Gransino Casino - Der Zugriff des Spielers auf das Konto ist gesperrt.

Good afternoon, since 12 noon Spanish time, I've been unable to access the casino website, and I'm getting a very strange error... I have two withdrawal requests of 800 euros each, plus 1,500 euros in my gaming account. Please help me get my money back; I'm desperate!

Buenas tardes, desde las 12 del mediodía hora española no se puede entrar en la web del casino, dando un error muy extraño... Tengo dos retiros solicitados de 800 euros cada uno más 1500 en la cuenta de juego. Les ruego que me ayuden a que paguen mi dinero por favor, me encuentro desesperado!

Dear oscaralvarezya,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I tried to access the website using a Spanish VPN, and I haven't come across this issue. Judging by the screenshots you attached to your complaint, there is a chance that the casino's website has been blocked by the internet provider or by the government.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if the issue persists?
• Have you tried accessing the website using another device or internet provider?
• Have you made any successful withdrawals before?

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,

Kristina

Hi Kristina, it seems to be working again now.

If I have been able to withdraw funds previously...

For now we are going to cancel the complaint, if I don't get the withdrawals I will re-upload it.

Thank you very much for your quick response.

Buenas Kristina, parece que ahora si que funciona de nuevo.

Si he que podido retirar fondos anteriormente...

De momento vamos a cancelar la queja, si no llegan a ingresarme los retiros la vuelvo a subir

Muchísimas gracias por su rápida respuesta

Thank you for your reply, oscaralvarezya. I am happy to hear that you can access the website again. I will keep this complaint open until you confirm your withdrawal has been successful, as it is more efficient than closing and reopening or submitting new complaints. Please keep me informed about any further developments.

Good morning, I made three deposits, one for 900 euros and two for 250 euros, and the money never arrived in my account, but it was deducted from the bank! Please help me with this.

Buenos dias, hice 3 depósitos, uno de 900 euros, y dos de 250 euros y el dinero nunca ha llegado a la cuenta de usuario pero si me lo han descontado del banco!!! Por favor les pido que me ayuden con esto

They've suddenly closed my account and kept the money!!! I'm desperate because I don't know what to do, whether to go to the police or a good lawyer.

Han cerrado mi cuenta de repente y se han quedado con el dinero!!! Me encuentro desesperado porque no se que hacer si ir a la policia o a un buen abogado

Checking my bank and the deposits I made, they have kept 3000 euros that never arrived in the gaming account!!! Their payment gateway has kept my money!!! I have never had such a bad time playing at an online casino!!! Also, when I won a jackpot of 12,000 euros, they would not let me withdraw it because they upgraded me to VIP level 1 and I asked them at that time to close my account due to gambling problems, and they told me that if they did that I would lose all my money!!! I will go to the authorities to report this ILLEGAL casino!

Revisando mi banco y los depósitos que he realizado se han quedado con 3000 euros que nunca llegaron a la cuenta de juego!!! Su pasarela de pagos se ha quedado con mi dinero!!! Jamás lo he pasado tan mal jugando a un casino online!!! Tambien tengo que cuando gane un premio mayor de 12.000 euros no me dejaban retirarlo ya que me pasaron al nivel vip 1 y yo les pedí en ese momento que entonces me cerrarán la cuenta por problemas al juego, y me dijeron que si hacían eso perdía todo mi dinero!!! Iré a las autoridades a denunciar este casino ILEGAL!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear oscaralvarezya,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina