The player from Germany had won a €15,000 jackpot at Gransino Casino but faced delays in receiving the payout, which remained "under review" despite having completed the verification process and fulfilled all terms and conditions. The player raised concerns about disproportionate payout limits and the cancellation of a confirmed withdrawal, which he believed to be unreasonable and lacking transparency. The Complaints Team had been unable to proceed with further investigation due to the player's lack of response to inquiries and reminders, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Gransino Casino - Player's €15,000 payout is delayed.
Amount: €15,000
Gransino Casino
Safety Index:Below averageSafety Index
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6.1
Gransino Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
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1 month ago
Gransino Casino refuses to pay out my €15,000 jackpot – unjustified delay and T&C violation.
I won a €15,000 jackpot at Gransino Casino. Since then, the casino has repeatedly refused to process my withdrawal. Despite successfully completing the verification process and contacting support multiple times, the payout remains "under review" with no clear explanation. This is a blatant violation of transparency and fair payout obligations under their licensing terms.
I have fully complied with all terms and conditions. I am playing on a verified personal account and have submitted all required documents. Delaying a legitimate payout without a valid reason is a breach of basic fairness and contradicts responsible gambling policies.
Under EU consumer protection laws and licensing rules (e.g., Curaçao eGaming or MGA), players are entitled to timely and fair withdrawals. I hereby publicly request Gransino Casino to process my full payout within 7 days. If not resolved, I will escalate this case to the relevant authorities and media.
Conclusion:
Players should be cautious – this casino appears to deliberately delay high-value payouts. I hope for support from the community and the platform moderators.
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1 month ago
Dear Klixx49,
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.
- Since when are you attempting to withdraw your winnings from the casino?
- Have you withdrawn winnings from the casino in the past?
- Did you achieve your current balance with the help of a bonus?
- Have you contacted support and asked for assistance with the withdrawal?
- What response have you received?
- Could you please share with me your communication with the casino regarding the issue as supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Statement on my payout at Gransino
Ladies and Gentlemen
I hereby comment on my situation regarding the unpaid jackpot win of €15,000 on your platform.
1. Disproportionate payout limits as a delaying tactic
Although the terms and conditions limit daily withdrawals to €500 and monthly withdrawals to €7,000, this effectively constitutes an artificial delay in the full payout. This practice represents an unreasonable restriction, especially for large winnings that were clearly achieved through fair play. As a consumer, I expect a payout within a reasonable timeframe – waiting over two months for a legitimately won amount is unreasonable.
2. Manipulation of payout practices led to loss of profit
Due to this delay and the psychological effect of not being able to access the winnings, I lost most of the money again – as is often the case with gambling addiction. The provider bears some responsibility here, as they deliberately stretched the payout over a period that could lead to reinvestment of the winnings. This is especially critical considering that many players are sensitive to such tactics.
3. Arbitrary cancellation of a confirmed payout
Additionally, a previously confirmed withdrawal of €500 was canceled without comment, not after the promised three business days, but after five. No explanation was given. This contradicts any transparency and raises doubts about the platform's credibility. A withdrawal cannot be reversed without reason.
4. No clear and understandable communication regarding data processing
I have not consented to any further processing of my data, especially not for marketing or manipulative purposes. Should this constitute a violation of the GDPR, I reserve the right to take legal action.
5. Bad faith conduct of the provider
Overall, the impression is that the payout methods do not comply with the principle of good faith (Section 242 of the German Civil Code). There is a discrepancy between the promised winnings and the actual payout practices, which is open to challenge under consumer law.
Financial support:
I demand the full payout of my €15,000 jackpot winnings or at least appropriate compensation. If this is not forthcoming, I will be forced to contact the relevant gambling authority, the consumer protection agency, and, if necessary, seek legal representation.
The jackpot was won on 30.05.2025 at approximately 11:40 of 15000€
Since then I have made the withdrawals that were possible.
After 5 business days, the first withdrawal was canceled without reason. In the meantime, the money was lost due to delaying tactics.
I contacted the live chat and was only given a reassurance. I don't have any precise documentation on this. It should be available from your casino.
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1 month ago
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A response to an email last week has also not been received to date
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Sensitive attachment
Sensitive attachment
1 month ago
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In between also on 45000€ which I would never have received
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3 weeks ago
Thanks for your reply.
I am sorry, but could you please clarify how much you are attempting to withdraw currently?
Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. If the player plays down their balance, we are unable to intervene and assist you in withdrawing winnings.
Please let me know.
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2 weeks ago
Dear Klixx49,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
