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Complaint Against Grattiano — Delayed Payments and Repeated Changes to the Explanations

I am submitting a complaint regarding the situation I am facing with Grattiano Casino and the delay in the payment of my withdrawals.

Initially, when I requested my withdrawals, I was informed that the payment could not be processed because my gaming session had been sent for verification to the entity/software provider responsible for the game.

I accepted this procedure and waited for the analysis to be completed, as I understand that the casino may conduct additional verifications when it deems necessary.

In the meantime, the aforementioned review of my gaming session was completed. In other words, the issue that was initially presented to me as the reason for not making the payment had been resolved.

However, instead of processing the payment, new justifications and new demands began to surface to further delay the payment of my funds.

During this process, the casino also initiated a verification/KYC process, requesting various documents from me. I submitted the requested documentation, and my verification was subsequently reviewed and completed.

Even after this entire situation was verified, the problem persists.

Furthermore, the casino canceled my withdrawal requests that had already been submitted and informed me that I would have to submit new withdrawal requests, this time in amounts of 250 € per request.

This situation is extremely frustrating because, from the very beginning, every time a particular issue is resolved, a new excuse or requirement arises to prevent or delay payment.

The sequence of events, in summary, was as follows:

I requested the withdrawals;

I was initially told that they could not pay because my gaming session had been sent to the software provider for verification;

I waited for that verification to be completed;

The gaming session was eventually verified;

Subsequently, additional KYC documents were requested;

I submitted all the requested documents;

My verification was reviewed and completed;

Despite this, the withdrawals were not processed;

My withdrawal requests were subsequently canceled;

I was asked to submit new withdrawal requests, limited to €250 each.

What I find particularly concerning is that, whenever a justification initially provided no longer applies, another requirement is introduced to further delay payment.

I am not disputing the casino’s right to conduct KYC/AML verifications or gambling-related checks when they are legitimately necessary. The problem is that I have already cooperated with all requested verifications, and yet I still have not received the funds I requested for withdrawal.

I am asking Grattiano for a clear explanation regarding:

Why my previous withdrawal requests were canceled;

What is the specific reason for now limiting withdrawals to only €250;

What is the contractual basis for this limitation;

If there is any additional issue with my account, please state it clearly and in full;

What is the specific deadline for payment of the amounts due;

If the withdrawals have in fact been processed, please provide proof of the transaction.

I have evidence of the entire situation, including communications regarding the verification of the gaming session, the documents requested for KYC, the verification confirmation, and my withdrawal requests.

I hope this complaint will help secure an objective response and a definitive resolution, as I believe I have already met all the requirements presented to me and do not consider it acceptable for new reasons to be repeatedly given to delay payment.

Reclamação contra o Grattiano — Atraso no pagamento e sucessivas alterações das justificações

Venho apresentar uma reclamação relativamente à situação que estou a enfrentar com o casino Grattiano e ao atraso no pagamento dos meus levantamentos.

Inicialmente, quando solicitei os meus levantamentos, fui informado de que o pagamento não poderia ser efetuado porque a minha sessão de jogo tinha sido enviada para verificação junto da entidade/programadora responsável pelo jogo.

Aceitei o procedimento e aguardei pela conclusão dessa análise, uma vez que compreendo que o casino possa realizar verificações adicionais quando considera necessário.

Entretanto, a referida verificação da sessão de jogo foi concluída. Ou seja, a questão que inicialmente me foi apresentada como motivo para não efetuarem o pagamento ficou resolvida.

No entanto, em vez de procederem ao pagamento, começaram a surgir novas justificações e novas exigências para continuar a adiar o pagamento dos meus fundos.

Durante este processo, o casino também iniciou um processo de verificação/KYC, tendo-me solicitado vários documentos. Enviei a documentação solicitada e a minha verificação foi posteriormente analisada/concluída.

Mesmo depois de toda esta situação estar verificada, o problema mantém-se.

Além disso, o casino cancelou os meus pedidos de levantamento que já tinham sido efetuados e informou-me de que deveria voltar a realizar levantamentos, desta vez em valores de 250 € por pedido.

Esta situação é extremamente frustrante porque, desde o início, cada vez que uma determinada questão é resolvida, surge uma nova justificação ou exigência para impedir ou atrasar o pagamento.

A sequência dos acontecimentos, resumidamente, foi:

Solicitei os levantamentos;

Foi-me inicialmente indicado que não poderiam pagar porque a minha sessão de jogo tinha sido enviada para verificação pela programadora;

Aguardei pela conclusão dessa verificação;

A sessão de jogo acabou por ser verificada;

Posteriormente foram solicitados documentos adicionais para KYC;

Enviei todos os documentos solicitados;

A minha verificação foi analisada/concluída;

Apesar disso, os levantamentos não foram pagos;

Os meus pedidos de levantamento foram entretanto cancelados;

Foi-me pedido que efetuasse novos levantamentos, limitados a 250 € cada.

O que considero particularmente preocupante é que, quando uma justificação apresentada inicialmente deixa de existir, surge outra exigência para continuar a adiar o pagamento.

Não estou a contestar o direito do casino de efetuar verificações KYC/AML ou verificações de jogo quando estas são legitimamente necessárias. O problema é que já colaborei com todas as verificações solicitadas e, ainda assim, continuo sem receber os valores que solicitei para levantamento.

Solicito ao Grattiano uma explicação clara sobre:

Porque foram cancelados os meus pedidos de levantamento anteriores;

Qual é a razão concreta para exigir agora levantamentos de apenas 250 €;

Qual é a base contratual para essa limitação;

Se existe algum problema adicional com a minha conta, que seja indicado claramente e de uma só vez;

Qual é o prazo concreto para pagamento dos valores devidos;

Caso os levantamentos tenham sido efetivamente processados, que seja fornecido o comprovativo da transação.

Tenho provas de toda a situação, incluindo as comunicações relativas à verificação da sessão de jogo, os documentos solicitados para KYC, a confirmação da verificação e os meus pedidos de levantamento.

Espero que esta reclamação ajude a obter uma resposta objetiva e uma resolução definitiva, pois considero que já cumpri todas as exigências que me foram apresentadas e não considero aceitável que sejam sucessivamente apresentadas novas razões para atrasar o pagamento.

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 Migu,

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

Thank you for the update. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Could you please let me know the full URL or link to the casino?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please share a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

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

Dear Migu,

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,

Jean