Granawin Casino - Сметката на играча е затворена, а печалбите са конфискувани.

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

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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.

• 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

Hello Tomas,

Thank you for your response.

I had been playing at the casino for a short period before the issue occurred. My account was blocked immediately after I spoke with support about wanting gambling/deposit limits because of concerns regarding my spending.

My account was not fully verified before the closure. However, after the account was blocked, a live support agent confirmed that verification would still be possible and I was later contacted again by email requesting a bank statement showing the deposit made to the casino.

The deposit was made the same day, so I provided the requested bank statement/documents as requested.

My winnings were not obtained using any bonus or promotional offer. The balance was won through regular gameplay after depositing approximately $800, leaving an account balance of around $2,000 at the time the account was closed.

My concern is that the account was closed due to what support described as gambling addiction/responsible gambling concerns, but I was never clearly informed what would happen to my remaining balance or withdrawal. I am currently cooperating fully with their verification requests and am hoping the casino will still process the remaining funds.

Best regards,

Satvir ****

Dear sati725,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear sati725,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Granawin Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Granawin Casino representative to join this conversation and participate in resolving this complaint.

Dear Granawin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, we're currently still investigating the issue. We appreciate your patience.

Dear Granawin Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Hello, we’re happy to inform you that the user has successfully withdrawn their funds.

Dear sati725,

According to the casino, you have successfully withdrawn your funds. Could you please confirm whether this information is correct?

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hi Igor,

I have not received them yet. I will update once they are in my account. Thanks!

Dear sati725,

It has been a week since the casino originally informed us that your money had been withdrawn.

Could you please confirm whether you have received your money? Thank you!

Dear sati725,

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,
Igor
Casino.Guru