Gransino Casino - El retiro del jugador se retrasa indefinidamente.

So upon withdrawal - it remains in ‘processing’ and does not move. Staff are trained in delay tactics and will answer with buzz words they have been trained to use ‘be patient’ ‘constantly giving you the fob off and then ‘Refuse to close account’ as the client has no control over any exclusions or closure. It’s disgraceful

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 Tel53,

• 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 that I can fully understand the situation. Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Have you ever requested to be self-excluded from this casino due to gambling addiction?

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

Best regards,

Veronika

Dear Tel53,

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.

DONT PLAY - WONT PAY

I’m not even going to get into your ridiculous responses. Goodbye and I hope no one ever puts money your way again. So corrupt .

DONT PLAY - WONT PAY

Hello Tel53,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Tel53,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.

Thank you for your understanding.

Best regards,

Kristina

Casino.Guru 

Thank you for your understanding and patience, Tel53. I have carefully reviewed the entire complaint thread. To clarify your last message - do I understand correctly that you would like to close this complaint?

Dear Tel53,

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,
Kristina
Casino.Guru