Gransino Casino - El proceso de retiro de fondos del jugador está retrasado y el servicio de atención al cliente no responde.

I won a jackpot and had my winnings at 127k, life changing experience I will never forget the feeling. Until I tried to make a withdrawal, 3k per day withdrawals was my limit due to my "VIP status" up until this win. Gransino reduced it to an £800 withdrawal and blocked further withdrawals wanting verification, numerous withdrawals for the past 2 years were fine no verification was required, my VIP manager who is supposed to be 24/7 via email would not respond the live chat would not work. I wanted to speak to someone for help and discuss how fortunate I was but the treatment sheer disregard for my mental state is a disgrace. Someone with a bad gambling addiction like myself should not have been ignored knowing full well the it was probably gonna be lost, and yes within 48/72 hours I lost it all played it down while getting no help never mind a reply from my VIP manager or anyone an grancasino, it took 3 days to get the £800 withdrawal and half of it went back to you. Absolute disgrace what yous have done and I am making it my mission to publicise this and show the casino gambling world what yous really are!

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Dear Pod88,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you've encountered with your withdrawal and the frustrations you've experienced.

To better understand your situation and assist you effectively, could you please provide some more information regarding the following:

• Could you please post a screenshot of the jackpot game that you won?
• When did you win the jackpot game?
• Did you use real money or with an active bonus to wager on the jackpot?
• Could you please confirm your current balance?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Thank you in advance for your reply.

Best regards,

Jean

Dear Pod88,

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.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further. Thank you in advance.

Also, after winning the jackpot, the casino asked you to verify your account. This is a common practice for casinos to do to make sure to send huge winnings to the correct person. Were you able to complete the verification after?

Dear Pod88,

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,
Jean
Casino.Guru