Gransino Casino - El pago del jugador está retrasado.

Almost three weeks have passed and no payout to date!

I paid out 2x 500€ on 20.06.2025 and on 21.06.2025

the status of the payout in progress

Email support just puts you off and nothing happens!

Knapp drei Wochen vergangen und keine Auszahlung bis heute!

Habe 2x 500€ ausgezahlt am 20.06.2025 und am 21.06.2025

der Status der Auszahlung in Bearbeitung

Emailsupport vertröstet nur einen und nichts geschieht!

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

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.

Ladies and Gentlemen

Verification has not yet taken place! Under the account details it says that no verification is necessary.

This is the first payout at Gransino.

I earned the winnings with the first deposit bonus (100% on first deposit with 35x wagering)

In my opinion, the casino is avoiding paying out winnings and is deliberately dragging it out. I've read some other negative reviews. I think it's unacceptable and shouldn't be the case that the payout takes so long.

Above all, I will think twice about whether I should even play there anymore and deposit money!

Thank you for your efforts and best regards

Sehr geehrte Damen und Herren,

bis zu der Verifizierung ist es bis jetzt nicht gekommen!, unter den Kontodetails steht das keine Verifizierung notwendig sei.

Es handelt sich um die erste Auszahlung bei Gransino.

Den Gewinn habe ich mit dem Ersteinzahlungs Bonus erspielt (100% auf Ersteinzahlung mit 35 fachen Einsatz)

Meiner Meinung drückt sich das Casino den Gewinn auszuzahlen und zieht es extra in die Länge. Habe einige andere negative Beiträge gelesen. Wie ich finde kann es und darf es doch nicht sein das die Auszahlung solange dauert,

vor allem werde ich es mir drei überlegen ob ich dort überhaupt noch spiele und Geld einzahle!

Vielen Dank für Ihre Bemühungen und Schöne Grüße

das ist die Standard Antwort vom Email Support,

kann leider kein Screenshot hochladen.

Ihre Anfrage (31652615) wurde aktualisiert. Antworten Sie auf diese E-Mail, um weitere Kommentare hinzuzufügen.

Keziah (Gransino) 

10. Juli 2025, 22:31 OESZ 

Hi Artur,

Thank you so much for reaching out to our Customer Support Team. We hope this message finds you well.

We sincerely apologize for the inconvenience, but at the moment, we don’t have any native speakers available to respond in your preferred language. In order to assist you as quickly as possible, we’ve addressed your message in English. We greatly appreciate your understanding in this matter. 

First and foremost, I want to sincerely thank you for your patience. I completely understand how frustrating and concerning it can be when a withdrawal takes longer than expected, and I’m truly sorry for the delay you've experienced.

I’ve personally reviewed your request, and I regret to inform you that there has been an unexpected delay in processing your withdrawal. Please accept my deepest apologies for any inconvenience or stress this may have caused.

I want to reassure you that our dedicated team is fully aware of the situation and is working hard to ensure everything is resolved as quickly as possible. Your withdrawal is a top priority for us, and we are doing everything we can to complete the process without any further delay.

We genuinely appreciate your understanding and patience during this time. As soon as your withdrawal has been successfully processed, the funds will be sent to you immediately.

If you have any questions or need further assistance, please don’t hesitate to reach out to us via email at support@gransino.com or through Live Chat.

Best regards,

Customer Support Team

Dear player, could you kindly let me know if the casino has provided any estimate or timeframe for how long this delay in processing your withdrawal might still take?

Also, have you received any recent updates or changes regarding the status of your withdrawals?

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'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