Granawin Casino - El jugador afirma que el pago se ha retrasado.

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Dear Twins,

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 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

Thanks for the reply, but the problem is that the withdrawals aren't pending. They've been canceled.

Obrigado pela resposta, mas o que se passa é que os levantamentos não estão pendentes. Foram cancelados.

I really need to sort this out as it's a great injustice.

Preciso mesmo de resolver isto pois é uma grande injustiça.

Dear Twins,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing has been resolved. Payments have been canceled. I need support. Thank you.

Nada resolvido. Os pagamentos foram cancelados. Necessito apoio. Obrigado.

A very important piece of information for this case. There were no such conditions at B20. I was migrated to Granawin and was never asked to approve these new rules.

Uma informação muito importante para este caso. Na B20 não existiam estas condições. Eu fui migrado para a Granawin e nunca me colocaram estas novas regras para aprovar.

Dear Twins, we would like to remind you that you have been informed several times about the maximum bet rule while playing with an active bonus.

However, our records show that you repeatedly exceeded the allowed limit of €5 while using the Special Casino Welcome Bonus. For example, you placed a €10 bet on Crazy Balls and won €3,000. You also placed a €12 bet on Monopoly Big Baller, winning €1,288. In addition, you made nine bets of €37.50, one bet of €29, and several others ranging between €10 and €26, all while the bonus was still active.

Please note that exceeding the maximum bet limit while a bonus is active is a violation of the bonus terms and conditions.

The Welcome Bonus was applied automatically and without consent.

This point remains unanswered:

I did not request the bonus.

I am not a new customer - my account has been migrated from B20 Casino, including balance, points and VIP status.

A Welcome Bonus cannot be applied to a migrated customer. These conditions did not exist at B20 Casino.

The system never blocked, warned or limited any bets. How can I guess if this wasn't happening before?

Thank you.

O Bónus de Boas‑Vindas foi aplicado automaticamente e sem consentimento.

Este ponto continua sem resposta:

Eu não solicitei o bónus.

Não sou um novo cliente — a minha conta foi migrada da B20 Casino, incluindo saldo, pontos e estatuto VIP.

Um Bónus de Boas‑Vindas não pode ser aplicado a um cliente migrado. Estas condições não existiam na B20 Casino.

O sistema nunca bloqueou, avisou ou limitou qualquer aposta. Como posso adivinhar se isto não se passava anteriormente?

Obrigado.

And the stakes were these:

€1 Coin Flip → 3000x

€4 Monopoly Big Baller → 322x

Thank you!

E as aposta foram estas:

€1 Coin Flip → 3000x

€4 Monopoly Big Baller → 322x

Obrigado!

Dear Twins,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo, (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you. I would like to add this information from Granawin's VIP Manager where she states that everything will stay the same:

Hello, dear Joao, 😊

I hope you are well.

Please don't worry, I have news for you.

I'm contacting you to let you know that your account will be automatically transferred to our new platform: http://granawin.com/.

The process will be simple and smooth, and you'll be able to log in using your current username and password. 🔐

Please rest assured, the following points will be transferred to your new account:

- Your VIP level.

- Your balance (real and bonus).

- Your CP points.

- I will continue to be your VIP manager and accompany you there. 🤝

For you, everything will remain pretty much the same, as a continuation of your current experience. ✨

Before transferring, let me know if you have any:

- Open bets

- Pending withdrawals

- Active or pending bonuses

If so, reply to this email and I'll review everything to make sure it's all correct. 👍

In addition, I have a special bonus for you as a welcome on Granawin. 🎁

You can also save my new email: kate@granawin.com 📩

I look forward to continuing this new stage together. 💛

🎉 Join the Telegram VIP channel for exclusive extras! 🎉

👉 Click here to join!

‼️ IMPORTANT ‼️

Once you've joined, send me your Telegram link or username.

💡 Note: To take part in draws and promotions, this step is mandatory! Don't miss it! 😊

Sincerely,

Kate VIP.

Opening hours:

Monday to Friday: 08:00-16:00 GMT

Obrigado. Gostaria de adicionar esta informação da Gestora VIP da Granawin onde afirma que tudo ficará da mesma forma:

Olá, querido Joao, 😊

Espero que você esteja bem.

Por favor, não se preocupe, tenho novidades para você.

Estou entrando em contato para te informar que sua conta será transferida automaticamente para nossa nova plataforma: http://granawin.com/

O processo será simples e tranquilo, e você poderá acessar usando seu usuário e senha atuais. 🔐

Por favor, fique tranquilo, os seguintes pontos serão transferidos para sua nova conta:

• Seu nível VIP.

• Seu saldo (real e bônus).

• Seus pontos CP.

• Eu continuarei sendo sua VIP manager e te acompanhando por lá. 🤝

Para você, tudo continuará praticamente igual, como uma continuação da sua experiência atual. ✨

Antes da transferência, me avise se você possui:

• Apostas em aberto

• Saques pendentes

• Bônus ativos ou pendentes

Se for o caso, responda este e-mail e eu reviso tudo para garantir que esteja tudo correto. 👍

Além disso, tenho um bônus especial para você como boas-vindas no Granawin. 🎁

Você também pode salvar meu novo e-mail: kate@granawin.com 📩

Estou ansiosa para continuarmos juntos nessa nova etapa. 💛

🎉 Junte-se ao canal VIP do Telegram para extras exclusivos! 🎉

👉 Clique aqui para entrar!

‼️ IMPORTANTE ‼️

Assim que entrar, envie-me o seu link ou nome de usuário do Telegram.

💡 Nota: Para participar de sorteios e promoções, esse passo é obrigatório! Não perca! 😊

Atenciosamente,

Kate VIP. 

Horário de atendimento: 

De segunda a sexta-feira: 08:00-16:00 GMT

Dear Twins,

I hope this message finds you well. It is a pleasure to e-meet you; my name is Kubo, and I will be overseeing your complaint from this point forward.

If there have been any updates or changes since your last correspondence, please feel free to share them with me at your convenience.

In line with our standard procedure, I would like to invite a representative from Granawin Casino to join this conversation. Their involvement will facilitate a smoother and more efficient resolution to your case.

Dear Granawin Casino,

If you could kindly provide detailed information regarding the player’s issue, I would greatly appreciate it. Specifically, could you clarify the account transfer from the different platform? Was the player’s account transferred as stated, along with all the associated stats mentioned in the last message? Additionally, was the first deposit bonus activated automatically?

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo