Gransino Casino - Игрок считает, что вывод его средств задерживается.

I am filing a formal complaint against Gransino regarding a delayed withdrawal that remains stuck "Under Review" despite my account being fully KYC verified and the matter supposedly being escalated internally.

Key Details:

Casino Username: [email protected]

Withdrawal Amount & Method: ripple (xrp) £495

Date Requested: 22/05/2026 10pm GMT

Account Status: Fully KYC Verified (All identity and address documents approved)

The Issue:

I requested a withdrawal using Ripple (XRP), a cryptocurrency method that inherently processes within minutes once approved.

My account holds no active bonuses, and I have fully complied with all wagering requirements and terms of service.

Despite my account being 100% verified, Gransino has failed to process the payout within their standard timeframe.

During a live chat session, an agent named Valeria confirmed that my account was being flagged for review and that a formal notification log was submitted to the supervisor/finance tier ("management escalation").

It has now been delayed past that escalation window, and the transaction is still frozen as "Under Review."

Because standard customer support can no longer provide updates beyond automated scripts, I am turning to this public forum for mediation. I am attaching the full live chat log as evidence of the promised escalation.

I request that Gransino management immediately review my file and release my approved XRP funds to my wallet

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 Geo23hammer,

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

For clarity this, has just been paid, I feel they do push the limit to how long they can make you wait, potentially hoping you will cancel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Geo23hammer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla