Granawin Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されました。

Hello Casino Guru Team,

I am submitting a complaint regarding Granawin and the closure of my account while approximately $2,000 remained in the balance.

I deposited approximately $800 through e-transfer and won the remaining balance through gameplay. During a conversation with support, I mentioned wanting gambling/deposit limits because I was concerned about my spending habits and wanted more control over my gambling activity.

After this, the representative stated they believed I had a gambling addiction and my account was closed. However:

I was never informed what would happen to my remaining balance.

I was never told whether my withdrawal would still be processed.

I was never given proper verification/KYC instructions.

I did not receive any explanation that my winnings or balance would be confiscated.

I understand casinos may close or self-exclude accounts for responsible gambling purposes, but I do not believe that automatically gives them the right to withhold legitimate funds won from gameplay, especially without explanation or an opportunity to complete verification.

At this point I am simply requesting:

clarification on the status of my balance,

the opportunity to complete any required verification,

and payment of my remaining funds if there was no breach of terms beyond discussing gambling limits/responsible gambling concerns.

I have screenshots and records of the conversations, deposits, and account balance available if needed.

Thank you for reviewing my complaint

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Granawin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account verified?
• Did you achieve your winnings with the help of a bonus?

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,

Tomas