This block settles the order you follow when a support reply leaves the matter open.
Is this logged as a complaint?
Start by explaining the problem to the support team you already spoke with, adding dates, amounts and any reference they gave you. Ask plainly for it to be logged as a complaint.
Less chasing, more paperwork
Within the conversation you should receive a complaint reference and a written reply. Keep both, because that reference is what later steps are checked against.
Past the first handler
If the reply still misses the mark, send the same reference to the internal escalation team and ask for a review by a senior handler, who will respond in writing.
Take it to the Malta regulator
Should the internal review fail to resolve it, the Malta Gaming Authority stands as the named regulator and takes the matter up from there.
Hours and timing
When does someone actually answer?
It removes the worry that your message lands in a queue and stays there all night.
At times like this, one written answer beats ten guesses, and Granawin Casino keeps every reply plain.
trustWhere do I take a complaint when chat lets me down?+
Should a chat reply leave you worse off, send the same details to [email protected] and a senior agent reopens the case. Nothing moves until you have a written outcome, and if that still misses the mark, the Malta Gaming Authority takes it from there.
trustWhy is support awake at 3am on a Sunday?+
Because our agents in Malta and here in New Zealand work in shifts, someone is at the desk at three in the morning and on Sunday afternoon alike. Live chat and the New Zealand phone line usually connect you to a person within five minutes, whatever the hour.
trustWhere is this casino's licence issued and numbered?+
Where the licence sits, you can check for yourself: Granawin Casino Ltd. holds MGA/B2C/060/2014, issued by the Malta Gaming Authority. The company number is C-92132 (Malta), and the registered address is Level 4, Portomaso, Msida.
trustWhere do I ask for my personal data or its deletion?+
Where your file is concerned, the answer is [email protected]: ask there for a copy of everything held on you, or for deletion once your account is closed. Requests are handled under the licence conditions, and we confirm in writing when the work is done.
trustWhat happens when I shut my account for good?+
What happens when you close it is simple, and it can be done over live chat or by e-mail at any hour. Your balance is paid to you, your details are kept only as long as the licence requires, and the closure cannot be undone, though you may open a fresh account later.
trustWhat if my verification is still pending after two days?+
What if the documents you send are unclear? Verification takes up to 48 hours from the moment a clear photo identification, a proof of address and your payment card image all arrive, so send sharp pictures in one go. Anything blurry restarts that 48 hours.
We use cookies to ensure the site works properly and to improve your experience. By continuing to use Granawin Casino, you agree to our cookie policy.