The player from the United Kingdom faced difficulties withdrawing funds after being told repeatedly by the casino that the issue was related to an external provider. He had attempted withdrawals to both a card and via bank transfer without success. The Complaints Team was unable to proceed with the investigation or provide solutions due to the player's lack of response to inquiries regarding alternative withdrawal methods and account verification. Consequently, the complaint was rejected, but the player retained the option to reopen it in the future.
Gransino Casino - Player's withdrawal is delayed due to provider issues.
Amount: £800
Gransino Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Hi. I would like to report an issue which is very similar to someone who has complained about 'external provider issues'
I have tried two ways to withdraw my funds, straight to card or bank transfer. When I try to contact them they always say it's an external provider issue. I don't know what else to try please assist.
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1 month ago
Dear Fpathan97774,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
- Could you please advise if you have been informed about any alternative method to withdraw your winnings?
- Was your account verified successfully in the past?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 weeks ago
Dear Fpathan97774,
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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2 weeks ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
