Granawin Casino - Игрок заявляет о задержке выплат.

I was sent a 10 spin no deposit bonus on 10/31/25 by the promo department at Granawin via email. I activated this bonus and won .32. I then went on to wager this bonus through completely and requested a withdrawal.

It is important to note that I have deposited here before without issue, they have sent me bonus offers regularly and I have inquired about their KYC and withdrawal procedures prior to making my deposits and at no time did they tell me I would need to verify my account or do anything other than request my withdrawal in order to obtain my funds.

When I requested my withdrawal, I got a notification that it was successfully processed. I then went about my business. A few hours later when I had not received my finds I inquired with the live chat about the status of my payout. I was told to wait. hours later I received the attached email telling me my withdrawal was cancelled and asked to provide my ID. I promptly provided my ID on the verification part of the site. At the time of the complaint it still sits in pending status.

I again have gone to the chat to inquire the reason for the delayed payment. I use crypto and have provided the address. It took me numerous attempts to find out the max cash out on my bonus which happens to be less than my reqiested withdrawal. I asked to make an adjustment so that it does not cause additional delays and I was denied.

I have asked for contact information for someone in the finance or verification departments so that I may inquire directly as to what the issue is and have been denied and told to wait.

In my experience the actions of this casino site are only done in an effort to deny or delay a payout. I find it pathetic and would like to get the complaints process started so that I may receive the funds I fairly won without further delay.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear hotmess32,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I understand your need to be neutral however I respectfully disagree that a crypto casino should take weeks to process a withdrawal. Their policy is 3 days max. Ive been told that the ID documents have been reviewed and approved and that they will not move them from pending status until my withdrawal review. They intentionally rejected my request knowing the clock for withdrawal would restart. Why should they be able to delay processing? They have no problem taking my deposits. They shouldbhave no problem paying out my winnings.

Now they have cancelled my withdrawal a 2nd time stated I selected the US when I registered and it is a restricted country. But that is not the case I selected Canada. They have taken the money I won and reduced it to my deposit amount. Now will you please intervene? They just stole $100 from me and it would have been more had I not won because they would have continued to accept my deposits. Its not right.

Is someone going to respond to my most recent post? They said their decision to steal my money is final. Why do I have to wait two weeks for something to be done?

Dear Attila and Player,

Thank you for your message. We are currently reviewing all the details of this case and will do our best to resolve the situation as soon as possible.

We truly appreciate your patience and understanding.

Kind regards,

Granawin Casino Team

Dear Attila,

Thank you for your patience. We’ve just sent you an official email (to attila@@casino.guru) with all the necessary details regarding the complaint.

We would appreciate your feedback once you review it.

Have a great day!

Granawin Casino Team

So how much longer am I to wait for my funds? Its been 2 weeks.

Dear hotmess32,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have only received $15 of the $119. How much longer is this expected to take. Its been two weeks.

Dear Granawin Casino, unfortunately, I have not received your email. You can reach me at [email protected], or attach screenshots here.

Thank you in advance for your cooperation.

Dear Attila,

We’ve just resent you an official email (to[email protected]) with all the necessary details regarding the complaint.

We would appreciate your feedback once you review it.

Have a great day!

Granawin Casino Team

Dear Granawin Casino, I can confirm that I have received your email, thank you for the provided information.

Dear hotmess32, could you please advise whether you are able to provide an official document, confirming that your country of residence is Canada? Additionally, could you please confirm whether you have filled out all of the information during the registration process truthfully?

Thank you in advance for your cooperation.

Of course I can. And to my knowledge I did, however I sometimes change my street address as prefer to be anonymous on the site. I also have a chat conversation saying my kyc was approved but the status would not change until my withdrawal had been processed. Im extremely frustrated with the length of time this is taking. Please promptly let me know what I need to do to get this settled as quickly as possible. Is there no consideration for the fact that had I not won, the casino would have continued to take my money regardless of my location? They took my deposits and would have continued to take my money without a question of my location. But now that it is their turn to pay out I have to go through all this. Its wrong.

Dear hotmess32, thank you for your response.

After reviewing the evidence the casino provided, I need to clarify an important point. The address in the casino profile cannot be changed after registration, and according to the screenshot they sent us, the street address you originally entered belongs to New York, while the country selected was Canada. This combination does not form a valid residential address.

In addition, the casino does not offer the United States as an available country during registration. This means that the USA is considered a restricted country for this operator, and players from there are not allowed to open accounts or play. As the information used during registration is inconsistent and the real country of residence appears to be a restricted one, the casino considers the account information invalid.

Unfortunately, in such situations we cannot challenge their decision or assist further with the complaint.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Attila G.