The player from Spain has been trying to withdraw funds for over a week, facing repeated requests for additional information that delay the process. She feels misled by the casino's VIP club promises of expedited withdrawals, which customer service confirmed are not honored at different levels.
GratoGana Casino - Player’s withdrawal has been delayed.
Amount: €2,600
GratoGana Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
3d 19h 6m 19s
Case summary
3 days ago
Public
Public
3 days 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 days 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
Horus22 has 3d 19h 6m 19s to reply
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
