The player from Germany had requested a withdrawal of €4,237 three weeks prior after meeting the wagering requirements for a casino bonus. Although he had submitted all required verification documents, the casino continued to request additional documentation from his Mifinity account, causing frustration and a lack of progress in the withdrawal process. The Complaints Team had attempted to mediate by reaching out to the casino for clarification but ultimately closed the complaint as unresolved due to the casino's lack of response. This closure negatively impacted the casino's rating, allowing other players to be informed of his experience. The issue was later resolved when the casino verified the player's account and processed all pending withdrawals, which he confirmed were received.
Gransino Casino - Player’s withdrawal is delayed due to extra document requests.
Amount: €4,237
Gransino Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
Hello dear Casino Guru Team,
On March 22, 2025, I deposited €250 for a (200% up to €500) 1st Casino Welcome Bonus.
Real money and bonuses are separate at this casino. After I lost my real money, I activated the €500 casino bonus.
After meeting all the wagering requirements, I was able to request a withdrawal of €4,237, which I would like to withdraw. I have currently requested three €500 withdrawals on March 23, 2025.
When the casino requested verification, I uploaded all the necessary documents via the Gransino Casino verification page.
All documents have been verified. Now the casino is requesting an additional document from my Mifinity account. The Gransino Casino verification page now displays the following:
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Please provide Transactions History showing the top-ups made to your Mifinity Account on March 21, 2025, showing all transactions made from this account for March.
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Since I have already uploaded an account statement from Mifinity to Gransino Casino from October 5, 2024, to April 10, 2025, via their verification page, I don't understand why the casino is requesting another account statement from my Mifinity account.
Since I can't make any progress at this point, I've decided to file a complaint and hope you can help me resolve this matter.
Best regards,
Michael
Hello Popy71,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gransino Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the casino may request the same documents multiple times and you will have to provide them in order to finish the verification process.
Looking forward to your answer.
Regards,
Nick
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Hello dear Nick,
Here are the answers to the questions:
Could you please tell us exactly when the verification process started?
For about 10 days
Which documents have already been approved and which have not?
All documents have been approved, except the Mifinity account has not yet been approved.
When was the last time you spoke to the casino and what was it about?
I emailed the casino asking why they did not accept my Mifinity account statement and why they were requesting Mifinity verification again.
I didn't receive an answer to this question. They just told me to upload the requested documents on the verification page.
Best regards,
Michael
Thank you Popy71 for all the information provided. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear Popy71,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Gransino Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Gransino Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Popy71,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
Best regards,
Romi
Hello, all.
We have reopened this case at the casino's request.
Dear Gransino Casino,
Could you provide us with an update, please?
Thank you.
Respectfully,
Romi
Hello all,
First and foremost, Popy71 & Romi. Thank you so much for your patience, understanding and co-operation . We really appreciate it.
On reviewing Popy71's account we can see that the account was verified on May 28th and all the withdrawal request attempted from May 30th till June 7th, 2025. Were processed and paid from our side within three working days.
Currently, there is only one pending withdrawal request attempted on June 9th, 2025. We will continue to process all the withdrawal request as soon as possible.
Our team wishes you all the best for your future activities!
Best regards,
Gransino team.
Hello, all.
Thank you, Gransino Casino, for the update.
Dear Popy71,
Could you update us, please, whenever you receive all the withdrawals and state if the disputed amount is correct for those?
Thank you.
Best regards,
Romi
Hello Popy71,
We are pleased to inform you that your most recent withdrawal request has been successfully processed, and the funds were dispatched from our end on June 12th, 2025. At this moment, there is no remaining balance in your Gransino account.
Please be advised that the funds may take between 3 to 5 business days to reflect in your account; however, this timeframe is contingent upon the payment method utilized and the policies of your bank.
Our team extends their best wishes for your future endeavors.
Kind regards,
Gransino team.
Hello,
I can confirm that the casino has transferred all payments.
So the case can be closed.
Many thanks to everyone who contributed to solving this case.
Michael
Thank you, Popy71, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Romi
www.kpvfaw.com
