Gransino Casino - O jogador afirma que o seu pagamento foi atrasado.

Good evening,

I have requested three withdrawals of 500 euros since 4/9/2025 and although the terms say that they are processed within three days, none have been processed. There is also a balance of 1000 euros in the account that I cannot withdraw because they allow up to three open withdrawals. I won the money using a deposit bonus and completed the turnover requirements. I have not made any successful withdrawals in the past. They do not ask me for kyc. The games I played were only slots. Please help me receive my money. In communications with them they tell me that they have a large volume of transactions and that is why they have not processed them, but they do not give me a specific time to credit my money. I last contacted them yesterday and the answers were the same.

Καλησπέρα σας,

έχω αιτηθεί τρεις αναλήψεις των 500 ευρώ από τις 4/9/2025 και παρότι στους όρους λέει ότι επεξεργάζονται εντός τριών ημερών δεν έχει προχωρήσει καμία. Υπάρχει και ένα υπόλοιπο 1000 ευρώ στον λογαριασμό το οποίο δεν μπορώ να κάνω ανάληψη γιατί επιτρέπουν μέχρι τρεις αναλήψεις ανοιχτές. Τα χρήματα τα κέρδισα χρησιμοποιώντας ένα μπόνους κατάθεσης και ολοκλήρωσα τις απαιτήσεις τζίρου. Δεν έχω πραγματοποιήσει στο παρελθόν καμία επιτυχημένη ανάληψη. Δεν μου ζητάνε kyc. Τα παιχνίδια που έπαιξα ήταν μόνο κουλοχερηδες. Παρακαλώ για την βοήθεια σας ώστε να λάβω τα χρήματα μου. Σε επικοινωνίες μαζί τους μου λένε πως έχουν μεγάλο όγκο συναλλαγών και για αυτό δεν έχουν προχωρήσει αλλά δεν μου δίνουν συγκεκριμένο χρόνο πίστωσης των χρημάτων μου. Τελευταία φορά επικοινώνησα χθες και οι απαντήσεις ήταν οι ίδιες.

Dear player,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear player,

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,

Dominika