Gransino Casino - Печалбата на играча от 70 000 евро се задържа.

Title: Gransino Casino Illegally Withholding My €70,000 Winnings

I want to share my very concerning experience with Gransino Casino.

I won €70,000, with no bonus, while strictly following all the casino’s rules. I provided all required documents for identity verification, and my account was validated. The casino made a partial payment of €500, but has kept the remaining €70,000, claiming that my card was allegedly stolen. This explanation is unjustified and unacceptable.

To make matters worse, AskGamblers deleted the related case without requesting any additional documents or ensuring a fair resolution of my claim.

I am sharing this experience to warn other players and to seek help from the CasinoGuru community and experts in order to recover my legitimate winnings. This treatment is completely unfair, and I am looking for guidance on possible steps to get my €70,000.

Dear Nacerodeltoro22,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Were you provided with an explanation regarding the assumption that your card has been stolen?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Katarina,

Thank you for your message. I really appreciate your help. My winnings were generated by **Crazy Time** and **Crazy Ball**, provided by **Evolution Gaming**. I was not using any bonus at the time; these were my own deposits.

Regarding the alleged stolen card, the casino has never provided a proper explanation. All my documents have been validated, and they even made a partial payment of 500 euros to my bank account. This situation is very serious, and I am deeply shocked. I am fully transparent and serious, and I can provide any documents or proof needed, including bank confirmation, to show that everything is legitimate.

I hope you can help me publish my complaint and give visibility to this situation. I have also left a comment on **ASKGamblers**, and they tried to ask me to remove it, but I refused. This issue needs attention because it is not normal that in 2025 a player can deposit, follow all the rules, win legitimately, and still not receive their money.

Thank you very much for your support, and I am ready to provide any additional information you may need.

Best regards, Nacer Babaci

I am a French player. I am not a Dutch player. I am giving you this information because I had to use a VPN to access your website. When trying to connect from France, I was unable to access your site. A lawyer advised me to use a VPN to submit my complaint on your website.

 Otherwise, I am indeed French. My identity card is French. I can provide any documents you require. There is absolutely no problem.

Hello,

I would also like to clarify a very important point regarding the response from Gransino Casino. I was extremely shocked when I received their justification claiming that I had used a stolen bank card and that my account was not registered under the same name as my ID, which would have led to the confiscation of my winnings.

I want to state clearly that this accusation is completely unfounded. I have strictly followed all the casino’s rules. The bank card I used is in my possession and belongs to me. All my documents are valid and in order. You may contact my bank, verify my address, my phone number, or any other detail. I am fully transparent and ready to cooperate. I am a serious person, and I am even willing to make a video call to prove my identity and the legitimacy of my payment method.

I can resend photos of my bank card, my account, and any other required evidence at any time. What is unacceptable is that the casino validated my account, accepted my deposits, processed a first partial payment of 500 EUR, and then later claimed there were suspicions of a stolen card or an account mismatch. This is incoherent and deeply shocking.

I consider this situation completely unacceptable. How can a casino treat a player this way when I have respected all the rules and provided every piece of proof required.

Thank you for your attention and support. I remain ready to provide immediately any additional document or verification you may need.

Sincerely, N****** B******

Dear Katarina,

We have sent an email regarding the following case.

We would like to kindly confirm, the documents that the player attached to this thread on September 9, 2025, are the same as those shared with us for verification purposes. Thank you!

We will wait for your update.

Kind regards,

Gransino team.

Hello Katharina,

I would like to confirm my good faith: all the documents sent are indeed the same. The name on the registered account is also the same, contrary to what has been claimed.

Please find attached a screenshot of what Gransino had stated regarding my account.

Kind regards, Nacerodeltoro

Hello Katalina,

I have a question regarding my Gransino case.

My lawyer, who followed the case on Askgamblers, advised me to turn to Casino Guru, as it is a reliable organization, while waiting to find a solution. He also told me that Gransino has no licenses and is based in Costa Rica. He also warned me that it is not a good casino.

I trusted Gransino because I saw that it offered games from Evolution Gaming and Pragmatic. I do not understand how a casino can withhold money, knowing that at some point, in their management and cash register, they will inevitably see that 70,000 € was generated by legitimate winnings, without bonuses. All the documents I provided are in my name and the bank card used is also mine. Today, it is impossible to deposit with a card that does not belong to us, because each payment requires authentication: you receive a notification and must validate it directly via the banking app.

This has never happened to me with other online casinos, where I have always been paid without any problems. This situation makes me afraid to play again on online casinos.

Can you explain to me how this is possible?

Thank you very much for your reply and advice.

Best regards, Nacero

Hello Katalina, I hope you are doing well. I am awaiting news from you. Best regards, Nacero

Hello Nacerodeltoro22,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina 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 Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I understand the situation well and I hope Katarina is enjoying her vacation. We will resume when she is available. Thank you for the update and the information.

Best regards, Nacerodeltoro22

Hello Katalina,

Please find attached the information you will see upon returning from your leave (screenshots).

 In the first message (see screenshot), Gransino confirmed several weeks ago that my account had been verified and that my withdrawals had been successfully completed.

 However, in another message dated September 17, 2025 (see second screenshot), I received a new request for documents, as if nothing had been resolved.

This situation is absurd: the information provided by their teams is completely inconsistent and contradictory. It clearly demonstrates a lack of professionalism and poor management.

I also want to point out that a partial payment of €500 has been made and received in my bank account. The total balance of my account was €70,500, meaning €70,000 remains, which does not belong to them and must be returned to me.

The fact that Gransino continues to withhold this amount despite their own official confirmations is unacceptable.

I sincerely thank you in advance, and I hope Gransino will realize the seriousness of this situation and the significant psychological distress it is causing me. Best regards, Nacero

Katarina , This situation is causing me significant stress and constant distress. The inconsistency and delays in managing my account are seriously affecting my peace of mind and psychological well-being.

Hello Katarina,

I hope you are doing well.

I am leaving you this message to inform you that today, Casino Gransino contacted me on my personal number. I want to confirm that all the documents I provided are accurate.

I discussed the situation with the person who called me, named Laurent. We also addressed the tense exchanges on the chat, as I felt significant pressure and a sense of betrayal from the casino. The withdrawal delays were extremely long, which contributed to this pressure. Laurent assured me that there is no problem, that the casino will make the payment, and that the situation will be resolved.

I remain with you, Katarina, until this situation is resolved.

Best regards,

N*****

Hello Nacerodeltoro22,

thank you for your messages and patience.

I would like to emphasize that cases such as this require time to resolve. I understand this may be frustrating; however, I suggest remaining patient and reasonable. I will do my best to assist in resolving this matter.

Dear Gransino casino,

thank you for your email. I have followed up with the response.

Looking forward to your reply,

Katarina

Hello Katarina,

Thank you for your reply and for your involvement in my case. I fully understand that situations like this may take time, and I assure you of my patience. I trust your support and assistance in helping to resolve this matter in the best possible way.

I look forward to your next update. Best regards, Nacero

Dear Katarina,

Thank you for your message and for the attention you are giving to my case.

However, I would like to share my concern: it seems to me that Gransino is taking an excessively long time to handle my request. My account had already been verified, and I had received an initial payment of €500, which clearly shows that everything was in order. Gransino knows very well that these are legitimate winnings, obtained without any bonus, and that I have fully respected all the conditions. I also made this clear during our phone conversation.

Today, I simply wish to receive my winnings, obtained legitimately. I have been patient so far, but I must admit that this prolonged waiting period is becoming psychologically difficult. It is uncomfortable, and I believe I have been patient enough. I also fear that Gransino may be looking for yet another excuse to delay the payment of my winnings.

I trust in your understanding and diligence to ensure that this situation is resolved promptly.

Please accept, Katarina, the expression of my respectful regards.

Nacero

Hello Katarina,

I have noticed that the deadline for responding to my complaint has now passed. The lack of any reaction from Gransino Casino is very concerning, especially given that the withheld amount is €70,000.

I therefore ask Gransino to handle this matter with the seriousness and urgency it deserves.

Kind regards, Nacero

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 Katarina,

I believe Gransino does not realize the seriousness of this situation or the psychological impact it can have on a player. When I spoke with them on the phone, I was told that 70,000€ is nothing, that they have players with more than one million euros in their accounts, and that they do pay. But this is not the point: it is unacceptable for a casino not to honor the legitimate winnings of its players.

My account has been verified, I have respected all the rules, and yet my winnings remain unpaid. How can a casino allow itself to withhold such an amount? And how can it continue to operate, funded by players, while working with trusted providers such as Evolution Gaming or Pragmatic Play, if it does not respect its own commitments?

I am prepared to recontact the Ministerio de Economía, Industria y Comercio (MEIC) in Costa Rica, which registers companies operating from this country. I will do everything to recover my money, Katarina, because this situation is unacceptable.

I also receive many messages asking me whether the casino has paid me. Should I understand that this is a fraudulent casino? And if so, why has it not already been blacklisted?

I sincerely hope that Gransino will quickly realize the seriousness of this matter, and that you will take a very firm stance in your evaluation.

I trust Casino Guru.

Kind regards, Nacero

Hello Katarina,

Is Gransino taking advantage of the lack of strict regulations to avoid paying my winnings of €70,000 and to ignore Casino Guru? This is the kind of casino that keeps big winnings and doesn’t pay its players, and I’m starting to wonder if that’s what’s happening here. What exactly do they want? Why this silence when everything is in order on my side? Doesn’t Gransino realize the psychological impact that this behavior can have on its players?

Dear Nacerodeltoro22,

We acknowledge your frustration and assure you that it is not our intention to keep you waiting. However, in order to ensure compliance with all necessary protocols, we are also awaiting an update from the appropriate team.

We will make every effort to assist you in your current situation and will provide you with an update at the earliest opportunity.

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

Kind regards,

Gransino team.

Dear Gransino Team,

There is no further verification to be carried out. My winnings are entirely legitimate and have already been partially confirmed by your previous payment of €500.

I have fully respected all your conditions and provided every required document correctly and in full compliance with your procedures. You also have full access to my complete gaming history on your side.

In addition, I have kept all evidence of my gameplay, including screenshots and video recordings of my sessions. You are fully aware that my winnings are legitimate and that no bonus was used.

At this stage, what everyone — including myself — is waiting to know is simple: are you going to proceed with the payment or not? I have received many messages asking whether I have been paid. It is quite surprising, considering that my account has been verified, that I have played in full accordance with your terms, and that I have won legitimately.

I ask you with respect to proceed with the payment of my legitimate winnings. Making me wait any longer is unnecessary and unjustified.

There is nothing left to verify. The only remaining question is whether you will now process the payment of my legitimate winnings (€70,000).

Best regards,

Nacerodeltoro22

Dear Gransino casino,

thank you for your message.

Dear Nacerodeltoro22,

thank you for your messages and email..

I have responded to your email.

Looking forward to your reply,

Katarina

Hello Katarina,

I would like to inform you that my account has been unblocked.

I am currently making withdrawals of €800 per day, which is the limit allowed for my VIP Level 3.

I would like to thank Casino Gransino for having resolved the situation and allowing me to make my withdrawals. I hope they will continue to respect my account and will not block it again in the future. It truly feels good to see that this casino pays players their winnings.

I also hope that in case of future winnings, everything will go smoothly and I won’t experience any more issues.

Thank you very much, Katarina, for taking care of this case, and my sincere thanks to the entire Casino Guru team for their professional and dedicated work.

For now, everything is going well. I just hope the casino will keep acting fairly and within their stated conditions. The card used is indeed mine, and I have already received my first €800 withdrawal today. I will continue to make daily withdrawals within the allowed limits.

If there is any problem, if they try to block my account again, or if they unreasonably delay my withdrawals, I will immediately contact Casino Guru to report the situation.

Best regards,

Nacerodeltoro22

Dear Nacerodeltoro22,

thank you for your message and your emails.

We are pleased to see that you have begun receiving your winnings. Should you cease to receive funds or encounter any further issues, please do not hesitate to request a reopening of your complaint.

As per now, we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru

We’ve reopened this complaint at the request of Nacerodeltoro22. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Gransino Casino,

we were informed you stopped processing withdrawals for Nacerodeltoro22.

Could you please explain your reasoning?

Looking forward to your reply,

Katarina

Dear Nacerodeltoro22,

We hope you find this message in good health!

Following a review of your account in relation to your concerns, we would want to clarify that all of your withdrawal request attempted between October 11, 2025, till October 15, 2025, were successfully processed from our side. Later, all the withdrawals attempted between October 18, 2025 till October 20, 2025, were cancelled from your end and the amount was utilized correctly.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with 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 Gransino Team,

I am writing to express my strong disagreement with your recent response and to remind you of several important facts.

First of all, it is important to note that Gransino does not hold a valid gaming license, which already raises serious concerns about the legitimacy and transparency of your operations.

Furthermore, while my first withdrawals were successfully processed, my account was later suddenly blocked and then unblocked without any prior notice or email notification, which is a serious irregularity.

I have clear evidence proving that my account was indeed blocked. According to your own terms and conditions, once an account is blocked, it cannot be unblocked. Yet you did so, without explanation or justification.

Additionally, your withdrawal policy clearly states that withdrawals must be processed within three (3) business days, while mine remained pending for more than ten (10) days. This unreasonable delay forced me to replay part of my winnings. If you had respected your own conditions, I would have never replayed.

Therefore, I am formally requesting that the full amount of my winnings be paid to me, which is €70,000.01, in accordance with my rights and your own stated terms.

