Gransino Casino - 플레이어의 상금이 적립되지 않았습니다.

Hello,

I am submitting a complaint because Gransino Casino has failed to credit my prize from the Pragmatic Play Live Tournament that ended on 2 November 2025.

I finished 6th out of 200 players, with a displayed prize of £351.76.

The casino heavily promoted this tournament across their website.

I have a screenshot of the tournament results.

I provided this screenshot to Gransino support.

However, they told me it was "not the right screenshot" even though it clearly shows the tournament details. After that, they stopped responding entirely.

As of today, the prize has still not been credited, and I have received no explanation and no reply from support.

This is a legitimate prize from a tournament I finished in, and I am asking for Casino Guru’s help to get the funds credited to my account as advertised.

Thank you for your assistance.

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Dear BarbaraC,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you ever participated in this casino's tournaments before?
• Could you please prove that you were in 6th place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

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

Hello Kristina,

Thank you for your reply.

Here are the answers to your questions:

1. Have I participated in tournaments at this casino before?


I have played Pragmatic Play games on Gransino, and during that time the casino heavily promoted the Pragmatic Play Live Tournament. I opted in to this tournament directly through the popup that appeared on the site. This was my first time taking part in a tournament where I placed high enough to win a prize.

2. Proof of my placement (6th place): 


Unfortunately, the casino removed the tournament results page once the event ended, so there is no public results link available anymore.
However, I do have a screenshot taken on the day my win occurred. It shows:

• "Pragmatic Play Live Tournament"
• Date: 2 Nov 2025
• The prize amount displayed: £351.76

Gransino support has refused to accept this screenshot even though it clearly shows the tournament name, date, and my result.

3. Was it a free-entry tournament?


No. It required real-money betting on Pragmatic Play Live games. I had to deposit and wager real money to qualify and earn points.

Summary:


I finished 6th out of 200 players, my prize was £351.76, and the prize was supposed to be credited automatically within 2 hours after the tournament ended (on 2 November).
It has not been credited, and Gransino is no longer responding to me.

Thank you for your help in resolving this – I appreciate it very much.

Thank you very much for your reply. When was the last time you contacted the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.