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Gransino Casino - Delayed payment and verification issues

RESOLVED
Complaint Info
Disputed casino Gransino Casino
Reason Verification issues
Amount € 6500
hb81010 Rheinland-Pfalz
Posted on November 6, 2020

The casino delays my payouts extremely long, hoping that I will gamble my money away again.
Only a maximum of 3 payouts of 500 € each may be made at any one time. These are then processed with an extremely long delay. At the moment I still have a payout three active, which is simply not processed. Further payouts are planned, but cannot be executed due to the long delay tactics and the maximum number of 3 payouts at the same time.
The chat has assured me that the processing time is 3 days. In the following mails that I wrote to the support, it suddenly says that the processing takes 3 days and then follows an individual schedule.
Now all of a sudden, after 2500 € were paid out via Trustly, the casino suddenly demands documents from me. I have sent the requested documents, but nothing happens. Although I sent the Selfie picture with the ID in my hand and the website in the background, it is still being requested. Only standardized responses are received and I am denied my remaining €6,500.
I have never experienced anything like this and I am registered at many casinos. I have been waiting for my payout for several weeks. The chat can't answer my questions and simply asks again for the documents that probably won't be accepted for no reason anyway. This is a stalling tactic and not right

Posted on November 6, 2020

Dear Player,

First of all, we would like to thank you for the comprehensive feedback. We highly value your opinion and we will do our best to further improve our service.

We would like to address the issues you have mentioned and we hope this reply clarifies the matter. Please, note, that verification is processed in accordance with our Terms and Conditions, specifically:

5.1You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used for the period of up to 12 (twelve) months, including bank or credit/debit card statements etc.

We would like to thank you for your cooperation and the documents provided. As you have been informed via email today, your account has been successfully verified and at this point, we do not require any additional documents.

In addition to the above, we would like to kindly draw your attention to the following point in our Terms and Conditions:

6.13 Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.

We assure you that we are always striving to process the withdrawal requests as fast as possible, and all of your requests are processed in full accordance with our Terms and Conditions. Please contact our support team if you wish to receive the schedule for your current active withdrawal requests.

Should you have any questions or concerns, please do not hesitate to contact us at any time.

Sincerely,
Gransino

hb81010 Rheinland-Pfalz
Posted on November 10, 2020

Dear Gransino,

Yes then I hope that it stays that way and that after a certain number of withdrawals no documents are suddenly requested again.

I have received the payout of 19.10.2020 I hope that the others will follow.

Best Regards
HB81010

AskGamblers
Posted on November 14, 2020

Dear @hb81010,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Gransino Casino Complaints

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