Granawin Casino - El reintegro del jugador se ha retrasado.

Good morning.

After playing at the Granawin casino and being limited in the amount of money I could bet on each wager, I requested a withdrawal of my winnings and received this message accusing me of fraud. They provided no further details. I have not committed any fraud. I uploaded the photos they requested, along with numerous documents and various numbers, and my KYC verification, including my address, bills, etc., was always clear.

This is an illegal withholding of my funds, and I request your intervention with this casino. No violation has been committed, and support is not responding.

Thank you so much

Buenos días.

Tras jugar en el casino granawin y ser limitada en la cantidad de dinero que hacer a cada apuesta, solicito el retiro de mi dinero con mis ganancias y me envían este mensaje supuestamente cometiendo fraude. Sin detallar en ningún aspecto más. No he cometido ningún tipo de fraude. He subido las fotos que han pedido con mil papeles y mil números diferentes y en todo momento ha quedado claro mi KYC , con mi dirección, facturas etc etc.

Es una retención ilegal de mis fondos y solicito por favor intermedien con este casino. Puesto que no se ha cometido ninguna infracción y desde el soporte no contestan

Muchas gracias

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Defaltdogs,

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

Good morning,

Your case is currently under review. We will provide you with an update as soon as we have more information.

Thank you for your patience.

Dear Defaltdogs,

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.

Hi Karla, no news.

Nobody has contacted me or refunded my money

Hola Karla, ninguna novedad.

Nadie se ha puesto en contacto conmigo ni me ha reintegrado el dinero

We will continue investigating this issue and aim to provide you with an update in the coming days.

Thank you for your patience and understanding.

Dear Defaltdogs, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear Defaltdogs, please proceed with a new withdrawal request.

The withdrawal balance hasn't been updated and my winnings are still being held. Therefore, I won't be making the withdrawal yet.

El saldo a retirar no ha sido actualizado y mis ganancias siguen confiscadas. Por lo que no voy a efectuar todavía el retiro

Dear Defaltdogs,

Thank you for your update.

I understand your concern regarding the withheld winnings. However, I noticed that my previous questions have not yet been answered. In order for us to better understand the situation and continue investigating your complaint, please kindly provide answers to the following:

• Have you made any successful withdrawals from this casino before?
• Could you please confirm whether your account has been fully verified and KYC approved?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games only, or did you also place sports bets?
• Could you please share your communication with the casino regarding this issue? You may either upload screenshots here or send the emails/chat transcripts to my email address at karla.m@casino.guru.

Your cooperation is very important for us to proceed further with the case.

Thank you very much in advance for your reply.

Hello

1. No

2. If

3. No bonus

4. Sports betting only

5. It was through the casino's own chat and I no longer have the conversation

Thank you

Hola

1. No

2. Si

3. Sin bono

4. Solo apuestas deportivas

5. Fue por chat del propio casino y ya no conservo la conversación

Gracias

Dear Defaltdogs,

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

Dear Defaltdogs,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

Dear Granawin Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the current delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

I'm not making the withdrawal because the casino hasn't yet restored the withdrawn balance.

No hago el retiro porque todavía el casino no ha restablecido el saldo retirado

Hello there, we will provide an update in the next hours. Thank you for your attention.

Dear Granawin Casino,

Thank you for your response.

It has now been almost 100 hours since your last message, so I am not sure whether "the next hours" still applies.

Could you please provide us with an update on the current status?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Player Defaltdogs,

Please, you can now make a new withdrawal request (in case you didn't make yet).

Hello Defaltdogs,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Defaltdogs,

Could you please confirm whether you have submitted a new withdrawal request? If so, was it processed successfully and did everything go through without any issues?

Thank you.

Hello. No, I haven't tried to make another withdrawal.

Since my balance continues to show the money confiscated by the betting house

I will not attempt to withdraw again until I have the full amount of money.

Attached are screenshots:

I am waiting for the betting house to return the confiscated balance so I can make the withdrawal.

Hola. No, no he intentado hacer un nuevo retiro

Puesto que sigue apareciendo mi saldo con el dinero confiscado por parte de la casa de apuestas

Hasta que no tenga el dinero íntegro no realizaré de nuevo un intento de retiro

Adjunto capturas:

Quedo a la espera de que la casa de apuestas devuelva el saldo confiscado para efectuar el retiro

Dear Granawin Casino,

Could you please clarify the reason for confiscating the player’s funds, as this issue has not yet been addressed?

Thank you.

Dear Kubo,

Player's funds were not confiscated, but only their winnings. The balance was reducted until the initial deposit.

Unfortunately, we're sad to say that the measure was taken after our Fraud Department determined fraud behaviour, presentation of fake documents.

As asked before, player should withdrawal.

Dear Granawin Casino,

Could you please provide supporting evidence to substantiate these claims? You may send the relevant materials directly to my email address at jakub.m@casino.guru.

Thank you for your clarification and cooperation.

Hello, we've sent the relevant information to your e-mail.

Dear Kubo,

I categorically deny the accusation that Granawin's representative just sent to your private email. Claiming that I submitted "false documents" is a blatant lie and a desperate last-minute attempt to justify not paying my legitimate earnings of €701.15.

As irrefutable proof of this operator's bad faith and contradictions, I am attaching a screenshot of my verification panel within their own platform.

As you can see, Granawin's own system has my identity documents, bank statements, and utility bills registered with the official status of "APPROVED." It is completely absurd and inconsistent for them to allege document fraud when their own KYC department formally validated and approved all my documentation in their database.

Furthermore, to demonstrate the complete veracity of my identity, I want to emphasize the extreme contradiction of your corporate group. Your sister brand, 20bet, verified the exact same identity, the same physical documents, and the same payment methods, proceeding with the withdrawal of my funds without raising a single objection regarding KYC. If my documents were false, your own group would not have validated them nor would you have paid me on your other platform.

Granawin approved my documents and only arbitrarily decided to confiscate my winnings as soon as I won and then limited my account. I urge you to disregard any biased or manipulated evidence they may have tried to send you via private email, as their own internal dashboard completely contradicts their version of events.

I remain at your complete disposal to provide any further evidence you may need.

Sincerely.

Estimado Kubo,

Niego categóricamente la acusación que el representante de Granawin acaba de enviar a su correo privado. Afirmar que he presentado "documentos falsos" es una burda mentira y un recurso desesperado de última hora para justificar el impago de mis ganancias legítimas de 701,15 €.

Como prueba irrefutable de la mala fe y las contradicciones de este operador, adjunto una captura de pantalla de mi panel de verificación dentro de su propia plataforma.

Como puede observar, el propio sistema de Granawin tiene registrados mis documentos de identidad, extractos y facturas de servicios con el estado oficial de "APROBADA". Es completamente absurdo e incoherente que aleguen un fraude documental cuando su propio departamento de KYC validó y aprobó formalmente toda mi documentación en su base de datos.

Además, para demostrar la total veracidad de mi identidad, quiero recalcar la extrema contradicción de su grupo empresarial,su marca hermana, 20bet, ha verificado exactamente la misma identidad, los mismos documentos físicos y los mismos métodos de pago, procediendo al retiro de mis fondos sin poner una sola objeción sobre el KYC. Si mis documentos fuesen falsos, su propio grupo no los habría validado ni me habría pagado en su otra plataforma.

Granawin aprobó mis documentos y solo decidió confiscar mis ganancias de forma arbitraria en cuanto gané y limitaron mi cuenta. Le ruego que ignore las pruebas sesgadas o manipuladas que hayan intentado enviarle por correo privado, ya que su propio panel interno desmiente por completo su versión.

Quedo a su entera disposición para aportar cualquier otra prueba que necesite.

Atentamente.

Dear Granawin Casino,

Thank you for your cooperation and for providing the necessary information.

Dear Defaltdogs,

I acknowledge your categorical denial of the casino’s accusations. However, please also note that the casino has provided plausible information and supporting materials indicating that forged documents were submitted during your KYC process.

In addition, it was found that you had mutual financial transactions with another player, which raises further concerns regarding the legitimacy of the funding of your casino account.

For these reasons, we believe that the actions taken by the casino were justified, and I am rejecting your complaint.

Additionally, according to our policy, any player who submits forged or third-party documentation, whether to the casino or directly to us, or attempts to fraudulently bypass any verification steps, for example by using another person’s identity, face, or personal data, will be permanently banned from our platform. We maintain a zero-tolerance policy towards fraudulent behavior and will not support or enable malicious actions or deceptive practices by players.

Thank you for your understanding.

Best regards,

Kubo