Granawin Casino - Тегленето на играча се забавя.

Casino: Granawins

I am submitting this complaint regarding a delayed withdrawal from Granawins casino.

I made deposits to my account and played according to the casino rules. I won funds and requested a withdrawal of 700 EUR. The casino requested verification documents, which I provided. My identity documents were uploaded, and I have cooperated fully with the verification process.

Despite this, my withdrawal has been pending for several days without a clear explanation or a reasonable timeframe for payment. The casino keeps telling me that my withdrawal is in a queue and that I have to wait, but no concrete information is provided.

I believe the casino is unnecessarily delaying my payment. I kindly ask Casino Guru to review this case and help me receive my legitimate winnings.

I can provide screenshots of my withdrawal status, communication with casino support, and all requested documents.

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Hello,

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 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,

Attila

Hello Attila,

I would like to update my complaint. The casino cancelled my withdrawal and returned the funds to my balance.

After that, they requested a proof of address in the form of a utility bill in my name. I cannot provide such a document because I do not pay the utility bills at this address and the bills are not registered in my name.

I live at this address legally and I have already provided other available documents for verification. The casino is now delaying my withdrawal because of a document that I cannot obtain.

Please add this information to my complaint and ask the casino to accept an alternative proof of address.

Thank you.

I would like to update my complaint.

The casino canceled my withdrawal request and returned the funds to my balance. They are now asking again for proof of address, even though I have already provided documents and completed the verification process before.

I currently live at a friend's address and do not have utility bills in my name, so I cannot provide the requested document. I have informed the casino about this situation and asked if they can accept an alternative document, but my withdrawal remains blocked.

I believe the casino is causing unnecessary delays and preventing me from withdrawing my winnings of €700. I kindly ask for assistance in resolving this issue and ensuring that my withdrawal is processed.

Dear Oleh777,

Thank you for bringing this matter to our attention.

We would like to clarify that the withdrawal is currently pending because our team requested a bank statement (respecting your privacy, we won't mention the bank name here) in PDF format for June, showing the relevant deposits made to your casino account. At this time, we are still waiting to receive this document.

Once the requested bank statement is provided, our verification team will be able to continue reviewing your account and proceed with the withdrawal process as quickly as possible.

We look forward to receiving the requested document so we can resolve this matter!

I sent the documents to your email.

Subject: Withdrawal Delayed for Almost One Month

I am submitting this complaint because Granawins has been delaying my withdrawal for almost one month.

I have fully cooperated with the verification process and submitted all documents I am able to provide. Despite this, my withdrawal was cancelled, the funds were returned to my casino balance, and I was repeatedly asked for additional documents.

Almost one month has passed, and my withdrawal has still not been processed. Every time I contact support, I receive the same response asking for more documents or telling me to wait. I believe these repeated requests are being used to delay or avoid paying my legitimate winnings.

I have acted in good faith and complied with every reasonable verification request. I now request that Granawins process my withdrawal immediately or provide a valid explanation, based on their Terms and Conditions, for refusing to pay.

I respectfully ask for your assistance in resolving this dispute as quickly as possible.

Hello Oleh777,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Oleh777, we were informed that your withdrawals were approved.

Is there anything else we can help you with?

Dear Granawin Casino Team,

Thank you for your response.

Dear Oleh777,

Thank you for your reply. Do you have any updates for us in relation to the withdrawal? Can we consider this matter resolved?

I look forward to your reply.

Dear Oleh777,

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,
Attila
Casino.Guru