The player from Cyprus had requested a withdrawal from Gransino Casino on 10/11, but after four days, the withdrawal was unexpectedly canceled without notification, despite being informed that it was in the final stage. The player confirmed that the amount had been returned to her account, and after submitting a new withdrawal request, it was successfully completed. The Complaints Team marked the issue as resolved.
Gransino Casino - Player's withdrawal has been delayed and canceled.
Amount: €100
Gransino Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
1 month ago
Public
Public
1 month ago
Translation
Good evening. I want to file a complaint against the casino Gransino because I requested a withdrawal on 10/11, and after waiting for 4 days while communicating with the chat support, they informed me it was in the final stages of processing. Suddenly, my withdrawal was canceled without any notification, and I am very concerned that this might be a scam.
Automatic translation:
Public
Public
1 month ago
Dear Kallioi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Were your winnings credited back to your casino account after the withdrawal was canceled?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
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,
Kristina
Public
Public
1 month ago
Translation
GOOD MORNING I AM NEW TO THIS CASINO THIS IS MY FIRST WITHDRAWAL AND YES AGAIN THE AMOUNT WAS RETURNED TO THE ACCOUNT AND I ASKED FOR A NEW WITHDRAWAL REQUEST. NO IDENTIFICATION NEEDED
Automatic translation:
Public
Public
1 month ago
Translation
GOOD EVENING I HAVE NOT RECEIVED AN ANSWER FROM YOU
Automatic translation:
Public
Public
1 month ago
Thank you for your reply, Kallioi. Do you currently have a pending withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you deposited with? If possible, please post a screenshot of your withdrawal history here in this thread.
Public
Public
1 month ago
Translation
GOOD MORNING today they completed the. Withdrawal request. All good
Automatic translation:
Public
Public
1 month ago
Dear Kallioi,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
