Granawin Casino - 残高修正のため、プレイヤーは出金に関する問題に直面しています。

I Deposited 30euros on this casino and played with it and the 30euros that are in my casino slots ballance and i had to do 1200euros wager to get the casino ballance to the main ballance and i played for some time spinning slots buying bonuses and after i did the wager i got the money and i asked for a withdrawal after what the casino labeled my withdrawal as ballance correction and leaving me with my deposited amount and when i asked them about it they said that i did bets that are more then 5euros which is not alowed while having the bonus active and it was never stated about that rule on the bonus or when depositing,after which i asked for proof of the bets log where i made bets larger then that and where that rule is written and they just simply ended the chat and whenever i opened a new chat they replied the same and closed the chat in one instance they didnt even respond anything and just closed the chat,which is unacceptable for a casino to be so down bad for 500euros even tho they definitely make that in a hour and even less from players betting on the site

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 KikoLudiloo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/5,000 ARS/ 130 HNL/ 210 UYU/ 100 ZAR), unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, granawin reserves the right to cancel the bonus and the associated winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Then if thats the case maybe it should be stated on the bonus or when depositing or anywhere else and when i asked them to send me proof of that where it is or my bet logs where i have made a bet larger then 5euros they simply closed the chat on the same exact sentence 3 times in a row even once they didnt respond anything and closed it

Dear KikoLudiloo, thank you for your response. Have you tried requesting the game history via email at support@granawin.com? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

i requested the bet logs in both support chat on site and their email on email never got a response and on support on site they just close the chat after sending same messages

Thank you very much for your response. Could you please forward the failed attempts at requesting the game log? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

I posted the evidence here already i was sending them messages and they just closed the chat every time

Thank you for your response.

Maximum bet rules are the industry standard, and the penalty for the breach of these rules is almost always the same: confiscation of winnings.

Regrettably, we can only assist you after reviewing your bonus history first. Without it, we can't determine whether you breached this rule accidentally or whether you gained any advantage when breaching this rule. Unfortunately, not many online casinos enforce the maximum bet by software, leading to situations like this one.

I am sorry this happened to you, and I hope you won't face similar issues in the future.

Without being able to review the game history, we won't be able to proceed further with your complaint, and it will be closed. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Attila