuxinzo666

Dear all,

We appreciate your patience.

We would like to inform you that all withdrawal requests were successfully completed from our side, and there is no remaining balance to be withdrawn.

Best regards,

Gransino Team

Hello Martin,

I want to let you know that I just received my final pending withdrawal of €500. With this, I have now received all of my funds from the casino.

I am very grateful for your support and follow-up throughout this process.

All the best,

manuxinzo666

Hola Martin,

Quiero informarte que acabo de recibir el último retiro pendiente de 500 €. Con esto ya he recibido la totalidad de mis fondos del casino.

Te agradezco mucho tu apoyo y seguimiento durante todo este proceso.

Un saludo,

manuxinzo666

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear manuxinzo666,

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,

Martin