Gransino Casino - Player's account has been closed with pending withdrawals.

After a few weeks of playing I had a decent win and tried to withdraw the funds. Was advised they can only withdraw £500 a day , I spoke to the live chat and said it was going to take a few weeks to get it all but they assured me I would get it.

my first withdrawal of £500 was cancelled by them and disappeared , I was assured again this was a technical issue and it would be back in my account the following morning. It did not arrive .

several more withdrawals were cancelled for no reason but did get back into my account.

my final attempt was Friday 29th January. I was told because it was a weekend my winnings would be in my account on Tuesday.

my account was permanently closed by gransino1 on Monday night.

I have broken no rules and even had a personal manager because I was spending with them.

they emailed me this morning and said they have decided to close my account permanently and it would not be reversed also that there was no funds in my account or any withdrawals pending and that was the end of the matter.

utter scammers and because they’re not regulated in the uk there’s nothing I can do.

i have emailed them back with screenshots of my pending withdrawals and requested that all my deposits are refunded immediately.

my bank has successfully got them to refund £200 but i have over £1000 more in deposits at least.

Dear darrenellis2783,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand you already requested a dispute/chargeback with your bank for the deposited amount?
• One screenshot you submitted shows a 5500 GBP balance, could you please explain whether this balance was all confiscated?

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,

Tomas

Hi yes I attempted a charge back but due to the Casino using 3rd party payment systems I’ve only been able to claim back £200 , im not sure what the final balance was but I had 2 pending withdrawals of £500 that were supposedly to be paid Tuesday and now they’re saying there is nothing in my account at all. Thank you for your help

Thanks for your reply.

Please note that threatening chargeback might be considered a violation of rules in online casinos. If you request a chargeback, the casino won't pay your winnings, and you might face issues when playing in other online casinos. After a player requests a chargeback, we might not assist them with their issue since there is no chance we can convince them to pay their winnings. We advise players to charge back their deposits only in circumstances where all other options have been exhausted.

Since you confirmed requesting a chargeback of your deposits, the complaint will be closed, since we cannot take further actions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.