If this issue is not resolved promptly, I will have no choice but to submit the entire case (including screenshots, emails, and evidence) to the appropriate gaming authorities and player protection organizations.

I look forward to your prompt response and to receiving the full payment owed.

Best regards,

Nacerodeltoro

Dear Gransino Team,

My account was unblocked with a balance of €70,000, even though according to your own terms, once an account is blocked, it cannot be unblocked and the full balance must be paid to the player.

Instead of proceeding with the payment of €70,000, Gransino chose to unblock my account without notifying me by email. I received no message informing me that my account had been unblocked.

According to your own conditions, a permanently blocked account must have its full balance paid, which in this case is €70,000, and this has not been respected.

Best regards,

Nacerodeltoro

I am following up on my previous message regarding the withdrawal of my €70,000 winnings.

I would like to draw your attention to the fact that, because of Gransino, my account was blocked and unblocked irregularly, without any notification.

Normally, when an account is permanently blocked, it should not be unblocked and the casino must honor the full amount of funds remaining in the account. If your rules had been respected, I would not be in the dramatic situation I am facing today.

This situation has had serious consequences on my personal and psychological well-being: I am unable to go to work, I barely eat, and I am struggling with severe depression.

I am once again asking you to take responsibility and immediately process the full withdrawal of my legitimate winnings, in order to repair, as much as possible, the serious consequences of your failures.

I also want this situation to be made publicly known so that other players are aware of Gransino’s practices.

Thank you for your prompt and serious response.

Sincerely,

Nacerodeltoro

Your actions constitute a breach and direct violation of your obligations towards me as a player.

The failure to respect your conditions and contractual commitments has created an unacceptable situation and has had serious consequences on my personal and psychological well-being.

I urge you to take responsibility and immediately remedy this violation, in accordance with your legal and contractual obligations.

Sincerely,

Nacerodeltoro

I am attaching screenshots that prove my account was permanently closed, with no possibility of reopening, as confirmed to me via chat and in accordance with your terms.

This should have triggered the immediate payment of all my winnings. Please proceed with the payment without delay.

Best regards,

Nacerodeltoro

Dear Gransino Casino,

thank you for your message and update.

Dear Nacerodeltoro22,

thank you for your messages.

• I believe your account was open for you to request your funds from the casino, is that correct?  
• Could you please specify what is your current account balance?  

Looking forward to your response, 

 Katarina

I would like to clarify several important points:

The casino never informed me that my account had been reopened.

My account level was lowered to the minimum without any justification.

The casino stopped paying me and significantly exceeded the expected deadlines, without ever respecting its own withdrawal conditions.

These repeated issues ultimately led me to replay everything, as I believed my requests were not being handled properly.

I would like to remind you that I requested the full payment of my winnings, not the reopening of my account.

Hello Katarina,

Following the **casino’s failure to respect the withdrawal conditions**, despite my multiple follow-up emails, I was placed in a situation of frustration and complete misunderstanding. This situation led me to lose **€60,000**, a loss directly caused by the casino not processing my withdrawals as required.

Before this, I had requested to be paid the **full amount of my winnings**, especially since my account had been **blocked**, and I was clearly told that it was **not possible** to reopen it. However, after I filed a complaint on **Casino Guru**, the casino decided to reopen my account **without even informing me**, which is a serious breach of transparency and player protection.

Given these facts, I believe the casino must **fully take responsibility** for the situation. I am therefore requesting a **full reimbursement** of the **€60,000 lost**, as these losses were a direct consequence of the withdrawal mishandling and the improper management of my account.

I remain available to provide any necessary evidence, including emails, screenshots, history, and all relevant details.

Thank you for getting back to me promptly regarding this matter.

Kind regards, 

Nacerodeltoro

Dear Nacerodeltoro22,

thank you for your messages and screenshots.

We understand your frustration and disappointment. However, we are having difficulty fully addressing your concerns at this time. We note that there has been no prior indication of issues with self-control or potential gambling addiction, which limits the scope of support we can provide. Furthermore, our records indicate that following the unblocking of your account, you expressed satisfaction with the arrangement and indicated your intention to manage your account with daily withdrawals. Given these factors, we are unable to attribute responsibility to the casino for the current situation.

While we acknowledge your losses are regrettable, particularly as they occurred after an initial withdrawal delay, the player is ultimately responsible for their account activity, balance, and wagers. Unfortunately, we cannot request a refund of lost winnings from the casino in this instance.

We are committed to assisting our users and encourage you to reach out in the future with any issues you may encounter with this or any other casino. We will do our best to provide support.

All the best,

Katarina