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Dear Sir/Madam,

I am writing to request your assistance regarding an issue I am experiencing with an online casino, grandsino.com.

I submitted a withdrawal request of €500, which has now been pending for 2 weeks. According to their stated policy, withdrawals should be approved within 72 hours, counted from the next working day. However, I have already waited well beyond that timeframe.

Since the delay began, I have contacted customer support daily. Initially, I was told to be patient as my request was being processed and prioritized by the finance department. After a few days, they informed me that due to a high volume of withdrawal requests, approvals were delayed.

Two days ago, I sent a formal complaint via email asking for a clear explanation and a specific timeline for when I would receive my funds. They replied to my complaint email stating that my withdrawal is currently being processed. However, since then nothing has changed and the withdrawal is still pending

In my most recent live chat, the conversation was closed by their support team before I had the opportunity to respond, which has raised serious concerns for me about the legitimacy of the situation.

At this point, I am worried that I may not receive my money. If there are any steps you can take or advice you can provide to help me recover my funds, I would be extremely grateful.

Thank you in advance for your time and support.

Kind regards,

[Redacted]

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Stay safe.

Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated 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,

Attila

Hello Attila, yes, I made a withdrawal and received €500 on March 8. They did not request any verification, and I did not use any bonus that could justify holding my withdrawal.

Dear Player, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila

Hello Attila,

My first withdrawal request was made on March 3rd too and was approved on March 8th. I received the money within one hour in my account. I used a bank transfer for the first withdrawal and also for the second one, which is still pending, so it’s the same method. My current withdrawal request has been pending since March 3rd. I added some screenshot of my approved and pending requests. Customer service keeps promising that my request will be prioritized and that they are following the process, but that was already a week ago and nothing has happened.

I accidentally cancel my request...so I can do this nightmare one more time...

Dear Player,

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, Hadi (hadi.a@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,

Attila

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

Dear Robert1158,

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,

Hadi