The player from North Rhine-Westphalia had their account locked following a win of 1000€. Although the casino acknowledged the funds, they did not process the payout after requesting the player to set up a crypto account, which caused frustration. It had been 14 days without access to the account. The issue was eventually resolved when the casino processed a payout, although it was 30€ less than expected. The complaint was marked as 'resolved' in the system.
Gransino Casino - Player’s account has been closed after a win.
Amount: €1,000
Gransino Casino
Safety Index:Below averageSafety Index
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5.5
Gransino Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Good morning, I live in Germany. The casino has locked my account after a win. There are 1000 € on the account, and they acknowledge this. I made a deposit there using Jeton. They asked me to provide a crypto account for withdrawal, which I reluctantly set up since I have no knowledge about this. Now they are not paying out. It has been 14 days. I can no longer log in.
Automatic translation:
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1 month ago
Hello jablonski1911,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gransino Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that the player has to use the available payment methods or the ones offered by the casino.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Yes, account is verified. About 4 weeks ago. No bonus used. They wrote to me yesterday. I should still be patient after 14 days. Account is still blocked
Automatic translation:
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1 month ago
Hello jablonski1911,
Please forward the communication between you and the casino regarding this matter to nikolas.b@caisno.guru for further review.
Will be awaiting your response.
Regards,
Nick
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1 month ago
Translation
They paid out 30 euros less. Pathetic. Waited so long but at least there was something
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4 weeks ago
Dear jablonski1911,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
