Gransino Casino - As retiradas dos jogadores estão sendo canceladas.

I try to withdraw the maximum amount they tell me I can request from the method I entered, and they just keep canceling my withdrawals week after week.

I would like to lose some money and withdraw my money before taking legal action.

Intento hacer retiros de la máximo cantidad que me dicen que puedo solicitar en el método que ingrese y solo me cancelan repetidamente los retiros semana tras semana.

me gustaría perder llegar a algo y retirar mi dinero antes de llegar a medidas legales

Dear paulcampillo86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawals. To better understand your situation and assist you effectively, could you please provide answers to the following questions?

• What specific method are you using to request the withdrawals?
• What payment method did you use for depositing money into this casino?
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

-To make withdrawals I am using the bitcoin method.

-I have used two different payment methods, one being a credit card and the other being bitcoin.

-I have not passed the KYC verification because it is not necessary to withdraw in bitcoin and they do not let me do the verification either.

-No, for now I have only had failed withdrawals and cancellations without any explanation.

-Para realizar los retiros estoy utilizando el método de bitcoin.

-he utilizado dos métodos de pago diferentes uno que es tarjeta de crédito y otro que es bitcoin .

-no he pasado la verificación KYC debido a que para retirar en bitcoin no es necesario y tampoco me dejan realizar la verificación.

-no por ahora solo he tenido retiros fallidos y cancelados sin explicación alguna

Could you please send me a screenshot of your withdrawal history? Is there any explanation for the failed withdrawal requests?

Also, kindly forward me all the communication between you and the casino customer support regarding the cancellations of your withdrawal requests at veronika.f@casino.guru. Alternatively, you may post screenshots here.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, did you make sure to fulfill the wagering requirements before requesting a withdrawal?

Hello, I have not been given any logical explanation to justify canceling the withdrawals.

I did not use any game bonus and the only requirement I had to meet with what I entered was to bet the amount I entered and I did.

Hola, no me han dado ninguna explicación lógica para justificar el cancelo de los retiros.

no utilice ningún bono de juego y el único requisito que tenía que cumplir con lo ingresado era apostar la cantidad ingresas y lo hice.

Thank you very much, paulcampillo86, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello paulcampillo86,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Gransino Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why are the withdrawals getting cancelled? Thank you in advance for providing us with your view of the issue.

Dear All,

After a thorough review of this case, it has been noted that the required documents have been requested via the player's verification tab on their account. Kindly be advised that, in accordance with our procedures, all withdrawal requests will remain on hold until the verification process is fully completed.

We would like to take this opportunity to clarify that the specific documentation currently pending is the credit card ending in 9403. In order to proceed, it is mandatory that both the front and back sides of the card are uploaded. For security purposes and to comply with our verification policies, the middle six digits of the card number and the CVV code must be completely covered. Any documentation uploaded with this sensitive information left visible will not be accepted and will delay the process further.

Once the account has been successfully verified, all necessary steps will be taken to process the player's pending withdrawals without delay.

Kind Regards,

Gransino.com

Dear Gransino Casino representative,

thank you for the update. I appreciate your cooperation.

Dear paulcampillo86,

can you please proceed with the verification process? In case you need any assistance, you can send me an email to martin.l@casino.guru

Dear paulcampillo86,

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.

Hello, sorry for the wait.

I tried to verify myself but they only accepted my ID and bank card. They kept rejecting it without any explanation and after that now it tells me that I don't need verification but it still won't let me withdraw my money.

I need help, thank you.

Hola perdona por la espera .

he intentado verificarme pero solo me aceptaron el documento de identidad y la tarjeta bancaria no pararon de rechazarla sin explicación alguna y tras eso ahora me dice que no necesito verificaciones pero aún así no me deja retirar mi dinero .

necesito ayuda gracias

Dear paulcampillo86,

thank you for your response. Have you proceed exactly as the casino requested in the message above?

Dear casino representative,

can you give us an update on the situation? What is the reason for the document rejection?

Dear All,

We would kindly like to apologize for the delay and any inconvenience this may have caused.

We are happy to inform you, that your account has been successfully verified.

Your pending withdrawal requests will be finalized in the nearest time.

Thank you for your patience and cooperation.

Kind Regards,

Gransino.com

Dear casino representative,

thank you very much for your response.

Dear paulcampillo86,

can you give us an update on the state of your account and funds?

Dear paulcampillo86,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru