Gransino Casino - 決済が遅延しているとのクレームがあります。

I made three withdrawals a week ago, each €500, because depending on your level, it seems that this casino only allows you to withdraw €500, and a maximum of three. I've been sending messages to the chat every so often for a week to see how the process is going, and they always give me an excuse. I'd wait 1 to 3 days and nothing, then 5 days and nothing, that they have technical problems and a lot of work, but they haven't even approved my withdrawal. I'll take legal action if I can't withdraw the €7,000, which I'm aware of, since it's €500 at a time, it will take forever. Anyone who can help me and has had the same thing happen to them? Honestly, this has never happened to me before.

Efectúe tres retiros hace una semana de 500 euros cada uno porque según el nivel que seas al parecer en este casino solo puedes retirar así y un máximo de 3. Llevo una semana enviando mensajes al chat cada poco para ver cómo va el proceso y siempre me ponen una excusa. Que si espere de 1 a 3 días y nada luego 5 días y nada que tienen problemas técnicos y mucho trabajo pero ni siquiera me han aprobado el retiro. Tomaré acciones legales si no puedo retirar los 7000 euros que tengo en cuenta que encima al ser de 500 en 500 tardará una eternidad. Alguien que pueda ayudarme y le haya pasado lo mismo? Esto nunca me había pasado la verdad

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I still haven't received my money. I've sent several emails, talked via chat and nothing. I have all the screenshots. This smells terrible to me knowing that there are people who haven't received their money back.

Sigo sin recibir mi dinero he enviado varios correos, hablado por chat y nada tengo todas las capturas, esto me huele fatal sabiendo que hay gente que no le han devuelto el dinero

I think it's a scam and I'll take legal action if it's not resolved soon.

Me parece una estafa tomaré acciones legales si no se soluciona pronto

Dear player,

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.

Good morning,

After 15 days of more than 20 conversations via live chat and several emails to support, I managed to get the three €500 withdrawals they allow according to their policy. It was 15 days later. I've just made another request for three €500 withdrawals. I still have to go up to €7,000. I'll keep you updated if there's any progress.

Buenos días,

Tras 15 días de más de 20 conversaciones con el chat live y varios correos a support consegui que me efectuarán los 3 retiros de 500 que según su política dejan retirar. Fue a los 15 días. Ahora mismo he realizado otra petición de 3 retiros de 500. Hasta los 7000 euros aún me queda. Os iré informando si hay avance.

The process is very tedious; I've had to push constantly. Hopefully, these next withdrawals will be faster.

El proceso es muy tedioso, he tenido que estar haciendo push constantemente. Esperemos que estos próximos retiros sean más rápidos.

Dear player, when exactly did you request the next set of three €500 withdrawals?

Are those still pending, or has there been any progress with them?

And if I understand correctly, you still have around €4,000 left that you plan to withdraw later — is that right?

I'm waiting to withdraw 4,000 euros out of the 7,000 euros. The limit on withdrawing 500 euros at a time and only being able to make three withdrawals is incredibly tedious. I've been here for a month and have only been able to withdraw 2,000 euros. On the other hand, the bank rejected a withdrawal today, seriously. I'm taking it slow, but the 500 euro limit is terrible. I don't know if a month to withdraw 2,000 euros out of 7,000 seems inhumane.

Estoy pendiente de 4000 euros por retirar de los 7000. La limitación de retirar de 500 en 500 y solo poder hacer tres retiros es súper tediosa. Llevo un mes y solo he podido retirar 2000 euros. Por otra parte el banco me ha rechazado hoy un retiro, en serio. Voy poco a poco pero la limitación de 500 es fatal. No se un mes para retirar 2000 euros de 7000 me parece inhumano.

Plus, it takes at least a week to approve a 500 euro withdrawal. And you can't make another one until it reaches your bank account, and if they cancel it, the process starts all over again. Then they tell me I'm VIP, but that's useless because they haven't lifted the 500 euro withdrawal limit. At this rate, it'll take me three months or more to withdraw the 7,000 euros...

Además de que tardan mínimo una semana en aprobarte un retiro de 500. Y no puedes efectuar otro hasta que ese llegue a tu cuenta bancaria y si te lo cancelan empieza el proceso de cero. Luego me dicen que si soy vip pero eso no vale para nada porque no me quitan la limitación de retirar 500. Estaré a este ritmo tres meses o más para retirar los 7000 euros...

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gransino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gransino Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear 98432123de,

We are pleased to inform you that your previous pending withdrawals was successfully processed, and the funds were dispatched from our end on August 19, 2025.

The funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

Regarding the recent attempted withdrawal request. we will try our best to process your withdrawal as swiftly as possible.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

Gransino team.

Good afternoon,

I'm still waiting to withdraw 3,500 euros. I'll let you know as soon as it's received.

Buenas tardes,

Todavía estoy esperando para retirar 3500 euros. En cuanto se efectúen daré constancia por aquí.

Hello all.

Thank you for the cooperation on this case.

Dear user,

We will wait for the update from you then.

Best regards,

Romi

Dear 98432123de,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

They've been scammers with €500 withdrawal limits. They make the process take forever, and you end up losing all your money because they force you to log in regularly to complain. It's an abusive practice that saps your energy, and they play on that. They have to wait two months or more to withdraw; it's outrageous.

Han sido unos estafadores con los límites de 500 euros para retirar hacen que el proceso se alargue muchísimo y al final pierdas todo tu dinero porque te hacen entrar de forma regular para quejarte. Practica abusiva que te va quitando energía y juegan con eso. Te tienen 2 meses o más para poder retirar, es una barbaridad.

I have lost all my money finally

Yo he perdido todo mi dinero finalmente

Hello 98432123de,

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.11:- All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.

In your case the following limits apply:

(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.

However, upon reviewing your account we can see that the last three withdrawal request was cancelled from your side an the amount was utilized and played.

We do not see any further pending withdrawals or any active balance in your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards, 

Gransino team.

Dear user,

I am really sorry that you were unable to keep your balance. Due to the fact that there is no amount in your account, we have to reject this complaint now.

We are sorry we could not be of more help on this occasion.

Please do not hesitate to contact us in the future if you run into issues with this or any other casino.

We are here to help.

Best regards,

Romi