Granawin Casino - Player's account remains active despite closure requests.

Dear Casino Guru Team,

I would like to submit a complaint regarding the handling of my account by Granawin Casino and the way my repeated requests to close the account were handled despite many messages in which I clearly stated that I was constantly losing money, tired of gambling, and wanted my account to be closed.

I acknowledge that during this period I continued gambling and at times accepted bonuses. However, despite my repeated requests to close the account, I was still able to continue playing, deposit more money, and receive further encouragement to gamble.

I believe that after my repeated messages regarding continuous losses and requests to close the account, the casino should not have continued encouraging me to gamble or leave the account active for several more days.

During October 2025, I repeatedly informed VIP Manager Nina that I was tired of constantly losing and wanted to close my account.

Examples from the communication include:

"Także zamykam tu konto."

"Zamykam tu konto znowu przegrałem…"

"Dobra kończmy tą farsę. Zamknijcie mi w końcu konto. Gra u was nie ma sensu. Zero zabawy, same straty."

"Szczerze, to mam dość ciągłego przegrywania."

Despite this, my account remained active and instead of being closed, I continued receiving bonuses and messages encouraging me to keep playing, including:

"Perhaps you will get lucky with my bonus."

"You could leave the account open and just play with us whenever you feel like it."

"Hope that this third time charm will work for you."

One message was especially concerning to me:

"And that your former request is irrelevant. The bonus is in your account."

This situation continued for several days despite my repeated requests to close the account. Even after these requests, I was still able to deposit more money and continue gambling.

The attached transaction history shows that after my first clear request to close the account on 15 October 2025, I deposited approximately 5,000–5,500 PLN more.

Importantly, in its official complaint response, Granawin itself confirmed that:

repeated account closure requests were made,

bonuses continued to be offered,

and the account was only finally closed on 22 October 2025 after prolonged communication with the VIP Manager.

Before bringing this matter to you, I made several attempts to resolve the situation directly with the casino. I provided screenshots of conversations, transaction history, and attempted to reach an amicable settlement. Despite this, the casino ultimately rejected my complaint and maintained its position.

The attached materials include:

screenshots of conversations with the VIP Manager,

repeated requests to close the account,

messages regarding continuous losses and frustration related to gambling,

official complaint correspondence,

and transaction history related to the disputed period.

I kindly ask you to review this case and assist me in recovering the funds deposited after my first request to close the account.

Kind regards,

[Redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dux7777,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila