Gransino Casino - Povlačenje igrača je odloženo zbog zahteva za dodatnim dokumentima.

Hello dear Casino Guru Team,

On March 22, 2025, I deposited €250 for a (200% up to €500) 1st Casino Welcome Bonus.

Real money and bonuses are separate at this casino. After I lost my real money, I activated the €500 casino bonus.

After meeting all the wagering requirements, I was able to request a withdrawal of €4,237, which I would like to withdraw. I have currently requested three €500 withdrawals on March 23, 2025.

When the casino requested verification, I uploaded all the necessary documents via the Gransino Casino verification page.

All documents have been verified. Now the casino is requesting an additional document from my Mifinity account. The Gransino Casino verification page now displays the following:

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Please provide Transactions History showing the top-ups made to your Mifinity Account on March 21, 2025, showing all transactions made from this account for March.

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Since I have already uploaded an account statement from Mifinity to Gransino Casino from October 5, 2024, to April 10, 2025, via their verification page, I don't understand why the casino is requesting another account statement from my Mifinity account.

Since I can't make any progress at this point, I've decided to file a complaint and hope you can help me resolve this matter.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 22.3.2025 habe ich 250€ für einen (200% bis zu 500€) 1. Casino Wilkommens Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Nachdem ich mein Echtgeld verspielt hatte, habe ich den 500€ Casino Bonus aktiviert.

Nachdem ich alle Umsatzbedingungen erfüllt hatte, konnte ich 4237€ zur Auszahlung beantragen, die ich gerne auszahlen möchte. Aktuell habe ich 3x 500€ zur Auszahlung am 23.3.2025 beantragt.

Als das Casino die Verifizierung angefordert hat, habe ich alle nötigen Dokumente über die Verifizierungsseite beim Gransino-Casino hochgeladen.

Alle Dokumente wurden verifiziert. Nun verlangt das Casino ein zusätzliches Dokument von meinem Mifinity Account. Auf der Verifizierungsseite vom Gransino-Casino steht nun folgendes:

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Please provide Transactions History showing the top-ups made to your Mifinity Account on 21.03.2025, showing all transactions made from this account for March.

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Da ich dem Gransino Casino bereits einen Account Statement von Mifinity vom 5.10.2024 bis 10.4.2025 über ihre Verifizierungsseite hochgeladen habe, verstehe ich nicht, weshalb das Casino erneut ein Account Statement von meinem Mifinity Account anfordert.

Da ich an dieser Stelle nicht mehr weiterkomme, habe ich mich entschlossen, eine Beschwerde zu schreiben und hoffe, sie können mir bei der Klärung dieses Falls behilflich sein.

liebe Grüße,

Michael

Hello Popy71,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gransino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the casino may request the same documents multiple times and you will have to provide them in order to finish the verification process.

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello dear Nick,

Here are the answers to the questions:

Could you please tell us exactly when the verification process started?

For about 10 days

Which documents have already been approved and which have not?

All documents have been approved, except the Mifinity account has not yet been approved.

When was the last time you spoke to the casino and what was it about?

I emailed the casino asking why they did not accept my Mifinity account statement and why they were requesting Mifinity verification again.

I didn't receive an answer to this question. They just told me to upload the requested documents on the verification page.

Best regards,

Michael

Hallo lieber Nick,

hier die Antworten zu den Fragen:

Können Sie uns bitte mitteilen, seit wann genau der Verifizierungsprozess läuft?

Seit etwa 10 Tagen

Welche Dokumente wurden bereits genehmigt und welche nicht?

Es wurden alle Dokumente genehmigt, außer der Mifinity Account wurde noch nicht genehmigt.

Wann haben Sie das letzte Mal mit dem Casino gesprochen und worum ging es?

Ich habe das Casino per Mail gefragt, weshalb sie mein Mifinity Account Statement nicht akzeptieren und warum sie die Mifinity Verifizierung erneut anfordern.

Auf diese Frage habe ich keine Antwort erhalten. Mir wurde nur geschrieben, das ich die angeforderten Dokumente auf der Verifizierungsseite hochladen soll.

liebe Grüße,

Michael

Thank you Popy71 for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Popy71,

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

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.

Dear Popy71,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi

Hello, all.

We have reopened this case at the casino's request.

Dear Gransino Casino,

Could you provide us with an update, please?

Thank you.

Respectfully,

Romi

Hello all,

First and foremost, Popy71 & Romi. Thank you so much for your patience, understanding and co-operation . We really appreciate it.

On reviewing Popy71's account we can see that the account was verified on May 28th and all the withdrawal request attempted from May 30th till June 7th, 2025. Were processed and paid from our side within three working days.

Currently, there is only one pending withdrawal request attempted on June 9th, 2025. We will continue to process all the withdrawal request as soon as possible.

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

Best regards,

Gransino team.

Hello, all.

Thank you, Gransino Casino, for the update.

Dear Popy71,

Could you update us, please, whenever you receive all the withdrawals and state if the disputed amount is correct for those?

Thank you.

Best regards,

Romi

Hello Popy71,

We are pleased to inform you that your most recent withdrawal request has been successfully processed, and the funds were dispatched from our end on June 12th, 2025. At this moment, there is no remaining balance in your Gransino account.

Please be advised that 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 policies of your bank.

Our team extends their best wishes for your future endeavors.

Kind regards, 

Gransino team.

Hello,

I can confirm that the casino has transferred all payments.

So the case can be closed.

Many thanks to everyone who contributed to solving this case.

Michael

Hallo,

ich kann bestätigen, dass das Casino alle Zahlungen überwiesen hat.

Der Fall kann also geschlossen werden.

Vielen Dank an alle, die zur Lösung dieses Falls beigetragen haben.

Michael

Thank you, Popy71, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

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

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru