Gransino Casino - general discussion (page 5)

I have just asked when I will receive my withdrawal in my account. I always get the same answer with the same words that the finance department will process my withdrawal soon. I have now been waiting for over a week. And there has been no information about when I will receive my withdrawal.

Okay, I understand. I don’t think we need to talk about the same thing every day when the casino still hasn’t given you any update. We give casinos 14 days to resolve this kind of process, and I believe this has already been explained to you.

On the other hand, once you get closer to that timeframe and still haven’t received your money, you can open a complaint with us. However, from what I saw, your previous complaints ended with you not responding to them in the end.

So please, if you do decide to open a complaint, make sure you stay engaged and respond to our team when they contact you. That way, our team can continue trying to help you, rather than the complaint ending up like your previous two.

I'm sorry I didn't notice when your team sent me a message. It must have gone to spam.

That’s okay. I think you should also receive an email notification when our team replies to you, as long as you have email notifications enabled. You can also check your complaint directly at any time.

Each side has one week to respond, so it’s usually not the case that our team will reply immediately. You don’t need to check every few hours or every single day. I’d just keep an eye on it when you see that the timer is getting close to expiring.

Once you open the complaint and the process gets underway, make sure to check your spam folder and any other folders where our emails might end up. Our team can’t really help if they don’t receive the relevant information from you or if you don’t respond to them.

I have been trying to close my gransino account since august 2025 and they have only just closed it. I have asked for a refuns for deposits made since then and they are refusing. Does anyone know of I am entitled to a refund due to them failing repeatedly to close my account?

First of all, I’d say that’s quite a long time to wait for an account to be closed.

Why didn’t the casino close it sooner, and what was happening during that whole period? I think it’s also important to know what reason you gave them for wanting the account closed, especially if there was a specific reason that should have required them to act.

Do you still have the communication you had with the casino? And did you contact them through more than one channel, for example by email and live chat?

Let me know a bit more about that and we’ll see what can be done in your situation.

Hi,

Yes I have screenshots. I contacted both on live chat and email. I told them I wanted it closed as the site wasnt paying, I was depositing too much and it was causing financial hardship.

But with the account still opened I continued to deposit

Hi Cole95,

I understand you had asked for the account closure for more reasons and I also get that in your opinion the casino did not act properly. To give the situation the attention it deserves, I suggest explaining all those events also with providing screenshots through the complaint thread.

It would be very handy to answer Jaros's questions because you will eventually need those details right in the complaint. Are you perhaps considering some steps you could apply to prevent any other gambling? We can talk about that, or you can browse at least some options in our guide 👈

Hi, yes I have emailed Jaro with all the details

I have signed up to gamstop as well and placed a block on my card

Thank you!

To be clear, the key point is that Jaro and I cannot process your emails, I'm afraid. Emails are supposed to be sent to the complainant mediator—Tomas.🙏

However, I certainly hope the complaint will be beneficial for you.

I would also suggest finding a suitable way to stay away from casinos outside the Gamstop (any apart from UKGC licensed ones). As far as I can say, that's the most complicated part, because there is not one specific list like Gamstop has. It's of course great that you have an active block on your card.

Hi,

Sorry yes I have emailed those to Tomas