Gransino Casino - Das Spielerkonto wurde geschlossen.

Hi, I won some slots and, after a few days, my casino account was blocked. As a result, I can no longer log in to withdraw my funds. My requested withdrawal was sent, but I still haven't received my remaining balance.

Salve, ho ottenuto alcune vincite alle slot e, dopo qualche giorno, il mio conto del casino è stato bloccato. Di conseguenza, non riesco più ad accedere per prelevare i fondi. Mi è stato inviato il prelievo richiesto però non ho ancora ricevuto il mio saldo residuo.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino 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?
• Have you passed account verification? Which documents were you asked to provide during the process?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you tried to resolve the issue? 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 very much in advance for your reply.

Best regards,

Tomas

Good morning, I would like to inform you that I mistakenly wrote 376 euros but the disputed amount is 876 euros.

I opened the account in January and it was blocked in February. Verification was never requested when the account was still open, but was requested later via email support.

After verifying my documents, I was sent a pending withdrawal request that I had requested while my account was still accessible, but I never received a response to my request to send my remaining balance.

My winnings are mostly from real money. I've attached my attempts to communicate with the casino.

Buongiorno, vorrei informarla che per errore ho scritto 376 euro ma l'importo contestato è di 876 euro.

Il conto l'ho aperto a gennaio ed è stato bloccato a febbraio, la verifica non mi è stata mai richiesta quando il conto era ancora aperto, ma è stata richiesta in seguito tramite supporto e-mail.

In seguito alla verifica dei documenti mi è stato inviato un prelievo in sospeso richiesto quando ancora l'account era accessibile, ma alla richiesta dell'invio del mio saldo residuo non ho ricevuto più risposta.

Le mie vincite derivano per lo più da saldo reale. Allego i tentativi di comunicazione con il casino.

Dear Sasaplay97,

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, Barbora (barbora.p@casino.guru). 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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Gransino Casino representative to join this conversation.

Dear Gransino Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 all,

We truly appreciate your patience.

Sasaplay97, we would like to inform you that we have contacted you via email. Please check it when possible.

Thank you for the cooperation.

Best regards,

Gransino Team

I resent the requested documents. The documents sent this afternoon are the same ones requested and sent in the screenshots attached and uploaded previously in this conversation.

Ho inviato nuovamente i documenti richiesti, i documenti inviati questo pomeriggio sono gli stessi richiesti e inviati negli screenshot allegati e caricati precedentemente in questa conversazione.

Dear Gransino Casino,

Thank you for the update.

Dear player, thank you for confirming that you have resent the requested documents.

Could the casino please confirm whether all required documents have now been received successfully and advise how long the review process is expected to take?

We will await your response.

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 Sasaplay97,

Thank you for the patience.

We can't seem to find your email with the requested documents. To help us locate it, could you please share the exact date and time you sent it, along with the email reference number if you have one?

Best regards,

Gransino Team

May 12, 2026, at 7:12 PM

12 maggio 2026 alle ore 19:12

Dear Gransino Casino,

The player has now provided a screenshot confirming that the requested documents were resent on May 12, 2026 at 7:12 PM.

Could you please recheck your inbox and confirm whether the documents have been received successfully? If not, please advise the player on the best way to resend them so the verification process can proceed smoothly.

Thank you.

Dear all,

Thank you for the patience.

It appears that there is the issue with the receiving emails. Our relevant team is working on it.

We are sorry for the inconvenience.

Best regards,

Gransino Team

Dear Gransino Casino,

Thank you for the update.

We understand your team is working on the email issue. Please keep us informed of any progress and let us know as soon as the issue is resolved so the player's verification can proceed without further delay.

We look forward to your update.

I can also upload documents to this chat if there are any problems via email, so as to speed up the complaint.

Posso anche caricare i documenti in questa chat se ci sono problemi via email, cosi da velocizzare il reclamo.

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.

I sent the requested documents again this morning

Ho inviato stamattina nuovamente i documenti richiesti

Dear Gransino Casino,

The player has confirmed that the requested documents were resent again. Could you please provide an update regarding the verification status and the player's remaining balance?

Please note that we are extending the timer for a final 7 days. If we do not receive a response within this timeframe, the complaint may be closed as unresolved, which could negatively affect the casino's rating.

We look forward to your reply.

Dear all,

We truly appreciate your patience.

Unfortunately we didn't receive any documents from the player.

Best regards,

Gransino Team

Should I upload them here in the chat? I sent them to the email address you gave me.

Procedo a caricarli qui in chat? Io li ho inviati all'email che mi avete dato

Dear player,

Since the casino is still experiencing issues receiving your emails, please send all the requested documents to barbora.p@casino.guru instead. I will review that everything has been received and forward the documents to the casino on your behalf.

Please include all documents the casino requested so we can avoid any further delays.

Thank you.

I have sent the requested documents to your email: barbora.p@casino.guru

Ho invitato i documenti richiesti alla vostra email : barbora.p@casino.guru

Dear Gransino Team,

I have forwarded the player's email, together with all the requested documents, to support@gransino.com and Complaints@gransino.com.

Please confirm once you have received the documents and proceed with the verification process.

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 all,

Thank you for the patience.

We would like to inform you that we received documents and the relevant team is working on it.

Best regards,

Gransino Team

Dear Gransino Team,

Thank you for the update and for confirming that you have now received the player's documents.

Please keep us updated on the progress of the verification and let us know once it has been completed or if any additional information is required from the player.

Thank you in advance for your cooperation.

Dear Sasaplay97,

Thank you for the patience.

We would like to inform you that the account was successfully verified. We have contacted you via email, please check it when possible.

Best regards,

Gransino Team

I have sent all the requested information

Ho mandato tutte le informazioni richieste

Dear Gransino Team,

The player has confirmed that they have provided all the requested information. Could you please let us know whether everything required has now been received and whether the review can be finalized? If any additional information is still needed, please specify exactly what is missing.

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 Sasaplay97,

Thank you for the patience.

We would like to inform you that we did not receive any requested data so we will be able to proceed with the payout.

Could you please clarify the exact date and time you sent us the requested data. Or if possible could you please send it one more time.

Best regards,

Gransino Team

can I write them in this chat?

posso scriverli in questa chat?

Dear Gransino Team,

The player has now provided the requested cryptocurrency payout details in the complaint thread. Could you please confirm whether everything is in order and whether the €876 payout has been initiated?

Thank you.

Dear all,

Thank you for the patience.

Please be informed that we have forwarded the request to the relevant team. Once the payout is completed you will be informed immediately.

Best regards,

Gransino Team

Dear Gransino Team,

Thanks for the update. Hopefully the payout can now be completed without any further issues.

Please let us know once the €876 has been sent, so we can follow up with the player.

Dear all,

We appreciate your patience.

We would like to inform you that the payout was successfully completed from our side on 15.08.2026.

Best regards,

Gransino Team

Dear player,

The casino has informed us that the €876 payout was successfully completed from their side on 15 August 2026. Could you please confirm whether you have received the funds?

Dear Sasaplay97,

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,
Barbora
Casino.Guru