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.

Hello Kristina,

I sent you the requested documents by email. I no longer have the application to close the account. However, I have attached the confirmation of why and when the account was closed.

Best regards

Dear LaJenny7,

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, where a player stated the gambling problem clearly, is the essential evidence that each player must provide in order for us to proceed with a case like this.

Since you do not have sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.