Granawin Casino - Η ανάληψη του παίκτη καθυστέρησε.

Good morning.

After playing at the Granawin casino and being limited in the amount of money I could bet on each wager, I requested a withdrawal of my winnings and received this message accusing me of fraud. They provided no further details. I have not committed any fraud. I uploaded the photos they requested, along with numerous documents and various numbers, and my KYC verification, including my address, bills, etc., was always clear.

This is an illegal withholding of my funds, and I request your intervention with this casino. No violation has been committed, and support is not responding.

Thank you so much

Buenos días.

Tras jugar en el casino granawin y ser limitada en la cantidad de dinero que hacer a cada apuesta, solicito el retiro de mi dinero con mis ganancias y me envían este mensaje supuestamente cometiendo fraude. Sin detallar en ningún aspecto más. No he cometido ningún tipo de fraude. He subido las fotos que han pedido con mil papeles y mil números diferentes y en todo momento ha quedado claro mi KYC , con mi dirección, facturas etc etc.

Es una retención ilegal de mis fondos y solicito por favor intermedien con este casino. Puesto que no se ha cometido ninguna infracción y desde el soporte no contestan

Muchas gracias

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 Defaltdogs,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning,

Your case is currently under review. We will provide you with an update as soon as we have more information.

Thank you for your patience.

Dear Defaltdogs,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Karla, no news.

Nobody has contacted me or refunded my money

Hola Karla, ninguna novedad.

Nadie se ha puesto en contacto conmigo ni me ha reintegrado el dinero

We will continue investigating this issue and aim to provide you with an update in the coming days.

Thank you for your patience and understanding.

Dear Defaltdogs, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Karla