Gransino Casino - El jugador cree que el reintegro se ha retrasado.

Hello dear Casino Guru Team,

I would like to file a complaint against Casino Gran Sino.

I played there with a bonus and won a total of €1,000. Of this €1,000, a withdrawal of €500 was approved relatively quickly and transferred on Easter Monday (April 21). At the same time, on April 16, I also requested a withdrawal of the remaining €500. However, this withdrawal has been delayed until today (April 28) for no apparent reason.

Support told me several times that my withdrawal was "prioritized," but nothing has happened so far. It all seems very strange to me, and I'm worried that the withdrawal will even be processed.

I request the Casino Guru team to assist me in resolving this case.

Thank you in advance!

Hallo liebes Casino Guru Team,

ich möchte eine Beschwerde gegen das Casino Gran Sino einreichen.

Ich habe dort mit einem Bonus gespielt und insgesamt 1000 € gewonnen. Von diesen 1000 € wurde mir eine Auszahlung über 500 € relativ schnell genehmigt und am Ostermontag (21.04.) überwiesen. Gleichzeitig hatte ich am 16.04. auch die Auszahlung der restlichen 500 € beantragt. Diese Auszahlung verzögert sich jedoch bis heute (28.04.) ohne nachvollziehbaren Grund.

Mehrmals wurde mir vom Support gesagt, dass meine Auszahlung „priorisiert" sei – passiert ist jedoch bislang nichts. Es wirkt alles sehr seltsam auf mich und ich mache mir Sorgen, ob die Auszahlung überhaupt noch erfolgt.

Ich bitte das Casino Guru Team um Unterstützung bei der Klärung dieses Falls.

Vielen Dank im Voraus!

Dear Robhood,

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


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.

Dear Robhood,

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.

Hello Nick,

Thank you for your message. Unfortunately, nothing has changed in my case so far – I'm still waiting for the payout.

Although the casino's support team has repeatedly informed me that my withdrawal is "priority," I don't understand what that means in practice – nothing has happened so far. If my withdrawal were indeed a priority, it should have been processed and paid out long ago.

I would therefore be very grateful if you could follow up with the casino again.

Thank you for your support!

Hallo Nick,

vielen Dank für Ihre Nachricht. Leider hat sich in meinem Fall bisher nichts verändert – ich warte immer noch auf die Auszahlung.

Mir wurde zwar mehrfach vom Support des Casinos mitgeteilt, dass meine Auszahlung "priorisiert" sei, allerdings verstehe ich nicht, was das in der Praxis bedeutet – denn passiert ist bislang nichts. Wenn meine Auszahlung tatsächlich Priorität hätte, sollte sie doch längst bearbeitet und ausgezahlt worden sein.

Ich würde mich daher sehr freuen, wenn Sie noch einmal beim Casino nachhaken könnten.

Vielen Dank für Ihre Unterstützung!

Thank you Robhood for all the information provide. I will now forward your complaint to my colleague Martina (martina.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Robhood,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Gransino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

The payout has now been completed after almost 4 weeks.

Die Auszahlung wurde jetzt nach fast 4 Wochen abgeschlossen.

Dear Robhood,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru