Granawin Casino - Аккаунт игрока заблокирован, а средства удержаны.

Hello,

I am opening this complaint against the Granawin casino because they are keeping my account limited/blocked and withholding my funds (which is a very important amount of money), after a misunderstanding with a document, even though I had already complied with everything required.

The demonstrable facts are as follows:

1. Previously APPROVED Documentation: As soon as the casino limited my account, I uploaded all the identity and source of funds documentation they requested. All of this documentation was reviewed and marked as APPROVED by the casino itself. I fully cooperated with the casino's KYC process by uploading the original documentation.

2. Subsequent Error and Notification: Later, there was a mix-up with the upload of a single document. Upon realizing the unintentional human error, I acted in good faith and immediately contacted Granawin support to inform them.

3. Written casino authorization: The support team responded to me by email confirming that there was no problem and expressly instructed me to upload another document to correct it.

4. Strict compliance: Following your instructions, I immediately uploaded the correct alternative document as proof of address, since you requested more than three documents.

Given that my account had already passed the approval filters and that the only error was immediately corrected with the approval of Granawin support, there is no legal or security reason for them to withhold my money. I have always been willing to comply with KYC and cooperate fully with the casino, and it is unfair that they are withholding my funds and not returning my money. Therefore, I request your assistance in having the casino reopen my account or, failing that, allow me to withdraw my funds immediately.

Attached to this complaint are the emails from the casino confirming there was no problem. Thank you very much.

Álvaro M*** C***

Hola,

Abro esta reclamación contra el casino Granawin porque mantienen mi cuenta limitada/bloqueada y retienen mis fondos (que es una cantidad de dinero muy importante), tras un malentendido con un documento, a pesar de que yo ya había cumplido con todo lo requerido.

Los hechos demostrables son los siguientes:

1 Documentación previamente APROBADA: En cuanto el casino limitó mi cuenta, procedí a subir absolutamente toda la documentación de identidad y origen de fondos que me solicitaron. Toda esta documentación fue revisada y marcada como APROBADA por el propio casino. Siempre colaboré en todo momento con el kyc del casino subiendo la documentación original

2 Error posterior y notificación: Posteriormente, hubo una confusión con la subida de un único documento. Al percatarme del error humano e involuntario, actué de total buena fe y me puse en contacto de inmediato con el soporte de Granawin para avisarles.

3 Autorización del casino por escrito: El equipo de soporte me respondió por correo electrónico confirmándome que no había ningún problema y me indicaron expresamente que subiera otro documento para corregirlo.

4 Cumplimiento estricto: Siguiendo sus propias instrucciones, subí el documento correcto alternativo enseguida como prueba de domicilio alternativa. Puesto que me solicitaron más de 3 documentos.

Teniendo en cuenta que mi cuenta ya había pasado los filtros de aprobación y que el único error fue subsanado al momento con el visto bueno del soporte de Granawin, no existe ningún motivo legal ni de seguridad para que retengan mi dinero. Siempre me he dispuesto a cumplir con el kyc a colaborar en todo momento con el casino y es injusto que retengan mis fondos y no me devuelvan mi dinero. Por ello Solicito su ayuda para que el casino reabra mi cuenta o, en su defecto, me permita retirar mis fondos de forma inmediata.

Adjunto a esta reclamación las pruebas de los correos donde el casino me confirmaba que no había problema. Muchas gracias.

Álvaro M*** C***

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Dear Alvarito,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify which documents you have provided?
• Do I understand correctly that you uploaded an incorrect document? Can you clarify how this happened?
• When did you lose access to your casino account, please?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina