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]

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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

Dear Dux7777, thank you for the provided evidence. Upon reviewing your emails, it appears that you did not mention your struggle with gambling addiction in your correspondence with the casino, even after the casino asked you to provide reasons for your account closure request. Instead, the reasons cited were long response times and dissatisfaction with bonuses.

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, in which a player clearly states their gambling problem, is the essential evidence that each player must provide for us to proceed with a case like this. You didn't specify the reason for the account closure even after the casino asked you multiple times.

Since you didn't provide 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.