Gransino Casino - La solicitud de retiro del jugador se retrasa debido a repetidas demandas de verificación.

Hello,

On the 22nd and 23rd of March, I made two withdrawal requests (500+310€), after successfully wagering a deposit bonus. At the time, the verification tab said that I didn't to send any verification documents, but gave me the option to do so, in case they were required later on. I uploaded the usual documentation for proof of address, ID and the transaction history of the payment method I had used for that deposit. A few days later, they requested more documents, including the transaction history of the payment method I had used for my first deposit on their casino, back in November (which was also eventful because they didn't seem to understand that a virtual card doesn't have a physical copy and I couldn't send them photos of the front and the back of my card).

Since then, there has been an infinite cycle of them asking for the transaction history of the card used for my last deposit, receiving that document, asking for the transaction history of a different time period and then asking for the one they had already received before. First, they asked for the transaction history of March 2025. After receiving that, they requested the same for January - February 2025. Then, they asked again for the transaction history of March 2025, followed by the transaction history of 01/02 - 25/03 2025 and then they asked again for the transaction history of March 2025.

In the meantime, I've been contacting support, asking for the reason why they keep requesting the same documents over and over again, but their support insists that they can't have access to that information, encouraging me to upload the documents again and guaranteeing that I will get notified via E-mail when my documents get reviewed. I have also sent three E-mails myself, explaining the situation extensively and even providing lots of other documents (bank statements from 6 months for cross reference) without hearing back from them. On top of that, even though their verification tab says that the reviewing process of the documents may take up to 24 hours, the last two times I uploaded the document requested, a week went by before the message urging me to re upload the document appeared on the verification tab.

At this point, having uploaded the transaction history of my card 6 times (4 for March 2025 and 2 for the custom time periods requested by their KYC department, it's obvious that they are just stalling and they are not planning to proceed with the payments.

It's also worth mentioning that every time I upload the statements they request, they are downloaded directly from my e-banking service, it's as official and original as it gets. The support team says that I cannot contact directly the KYC department but they have also no idea about the reason they keep requesting the same documents over and over again.

My patience has been depleted and I decided to file a complaint here in case you can help me resolve that issue.

Dear Slotalex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you, could you please provide answers to the following questions:

• Have all your identity documents been approved and verified, apart from the bank statements?
• Have any of your bank statements been approved and verified during the KYC?
• Can you provide specific dates when you uploaded the most recent documents?
• What types of games did you play?

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

Best regards,

Veronika

Hello and thank you for the fast response,

This specific casino doesn't have a way of displaying which documents have been accepted and which haven't, I need to log in daily and check manually on their site to find out whether there is a "red dot" indicating that I need to upload something new. I'm assuming that the documents I have sent in the past and haven't been requested again have been approved, which makes it extra annoying because every time I send the card statement for March 2025, their next request is about a different time period, they receive that and then ask again for the statement of March 2025.

With that in mind, I cannot be sure about the dozens of others of statements they have requested so far, because they might as well request them again as they did with the transaction history of my virtual card connected to my skrill account and the transaction history of the card in question. During the verification process, on top of the card statements, they have received multiple bank account statements as well, either requested by them or provided by me for purposes of cross referencing transactions etc. For the past few weeks, they haven't requested any (bank) account statements, so I can only assume that the previous ones have been approved.

I do not have access to all the dates I have uploaded documents since there is no way to see those, but I can tell you the dates of the last three times, since I also sent them an E-mail for two of them and the last one was yesterday. So, I uploaded the requested documents on April 10th (+ E-mail), then again on April 17th (+ E-mail) and finally yesterday, on April 24th. As you can see, it eventually became a pattern for them to wait for a week before requesting documents, even though in the beginning it took them a day or a couple of days at most.

To answer your final question, I only played slots games, no betting, crash games or live casino action.

Thank you.

Thank you for your response. Please forward me all the relevant communication between you and the casino regarding the verification of your account at veronika.f@casino.guru. Kindly specify the last time the casino contacted you as well. Thank you for your patience and cooperation.

Hello,

I have sent you an e-mail with the documents you requested. It's worth mentioning that since my last reply, they have requested and received statements of my card for March 2025 and another custom time period two times and there are still 0 responses from them about why they keep requesting the same documents over and over again.

Hello,

The withdrawals got processed today, about a month and a half after being requested. Thank you for your time and willingness to help me with this issue.

Dear Slotalex,

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,

Veronika Fritz

Casino.Guru