Granawin Casino - Player is seeking a refund from the casino.

Hello, the Grana Win casino is listed on the Anjouan Gaming website, operated by Lumora Digital Ltd., which holds a valid license until May 28, 2026. It's a sister casino of Bizzo, also operated by Lumora Digital Ltd. I'm currently banned from Bizzo due to gambling addiction. I've requested a refund but haven't received a response. I can't specify the exact amount because I haven't received a transaction history.

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Dear LaJenny7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General terms and conditions, and this is what I found:

41.Granawin customers are informed about the odds of winning and of the potential consequences and risks of losing.

You can request your full bet history. Your withdrawals and deposits can be accessed through the "My Account" section. 

Our customers have a self-excluding option.

Please write to customer support for help and also use the Self-restriction option if necessary.

We provide assistance to players with potential gambling problems which is readily available, systematically provided and logged. We monitor all requests. 

42.Granawin offers a self-restricting option that allows you to close your account for a certain period of time: a week, a month, 6 months, a year. Your account will be blocked only after the specific period of time has been clarified in your message.

We will do our best to prevent you from creating new accounts and block new ones. Your account will be automatically unblocked after the selected time period ends. To have this option enabled please contact us via support@granawin.com.

43.During the self-exclusion period, the Customer must not attempt to open a new Account and you must accept that the Company shall have no financial liability and shall not be held otherwise accountable if you continue gambling or using a new Account with the Service under a different name or address.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise if you have requested a self-exclusion from Granawin Casino directly? Do you currently have access to your Granawin Casino account?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Kristina,

thank you for your response.

I would like to clarify that Granawin and Bizzo are operated by the same company (Lumora Digital Ltd.), as shown on the official license listing (see attached screenshot).

I was already self-excluded from Bizzo due to gambling addiction, yet I was still able to register, deposit, and gamble on Granawin without any restriction.

In my view, this raises serious concerns about player protection within the same operator.

I kindly ask you to reconsider the case taking this into account.

Thank you for your reply, LaJenny7. I understand you may be busy or distressed by the situation, but it appears my earlier questions have not yet been answered. Could you please review my initial message and provide the requested information? These details are essential for us to proceed with the case. Thank you in advance for your assistance.

Dear Kristina,

Thank you for your message.

Please note the following:

I requested a self-exclusion at Granawin Casino.

I no longer have access to my Granawin account.

I would appreciate it if you could forward the self-exclusion request to me. My email address is kristina.s@casino.guru. Additionally, could you please provide the date when your account was closed, as well as the date of your last successful deposit (if you managed to make one)? Thank you for your assistance.

Hello Kristina,

Do you need the one from Bizzo as well? Or only the one from Granawin?

Best regards

I must clarify that we are unable to process complaints regarding multiple casinos within a single complaint thread. This particular complaint was submitted about Granawin Casino; therefore, we would appreciate it if you could provide all relevant evidence related to this specific casino.

If you are encountering issues with another casino, please submit a separate complaint so that we can review it and assist you appropriately. Thank you for your cooperation.