GratoWin Casino - Player’s withdrawal has been delayed.

Ho giocato per provare quando ho visto che le perdite erano ovviamente più alte delle vincite ho deciso di recuperare almeno 50 euro per vedere se me li restituivano......sono già passati più di 10 giorni e dei soldi nessuna notizia.....pessimi

Dear cipi05,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Could you please advise if your winnings were accumulated with or without an active bonus and which payment method you have opted for, please?

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear cipi05,

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.

Buongiorno ad oggi non ho ancora ricevuto il rimborso.....

Thank you very much, cipi05, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello cipi05,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite GratoWin Casino to join the conversation and participate in the resolution of this complaint.

Dear GratoWin Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Hello cipi05 and CasinoGuru team,

Thank you for your message.

First of all, we are sorry to hear about the issue with user's withdrawal and I would like to apologize for the inconvenience caused.

We are now looking into the matter and please be rest assured that we will do all possible to resolve the matter in no time. Stay tuned!

Kind regards,

Edwin R.

Gratowin Customer Service Team

Grazie per le delucidazioni....però la copia dell'indirizzo non piu' vecchia di 3 mesi mi pare eccessivo visto tutti i documenti che mi richiedete.... nella carta d'identità c'è tutto.....codice fiscale compreso..

Saluti.

Hello cipi05,

Please bear in mind that proof of address (in most cases not older than 3 months), is common information for KYC purposes. In order to get your account fully verified, you need to provide the casino with a such document.

Let us know if you need any further assistance.

Kind regards,

Tomas

Dear cipi05,

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.

Grazie domani provvederò ad inviarvi la documentazione che mi avete richiesto

Dear cipi05,

Please, provide the casino with that document and let us know once it's done.

Thank you.

Kind regards,

Tomas

Buon giorno, ho inviato tutti i documenti richiesti..... rimango in attesa. Grazie

Thank you, cipi05, for providing the information.

Dear GratoWin Casino,

Could you please update us once the player's account is verified? Thank you.

Kind regards,

Tomas

Dear everyone,

Thank you for your continued patience and cooperation in the matter.

This is to confirm that the documents have been verified and the withdrawal paid. The funds should appear on user's account in the next couple of days.

Just for user's information, this morning our colleagues sent in error an email to the user requesting additional documents, pelase note this was done in error and the user can disregard it.

Kindest regards,

Edwin R.

Gratowin Customer Service Team

Thank you, GratoWin Casino, for providing the information.

Dear cipi05,

Could you please confirm that this is correct and update us once you have received the payment?

Thank you very much.

Kind regards,

Tomas

Buonasera, confermo di aver ricevuto il bonifico in data odierna.

Ringrazio sentitamente, e vi invio un cordiale saluto.

Dear cipi05,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas