Complaint regarding blocked winnings on Gransino

I deposited 500 NOK and received a 500 NOK deposit bonus.

While playing, I increased my balance to over 17,700 NOK. After completing the wagering requirements, my balance was suddenly reduced to 4,950 NOK.

The casino later explained that a maximum cashout limit of 1000% (10x bonus) was applied.

However, this rule was NOT clearly visible:

- it was not shown on the bonus screen

- it was not clearly stated in the Terms & Conditions

- I have screenshots proving this

The only visible condition was wagering x40.

This means a key restriction affecting my winnings was hidden or unclear.

I am requesting a review of this case and a fair resolution.

Hello.

I asked withdrawal on 19-02-2026.

The casino's time frame is 3 business days, which have already passed.

Every day, I get the same auto answers from live chat: they are sorry, that they face high traffic in withdrawals (that's the cause of the delay), and that I will have news as soon as possible.

I have been verified at this casino for months, so there is no verification issue. It's quite obvious that they delay the withdrawal cause they believe that I will cancel it. The answers from live chat are always the same, and they don't even bother to see what I write them. They can not give me a time frame, and they pass the responsibility to the financial department, which is working really hard. LOL.

I asked about Skrill withdrawal, and there is no verification or deposit issue as I already said. if u want, I can send you screeshot of the date I asked for withdrawal.

I didn't play bonus money or casino, just sports. Also, i didnt use any vpn. There is no verification issue or bonus play money. It was a crystal clear sports betting without a bonus. There is nothing to review in my account or betting history. The delay is on purpose. Casinos wait for Friday to come cause they dont work on weekends, so they earn two more days. Live chat is tragic. They auto answer everytime that they are sorry for my issue and that they completely understand that it is frustrating.

They can not give a time frame; they leave a special note at the financial department, and the payout will be processed as soon as possible. Every time they say exactly the same things, and they dont even read what I write to them.

Live chat is trained to say absolutely nothing and give no answer, in different ways.

Hello, and good evening.

I am reaching out regarding 2 delayed payments of withdrawal requests that were submitted on the 12th and 15th to Gransino Casino.

I have reached out via email to Gransino support with identity and verification documents on the 19th, even though they were not requested.

I have transaction statements for my bank account available upon request if needed.

Both withdrawal requests were for 750$ CAD. One was submitted on the 12th of Sept and the second on the 15th. Both were for the funds to be e-transferred.

My initial deposit was for $100 with a bonus on the 12th.

On the 29th,I requested a name correction for my account following the realization that my account name was under 'Bekkie' (my preferred name) instead of my legal name (Rebecca). I sent a selfie with my ID to '[email protected]'. A live chat agent named Eric advised that this is the process to have my account name changed. I have screenshots and screen recordings of this conversation.

I would simply like my 2 delayed withdrawals to be processed and credited to my account, and despite my frequent communication with support, there have been no returned emails and no changes to the 'Pending' status. Live chat agents are not able to provide a timeframe as to when my withdrawals will be sent to me.

Thank you for your attention to this matter. I hope to have this resolved so I may be able to continue to enjoy Gransino Casino's range of enjoyable games.

Documents and evidence of conversations are available upon request. Thank you

Dear AskGamblers team,

I’m writing to report an unresolved issue with Gransino Casino regarding three withdrawal requests that have not been processed in a timely manner.

On Thursday [07/08/25], I requested a withdrawal of 5000 nok

On Friday [08/08/25], I requested a second withdrawal of 5000 nok

On Sunday [10/08/25], I requested a third withdrawal of 5000 nok

Totaling €1500

My account is fully verified as much as the casino allows me to at least, and I have complied with all the casino’s withdrawal limits and terms.

Despite contacting the casino’s support team I have only received vague responses like "The payment will be processed soon" etc As of today ([13/08/25]), neither of the three withdrawals has been processed or paid.

Attached are some screenshots of the withdrawal request and proof that account is verified to the extent the site allows

Thank you for your time and support.

Best regards

I submitted two withdrawals at Gransino:

• 20.07.2025 – 02:15

• 21.07.2025 – 09:41

Today is the 6th business day, and I still haven’t received my funds. Support has told me several times that the withdrawals are “in the final stage” or “being prioritized,” but nothing happens.

No KYC requested. No valid reason was provided for this delay.

I kindly request assistance in resolving this issue, as I feel I am being stalled and ignored.

Thank you,

Dear AskGamblers Team,

I am once again reaching out regarding Gransino Casino. Unfortunately, the same issue I previously encountered has started again.

As of today, I have a total of €500 in withdrawal requests pending, and the status remains stuck at “pending verification”. It has been days without any update or progress. This is becoming a recurring issue and is causing serious concern.

I kindly ask for your assistance in urging Gransino to process my withdrawal requests promptly. I have complied with all their verification requirements, and there is no valid reason for these delays to persist.

Thank you in advance for your help and support.

Best regards,

Anthony