Granawin Casino - Печалбите на играча са конфискувани.

On 13 August 2026 I won a large amount on VIP Roulette (Pragmatic Play live casino) – approximately €10,000 net win (full game history and screenshots attached).

After requesting a withdrawal, the casino started a long verification process. I fully complied with every single request they made:

Personal ID + utility bill (proof of address)

Additional utility bill

Selfie with personal ID

Selfie with personal ID + code written on paper

Selfie with personal ID + another different code

Second identity document (Driver’s License)

Selfie holding Driver’s License and a paper with the code 112051 (both hands fully visible)

All documents were uploaded and marked as accepted/approved by the casino.

Despite completing the entire verification process, on 21 August 2026 the casino suddenly performed a balance correction and removed almost €10,000 from my account without any clear or detailed explanation. They only left the amount of my most recent deposit and announced that the account will be closed after the remaining balance is withdrawn.

I have repeatedly contacted support via live chat and email asking for a proper explanation of the balance correction and the reason for removing my winnings. They refuse to provide any specific details and only reply that their decision is final.

My account was used exclusively for normal sports betting and casino play. I never shared the account and I have fully cooperated with all verification requirements.

I request the full restoration of the removed funds (€10,000) and the processing of the withdrawal of my entire legitimate balance.

All supporting evidence (game history showing the win, verification requests, document approval statuses, and the casino’s messages) is attached.

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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.

• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hello Tomas,

Thank you for looking into my case.

No, I did not use any bonus. The entire balance (approximately €10,000) was achieved with my own deposited funds only.

Regarding the communication with the casino:

They performed a balance correction and closed my account without providing any clear explanation or evidence. When I asked them multiple times (via chat and email) to name their official CGA-certified ADR provider so I could escalate the dispute, they either ignored the question or gave vague/incorrect answers.

I will send you the mail transcripts to [email protected] if needed.

Please let me know if you require any additional information.

Best regards

Thanks for your reply.

Please send the communication you refer to to my email at [email protected] for review.

Thanks in advance for your cooperation.

Dear MaracP,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru