Complaint #30 Gransino Casino

Gransino account

By Babaci N.

1 year ago

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,

Disputed Casino Gransino Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Gransino Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Nacerodeltoro

• France

1 year ago

Hello,

I would like to respond to Gransino’s latest reply, which is shameful, shocking, and simply scandalous.

The bank card used is mine. The name on my bank card is exactly the same as the one on my player account and on the identity document I already provided. All the documents I submitted confirm this match.

I can provide immediate proof. My card is still in my possession, and I am even willing to make a test payment to AskGamblers in order to demonstrate beyond any doubt that this card belongs to me.

Gransino’s response is contradictory. The casino validated my documents, confirmed that my account was verified, and even sent me a payment of 500 euros after the account was closed. How can they now claim that my deposits came from a non-compliant source? This makes no sense and contradicts their own actions.

We are in 2025. With all the banking security and KYC measures in place, it is inconceivable that an online casino can hide behind a simple “suspicion” to confiscate 70,000 euros of legitimate winnings.

I am asking AskGamblers to intervene urgently in this case. Gransino’s reply is not a valid justification but an attempt to avoid its obligations.

These 70,000 euros are funds won honestly, without any bonuses, on a verified and compliant account. It is important that the casino respects its commitments and processes the payment.

Sincerely,
Nacer

Gransino Casino

• Representative

1 year ago

Dear Nacero,

Thank you for reaching out to us.

After conducting a thorough review of your account, it has been determined that the account has been closed, and the winnings have been confiscated in accordance with the following articles of the Terms and Conditions:

3.2 Your account with the Website must be registered in your own, correct, name.

4.1 By opening an account on our Website and by using our Website you warrant that:

~ the credit/debit card or any other payment method that you use to top up your account balance belongs to you, is not stolen, and has not been lost by another person. Company reserves the right to close your account and void any winnings in case of a reasonable suspicion that you have violated this warranty.

9.1 The Website may only be used for personal entertainment purposes only.

The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

~ engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases were funds are recalled/disputed;

We truly appreciate your understanding and patience in this matter.

Best regards,
Gransino Team.

Nacerodeltoro

• France

1 year ago

Askgamblers

"Attached is an important document."

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.

COMPLAINT REFERRED BY AGCCS PARTNER Apostaconfiavel (249)

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 delayed withdrawal 15 000 nok

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

Resolved

kr15,000