HomeComplaintsGratoWin Casino - Player is struggling to verify his account.

GratoWin Casino - Player is struggling to verify his account.

Amount: €99

GratoWin Casino
Safety Index:Below average
Submitted: 31 Aug 2021 | Resolved : 27 Sep 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Italy is dissatisfied with the verification process. The player confirmed that the issue was resolved.

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3 years ago
Translation

Hi, I made a deposit in this casino and after passing the wagering again (which is dishonest because I set it twice with 'whole and grouped' balance) I decide to withdraw my balance ...

I have been sending documents for a week that they have requested of me but every morning they send me an email asking me unreasonably again for proof of residence. Ergo they do not validate my account and refuse my withdrawal request. Are they dishonest or incompetent?

I hope you can give me a hand to deal with it ...

Thanks

Automatic translation:
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3 years ago

Dear ciancy87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players.

Which documents have you provided? Could you please confirm that you provided all the required documents?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

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3 years ago
Translation

Hi, for the proof of residence I sent screenshots of: online banking (postepay evolution), postepay card statement, digital SPID (personal data).

Evidently they do not provide 'sufficient' evidence for them. Now they ask me to send a utility bill in my name (which I do not have) or a certificate of residence of the municipality (which I will not do because it is paid) or the card statement. I will try to request the latter at the post office to make a last attempt but I am convinced that in the end they will not accept anything. They just don't want to pay and wait for you to cancel the withdrawal to play the rest ...


Edited
Automatic translation:
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3 years ago
Translation

Good evening, I made the statement at the post office but unfortunately for privacy reasons my address is not present in the statement. 'Fortunately' I will have to pay the car tax that appears in my name shortly. as proof of residence otherwise I think I'll let it go .. Thank you anyway for your interest .. and your website!

Yours sincerely


Claudio C ***

Edited by a Casino Guru admin
Automatic translation:
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3 years ago

Thank you for your reply, ciancy87. Could you please estimate when exactly you will be able to provide this document?

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3 years ago
Translation

Hi, it looks like they validated my account. Now I am waiting for the payment to be processed ...

Greetings

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3 years ago

Dear ciancy87,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago
Translation

Good morning! Gratowin sent me an email (on September 8th) telling me that my withdrawal request has been successfully approved. It will take 4/8 days to be credited but it seems that in the end I will see the money ...

It seems all resolved then.

Automatic translation:
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3 years ago

Sounds like we are on the right track! Nevertheless, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

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3 years ago
Translation

Greetings! I have received the payment! Everything solved!

You can close the complaint ... thanks!


Greetings!

Automatic translation:
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3 years ago

Awesome news, ciancy87. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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