Gransino Casino - Player believes that their withdrawal has been delayed.

I have tried to withdraw my money x3 and it keeps getting returned back into my balance and not my bank account. I have contacted them regarding this matter and they say they will get back to me by email and never do.

Dear murrayleanne83,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have asked if I need to provide any documentation they have told me not at the moment. I have even took screenshot of the conversation.

Dear murrayleanne83,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi nick , no I still haven't received my money. I have tried to withdraw it again and it keeps going back into my balance.

Thank you murrayleanne83 for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear murrayleanne83,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

As Gransino Casino has not yet registered a representative account on Casino Guru, they are unable to respond directly in this thread. However, I have reached out to their support team via their official email address and am currently awaiting their response. I will keep you updated on any developments as soon as possible.

Thank you for your understanding.

Best Regards,

Kubo

Thank you I look forward to hearing from you

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So does that mean I will lose my £250.

Dear murrayleanne83,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Anjouan Gaming Licensing Authority and submitting a complaint through their website at https://anjouangaming.com/submit-dispute/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

We have reopened this complaint at the request of Gransino Casino to give both parties another opportunity to reach a satisfactory resolution. The casino has stated that the withdrawals were canceled by the payment provider and that there are currently no pending withdrawals.

Dear murrayleanne83,

Could you kindly provide an update on the situation and clarify what happened to the funds you attempted to withdraw in September 2024?

Thank you for your time and cooperation.

Dear murrayleanne83,

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.

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

The player can reopen this complaint at any time.

Best Regards,

Kubo