Granawin Casino - Igrač se suočava sa ponovljenim zahtevima za identifikaciju za povlačenje sredstava.

hey there, so granawin is asking me multiple id's multiple proof of addresses, for no reason. My account was alreayd verified, but once i made the withdrawal they kept asking over and over. To the point of even asking for id's that a normal person isn't required to have. Please help me out. They seem to be doing this on purpose just to delay or not to pay my funds.

Thank you

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino regarding the additional verification requirements so we may review the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

yes i have provided, over 2 proofs of addresses and 2 identification documents. also 2 selfies with the code that they asked for. Now they keep asking for more for no reason what so ever, it is getting ridiculous. and yes all were on the right format as they required. Please help me out

do you think it's normal? quality selfies taken by a photographer's camera. they won't accept it for anything, I've taken over 50 selfies

acham normal? selfies com qualidade tiradas por camera de fotografo. nao querem aceitar nem por nada, tirei mais de 50 selfies

apparently they decided to "confiscate my winnings" for no reason, even though I was being cooperative and tried to verify the account, uploaded over 50 selfies where you can clearly see my ID details. Yet they did it. They are clearly scammers.

aparentemente decidiram "confiscar os meus ganhos" sem razao alguma, apesar de eu estar a ser cooperativo e tentar verificar a conta, dei a upload a mais de 50 selfies onde claramente se ve BEM os detalhes do meu documento de identificação. Contudo fizeram isso. claramente sao burloes, e scammers.

I am sorry to hear about the recent developments regarding the issue.

• Could you please share a recent selfie or similar document that the casino asked you to provide during the verification process?

Send the information to my email a tomas@casino.guru

• Have you accumulated your winnings with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Thanks in advance for your reply.

I never used any bonus. I played a bit of everything

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear luizhenrique2590,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Granawin Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 luizhenrique2590, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

ok. Please help me get my money back. this is so unfair from this guys, they just made something up not to pay me.

Dear luizhenrique2590, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Dear luizhenrique2590,

can you please send me the picture of your ID as well as the rest of the documents you have sent to the casino to my email address? martina.b@casino.guru

Thank you in advance

hey there, i have sent the email with some of the documents i sent to them. Please help me recovering my money as soon as possible. this website just scammed me.

Dear luizhenrique2590,

Thank you for the email, I have respond and kindly asked for more documents. So if you could check it out

Thank you

hey there! i already sent you an email. I have sent them all they needed multiple times, they just made up an excuse and rejected and blocked my account with all my money inside.

Dear luizhenrique2590,

Unfortunately, we are forced to reject your case.

As you breached clause and provided, as we believe, forged documents to the casino, we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina