Gransino Casino - Player’s winnings haven’t been received yet.

I have had two withdrawals cancelled. I had the emails saying they were processing them, but nothing more. Today I was on their site and it shows the £400 is back in my account balance. I went onto the online chat to ask why and they said my bank had declined the deposit from them. I know it is a lie as I did contact my bank to double check, plus I have now read a few reviews where they do this.

I have emailed their support as I was advised to do that with the online chat.

I saw another user on here had in the end had his money put into a crypto wallet? I have no idea how to even do that, should they suggest it. I would not be raising this, had I not read about this being the norm for Gransino to say my bank declined the payment from them. I have today also initiated the withdrawal of the £400. Again, the normal auto response, we are processing.

Dear ffiscool,

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

Thank you. I totally understand. There’s nothing to verify and they’ve put the money back today, into my account with them. They’ve not replied to me, so that’s the 3rd attempt I’ve made to withdraw. The emails say it’s being processed but then nothing. It’s just back on my balance

had I not read this is what they do, I’d have waited, but they lied saying my bank declined it. There’s no way they’ve tried

I went back onto the chat as my 3 emails to their support team had been ignored. The guy this time said try another method of withdrawal. I used bank transfer snd I’ve now had an email saying completed. Yet to see it in my bank but 🤞. Why could they not have just answered my email with that information.

Dear ffiscool,

Do I understand it correctly that the withdrawal arrived to you?

Hi, yes thank you

Dear ffiscool, 

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