Gransino Casino - La retirada del jugador se ha retrasado.

Hello! My withdrawal not processed for 1 month. Support told me same every time.

Today contacted chat again:

Thank you so much for your patience! 

I truly understand how important it is to receive your winnings without delay, and I’m very sorry for any inconvenience this may have caused.I’ve checked on your withdrawal, and I can confirm that it’s already in the final stage of processing by our Finance Department. While we always aim to meet our promised timeframes, occasional delays can happen—and I’m really sorry this has affected you.Please rest assured that your funds are completely safe. The Finance team is aware of the situation and is currently working closely with our payment provider to ensure the process is completed as quickly as possible.Thank you again for your understanding—we truly appreciate it, and your withdrawal should be finalized very soon.

Hello,

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?

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,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Have you made any successful withdrawals before? No

Could you please confirm that you have passed the KYC verification? All documents send, no reply

Did you accumulate your winnings with or without an active bonus? with bonus, playthrue done

Chat support told me that my withdrawal is in final stage.

Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

hi! My withdrawal is still processing. Communication send by email.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello aolegf,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gransino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear aolegf,

We sincerely apologize for the longer-than-usual processing time and any inconvenience caused by the delay in your withdrawal.

Unfortunately, this issue has occurred because your account requires further verification.

To proceed, please upload a PDF file of your bank account transaction history for the period from June 23, 2025, to July 23, 2025, showing all incoming and outgoing transactions, including any deposits made to us. You can upload this document through the verification section of your account.

If you have any additional questions, please don’t hesitate to contact us.

Kind Regards,

Gransino Casino team

Hello! I uploaded my 2 bank statements many times, you ask to send them by email - I send. You requested it again and dont told me what's wrong with them. Just uploaded them 5th time.

Dear aolegf,

The relevant department check the recent documents that you uploaded. Although, there are not the required ones. We are going to come in touch with you by email in order to explain what we need exactly to complete the verification process.

Thank you in advance.

Kind Regards,

Gransino Casino Team

Hello! I uploaded what you asked , but deposits in June went from Google Pay with the Revolut virtual card and Citadele. I sent you my proof of deposits by email.

It's a nightmare with verification. Gransino every time asks for my Swedbank account statement, but I deposited from my other two bank accounts. I have already uploaded proofs of deposit. But now, in my profile, there is again a request for my Swedbank account statement showing deposits to the casino.

Dear Gransino Casino,

Could you please clarify the reason for requesting the player’s Swedbank account statement, given that other methods were used for the deposits in question?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hello! My account is verifed now. 22 days for verification. Withdrawal pending from 7 July. Support told me will be processed as soon as possible.

so, my withdrawal declined. Support told me to request it again. Requested.

Dear aolegf,

Thank you for the update.

Please keep us informed as soon as you have any further news regarding this case.

Best regards,

Attila G.

Dear aolegf,

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.

Money received. Almost 2 months for withdrawal.

Dear aolegf,

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,

Attila Gorkij

Casino.Guru