The player from Spain could not access the casino website due to a strange error since noon and had two pending withdrawal requests of 800 euros each, along with 1,500 euros in their gaming account. They sought assistance in retrieving their funds. The issue was resolved as the player was able to access the website again and confirmed that their withdrawal would be monitored until successful. Further complaints regarding deposits and account closure were marked as resolved after the player acknowledged the assistance provided.
Gransino Casino - Player's access to account is blocked.
Amount: €3,100
Gransino Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.1
Gransino Casino has a Safety Index of 6.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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3 weeks ago
Translation
Good afternoon, since 12 noon Spanish time, I've been unable to access the casino website, and I'm getting a very strange error... I have two withdrawal requests of 800 euros each, plus 1,500 euros in my gaming account. Please help me get my money back; I'm desperate!
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Complaint Resolution Center Team Lead
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3 weeks ago
Dear oscaralvarezya,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I tried to access the website using a Spanish VPN, and I haven't come across this issue. Judging by the screenshots you attached to your complaint, there is a chance that the casino's website has been blocked by the internet provider or by the government.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if the issue persists?
- Have you tried accessing the website using another device or internet provider?
- Have you made any successful withdrawals before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
Hi Kristina, it seems to be working again now.
If I have been able to withdraw funds previously...
For now we are going to cancel the complaint, if I don't get the withdrawals I will re-upload it.
Thank you very much for your quick response.
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Complaint Resolution Center Team Lead
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3 weeks ago
Thank you for your reply, oscaralvarezya. I am happy to hear that you can access the website again. I will keep this complaint open until you confirm your withdrawal has been successful, as it is more efficient than closing and reopening or submitting new complaints. Please keep me informed about any further developments.
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2 weeks ago
Translation
Good morning, I made three deposits, one for 900 euros and two for 250 euros, and the money never arrived in my account, but it was deducted from the bank! Please help me with this.
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2 weeks ago
Translation
They've suddenly closed my account and kept the money!!! I'm desperate because I don't know what to do, whether to go to the police or a good lawyer.
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2 weeks ago
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Checking my bank and the deposits I made, they have kept 3000 euros that never arrived in the gaming account!!! Their payment gateway has kept my money!!! I have never had such a bad time playing at an online casino!!! Also, when I won a jackpot of 12,000 euros, they would not let me withdraw it because they upgraded me to VIP level 1 and I asked them at that time to close my account due to gambling problems, and they told me that if they did that I would lose all my money!!! I will go to the authorities to report this ILLEGAL casino!
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Complaint Resolution Center Team Lead
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear oscaralvarezya,
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/www.kpvfaw.com. 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,
Kristina
