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

Hello,

I’m submitting a complaint regarding two delayed withdrawals at Gransino Casino, operated by Rabidi N.V., under license 8048/JAZ (Curacao – Antillephone).

Here are the details:

• Withdrawal #1 – submitted on 20.07.2025 at 02:15 

• Withdrawal #2 – submitted on 21.07.2025 at 09:41

Today is the 6th business day since both requests, and despite contacting support several times, I have not received the funds. Every time I ask, they say my withdrawal is "in final stage" or "being prioritized," but no payment is made. My account is fully verified, and no KYC documents were requested.

I’ve also contacted the casino via email and live chat, and I was promised the money would arrive "the next working day." Still, nothing happened.

I’m very disappointed with how this situation is being handled, and I would appreciate Casino Guru's help to get this resolved.

Thank you.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Complaints Resolution Team,

Thank you for your response.

I understand the importance of allowing some time for the casino to process withdrawals. However, I would like to clarify that both of my withdrawal requests have been under review for **6 full business days**, and according to the casino's own policy, the processing time should not exceed 72 business hours.

My account is fully verified, and I have not been asked for any additional KYC documents. Each time I contacted Gransino support, I was told that my withdrawals are "in the final stage" or "being prioritized," yet no payment has been made.

Given that both transactions are still pending after nearly a week, I kindly ask you to consider this when evaluating the case.

Best regards, 

Dear player,

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.

Dear player,

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,

Dominika

Casino.Guru