Gransino Casino - Player's withdrawals are delayed.

x2 withdrawals of 500 made in December and still i have not been paid this money even after multiple emails saying otherwise they then tried to blame my bank i called my bank they said they never do or never would block incoming payments

Dear scottlabacik,

Thank you very much for submitting your complaint. I’m sorry to hear about the delays you’re experiencing with your withdrawals.

To help us understand your situation better and provide the necessary assistance, could you please clarify a few details?

• Could you confirm the exact dates on which you initiated the two withdrawals of €500?
• Have you received any confirmation emails or transaction IDs from the casino for these withdrawals?
• Did the casino provide a specific reason for blaming your bank, such as issues with the payment method or transaction processing?
• Which withdrawal method did you use (e.g., bank transfer, e-wallet, credit card)? Have you successfully used this method before on the same platform?

Could you provide any correspondence between you and the casino, as well as any responses from your bank, confirming there were no blocks or issues on their end?

If possible, please forward any relevant emails, screenshots, or other communication to petronela.k@casino.guru so we can review the case in more detail.

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

Hi the first one was 9th December and the second one was the 10th of December

I have around 10-15 conformation emails every-time i emailed complained there generic response was good news your withdrawal has been sent (it's never been sent)

they just check with your bank they may be witholding it (no bank does this)

I used a transfer back to my debit card

I will forward all communication i had from them to the email you have provided

Hi scottlabacik,

Thank you for the additional information. If possible, could you forward any confirmation emails or screenshots related to your withdrawal requests? These will help us in assisting you more effectively.

Looking forward to your email.

Dear scottlabacik,

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.

Hello I will email the screen shots

Hi I have emailed over the screen shots from my account of the two withdrawals

Thank you very much, scottlabacik, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you scottlabacik for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Gransino Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear scottlabacik, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Thanks

Dear scottlabacik, while I got in contact with the casino representative, I did not get any explanation of the situation. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Gransino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear scottlabacik,

We kindly request the you to upload your bank statement for 1st December 2024 till 31st December 2024. So we can confirm further accordingly. Thank you!

We kindly suggest the you to please upload the documents in a PDF format, via verification tab from your profile and we also request that the PDF should not be edited or modified. Please upload the PDF as it is. Thank you!

Waiting for your bank statement.

Best regards,

Gransino team.

Hi I have sent all of this via email over a month ago and like with all your generic emails I get a reply saying good news your withdrawal has been sent. Or my bank is delaying this, just to confirm my bank has never delayed any incoming payment. I will however send agin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.