Granawin Casino - A desistência do jogador está atrasada.

I'm trying to get a withdrawal. Initially, it was repeatedly canceled with the note that "the user" had initiated it, which isn't true. I contacted support, and they told me my account wasn't validated. I had already uploaded all the necessary documents, and they were marked as "Accepted." Now they keep asking for payment confirmations, which I've uploaded four times already. Despite this, they still tell me the payment isn't verified. I paid using Apple Pay via Revolut. I've taken screenshots of everything I can: bank statements, payment confirmations, and a list of all payments to this casino. They're simply refusing, and my withdrawal is canceled every time.

Ich versuche hier eine Auszahlung zu bekommen. Zunächst wurde diese einfach immer wieder storniert mit dem Vermerk, dass "der Benutzer" dies Veranlasst habe, was nicht stimmt. Ich habe den Support Kontaktiert und man sagte mir, mein Account sei nicht validiert. Ich hatte bereits alle Dokumente hochgeladen und diese wurden als "Akzeptiert" angezeigt. Nun fordert man von mir immer wieder Zahlungsbestätigungen, die ich nun schon vier mal hochgeladen habe. Trotzdem sagt man mir, die Zahlung sei nicht verifiziert. Ich habe mit Apple Pay über Revolut bezahlt. Ich habe alles gescreenshottet was es gibt. Kontoauszug, Zahlungsbestätigung, Liste aller Zahlungen an dieses Casino. Man weigert sich einfach und meine Auszahlung wird jedes mal wieder storniert.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Granawin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain which of the documents you uploaded weren't approved?
• Do I understand correctly that you provided a bank statement associated with your Revolut bank account?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain which department you informed regarding the fact that you used Apple Pay, to your knowledge? What response did you receive?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Allegedly, it's about proving the transaction.

I uploaded a screenshot of my Revolut account statement. The casino doesn't allow PDF uploads. Revolut also offers a PDF confirmation for each individual transaction, which I also uploaded, but it wasn't accepted either.

I didn't use a bonus, but made a real money deposit of 20 euros. This wasn't flagged.

I can't say which department. All emails always come from... noreply@granawin.com

Here is the text from the email:

Hello T****!

We regret to inform you that the document you submitted (693967b1e33bb.png) has not been approved. Reason: Please upload proof of your last deposit – a screenshot of the transaction showing the deposited amount, the date and time of the transaction, and the bank account number along with the account holder's name.

Hallo Thomas,

angeblich geht es um den Nachweis der Transaktion.

Ich habe den Revolut Konto Auszug als Screenshot hochgeladen. Das Casino erlaubt keinen Upload von PDF Dateien. Bei Revolut kann man auch für jede einzelne Transaktion eine Bestätigung als PDF erhalten. Diese habe ich zusätzlich auch hochgeladen, wurde ebenfalls nicht akzeptiert.

Ich habe keinen Bonus verwendet, sondern eine Echtgeld Einzahlung von 20 Euro. Dies wird auch nicht moniert.

Abteilung kann ich nicht sagen. Alle Emails kommen immer von noreply@granawin.com

Hier der Text aus der Mail:

Hallo T****!

Es tut uns leid, Ihnen mitteilen zu müssen, dass das von Ihnen eingereichte Dokument (693967b1e33bb.png) nicht genehmigt wurde. Grund: Bitte laden Sie einen Nachweis über die letzte Einzahlung hoch – einen Screenshot der Transaktion, auf dem wir den eingezahlten Betrag, das Datum und die Uhrzeit der Transaktion sowie die Bankkontonummer mit dem Namen des Kontoinhabers sehen können.

Ich habe nun endlich folgende Antwort erhalten:

Please be informed that the uploaded documents have been reviewed and verified. Kindly be advised to request a new withdrawal so that it can be checked in a live queue order.

I received the payment today. Thank you very much for your help!!!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Staubfinger,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas