The player from Spain faced issues with three pending withdrawals totaling €1,420, which he had been waiting for 22 days. Despite daily communication with the casino, they reported that the withdrawals were in the final stage, but he had not received any payments, and their live chat had been blocked. The player marked the complaint as resolved after confirming he received part of the payout. The player has the right to reopen and resume the complaint if he chooses.
Gransino Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,420
Gransino Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
They owe me 3 withdrawals with a total value of €1,420, I have been waiting for that money for 22 days, and every day I talk to them and they keep saying the same thing, that it was in the final stage but THEY DO NOT PAY, THEY HAVE EVEN BLOCKED MY LIVE CHAT, AND THERE IS NO WAY THEY WILL PAY ME, THIS IS A DAMN SCAM
Automatic translation:
Public
Public
7 months ago
Hello,
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.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share screenshots of your active withdrawal requests with the status visible as supporting evidence? Post screenshots here or submit the information to my email at [email protected]
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
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear gaspialpera2097,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
