Gransino Casino - プレイヤーの撤退が遅れています。

I have had many withdrawals in the past always within the 3 working days time frame. I submitted a withdrawal request on 20/07 and it still says under review. Live chat keep spouting the same , you're in the queue and will be done shortly dont worry

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

Could you kindly specify which games you played?

When was the last time you communicated with the casino regarding the delay in processing your payment?

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

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In answer to your questions

I'm fully verified and had plenty of withdrawals in the past all within 3 working days

As far as I can remember my win was on Cash Pandas but I can't be certain. It was raw cash without a bonus

I have spoken with live chat and sent emails all with the response of your winnings are safe and we have a backlog

This was the reply from August 1st

Dear Steven,

Thank you for contacting our Customer team,

We hope this emails finds you well.

We truly understand how important timely withdrawals are, and we sincerely apologize for the slight delay you’ve experienced.

My apologies for the inconvenience of the prolonged delay in the withdrawal process. We understand the impact this has had on you and would like to reassure you that after consulting with the finance department, I have been informed that they are actively working to get your funds out as soon as possible.

Your feedback is invaluable, and we appreciate your patience. I can assure you that they have received information from me again and are working to process it as soon as possible.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bladessteve,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika