The player from Spain had been trying to withdraw funds for over a week, facing repeated requests for additional information that delayed the process. She had felt misled by the casino's VIP club promises of expedited withdrawals, which customer service had confirmed were not honored at different levels. The Complaints Team had attempted to assist by requesting clarification on the additional information needed and extending the response time; however, the player had not responded. As a result, the complaint was rejected due to insufficient information to investigate further.
GratoGana Casino - Player’s withdrawal has been delayed.
Amount: €2,600
GratoGana Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
I've been trying to make a withdrawal for more than a week now. Every time they request more information, which extends the waiting period by another 24 hours (something that's not stated anywhere). I feel completely scammed by their so-called VIP club, which is supposed to offer more benefits as you level up. Completely FALSE. When I ascended to Silver level, they claimed my withdrawals would be express, not just fast. This information is totally false, as confirmed by customer service, who told me that withdrawals are the same for all levels. Why do you lie to your customers? They don't even respond to my emails. It's shameful to treat customers this way and with such misleading advertisements.
Automatic translation:
Public
Public
3 months ago
Dear Horus22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please specify what additional information the casino requests from you?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
3 months ago
Dear Horus22,
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.
