Complaint #4 Gransino Casino

Delayed payment and verification issues

By Alex B.

5 years ago

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

Disputed Casino Gransino Casino

Reason Verification issues

Amount €6500

Discussion

AskGamblers

• Support Team

5 years ago

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.

hb81010

• Rheinland-Pfalz

5 years ago

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

Gransino Casino

• Representative

5 years ago

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

Gransino Casino Complaint Stats

Resolved 20 / 23

Avg. Amount $2,890

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Gransino Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 20 out of 22 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Gransino Casino Complaints

See all complaints for this casino

Withdrawal issue and delay of 5 months

On 20th of March 2026, I noticed that this particular casino has closed my account without any further notice or explanation.

I contacted support to ask for a withdrawal of my remaining balance, as Livechat told me, but after numerous verification processes, I'm just receiving the same automated responses.

I demand that the casino complete my remaining balance that was on my account.

Unresolved

€330

Withdrawal requests delayed despite multiple contacts

Dear AskGamblers Team,

I would like to file a complaint regarding Gransino Casino for the prolonged delay in processing my withdrawals.

I submitted two separate withdrawal requests:

* 5 July 2026 – 200,000 HUF

* 6 July 2026 – 200,000 HUF

Both withdrawals are still marked as “Under Review”.

This is my first withdrawal from the casino. My account clearly states that no verification is required, and at no point have I been asked to provide any additional KYC documents or information.

Since submitting my withdrawal requests, I have contacted Gransino support several times via email and live chat. Despite my repeated requests for clarification, I have only received generic responses stating that the Finance Department is processing my withdrawals, that they are working to expedite the process, and that I should remain patient.

Unfortunately, none of my questions have been answered. I have not been given:

* a specific reason for the delay,

* an estimated completion date,

* or any indication that further action is required from my side.

I have made every reasonable effort to resolve this matter directly with the casino before submitting this complaint.

I am not claiming that the casino has refused to pay me. My complaint is that my withdrawals have been significantly delayed without a clear explanation, despite repeated contact with customer support and a formal complaint.

I respectfully request AskGamblers’ assistance in obtaining either:

* the prompt processing of my withdrawals, or

* a clear and transparent explanation for the ongoing delay.

I can provide copies of my email correspondence, live chat conversations, and screenshots of my withdrawal status if required.

Thank you for your assistance.

Kind regards,

Resolved

Ft400,000

Multiple Delayed Withdrawals

I wish to raise a formal complaint regarding the repeated delays I have experienced when withdrawing my own funds from Gransino.

On 21 June 2026, I submitted a withdrawal request for £220. As of 1 July 2026, I have still not received my funds.

Unfortunately, this is the fourth occasion on which I have experienced excessive delays with withdrawals from Gransino. This demonstrates what appears to be a recurring pattern rather than an isolated incident. These repeated delays have caused considerable inconvenience, unnecessary stress, and disruption.

I have complied with all account verification requirements and have provided any documentation requested. Despite this, my withdrawal remains outstanding without a satisfactory explanation.

I understand that operators licensed to offer gambling services are expected to process customer withdrawals fairly, transparently and without unnecessary delay. Where withdrawal timeframes are advertised or communicated to customers, I reasonably expect those commitments to be honoured or, at the very least, for any delays to be clearly explained.

I am concerned that the repeated failure to process withdrawals within the expected timeframe may not be consistent with the standards expected of licensed gambling operators, including the requirement to treat customers fairly and communicate transparently. I also expect services supplied to consumers to be carried out with reasonable care and skill and within a reasonable time where no specific timeframe has been agreed.

Accordingly, I request that Gransino:

Immediately process my outstanding withdrawal of £220;
Provide a written explanation for the delay;
Explain why this issue has now occurred on four separate occasions;
Confirm what measures will be implemented to prevent this happening again.

Should this complaint not be resolved promptly, I reserve the right to escalate the matter further through the appropriate Alternative Dispute Resolution (ADR) service used by Gransino and, where appropriate, report my concerns to the relevant gambling regulator regarding the handling of customer withdrawals.

I hope this matter can be resolved quickly and professionally without the need for further escalation.

Yours faithfully,
Taylor

Resolved

£220

Hidden max cash out limit winnings reduced after bonus completion

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.

Unresolved

kr12,750

Payment delayed for 11 days

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.

Resolved

€280

Delayed withdrawal and support don't help

I made withdrawal for around 240 euros from gransino more then three days ago. On their website they say, that they process withdrawals in 3 days and nothing is happening, I tried to contact their support and probably just AI bot answering the same think over and over again and its pretty frustrating because this site feels like a scam. Can you help me resolve this case ? Thanks a lot with best regards Christopher

Resolved

€240

Waiting on my withdrawals

Hello,
Since January 1, 2026, we have had pending withdrawals.
I regularly contact customer service, but no one can give me a date.

We had never had any problems with withdrawals before (maximum 3 days).

Since winning €50,000, the first three withdrawals of €1,500 each are still pending.
Thank you for your help.

Unresolved

€34,500

Two weeks Delayed Withdrawal

Dear askgamblers Support Team,

I am writing to express my frustration regarding my pending withdrawal of €1000, which I have been waiting for over two weeks now. Every time I contact support, I receive the same response — that the payment is “still being processed.”
Emails are not answered anymore.

I am fully verified, and I have successfully received withdrawals from the platform in the past without any issues. This long delay is very concerning and unacceptable.

Please provide me with a clear update on the status of my withdrawal and an exact timeframe for when I can expect the funds.

Thank you for your prompt attention to this matter.

Resolved

€1,000

Gransino withdrawals delayed

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

Resolved

$1,500

Gransino account

Hello,

I am facing a serious issue with Gransino Casino.

My player account currently holds €70,000, but it has been blocked during a review without any clear explanation.

I have submitted all the requested KYC documents, as well as the latest Google Play transaction document in order for the payment to be processed. In addition, I provided screenshots and videos of my gaming sessions, and all these documents have also been forwarded to my lawyers should legal intervention become necessary.

Despite this, some of my emails remain unanswered, and my account is still blocked.

I kindly request AskGamblers’ intervention to investigate this matter and assist me in recovering my funds. Any additional documents can be provided upon request.

Thank you for your assistance.

Best regards,

Resolved