Grand Mondial Casino - Player seeks resolution after excessive losses at casino.

I am filing a formal complaint regarding my experience with Grand Mondial Casino (Casino Rewards Group).

Over the past 5 years, I have deposited approximately $50,000 CAD on their platform.

During this entire period:

– I was never contacted about my excessive losses

– No affordability checks were ever performed

– I was never offered deposit limits or responsible gambling tools

– I continually received promotional emails and bonuses encouraging more gambling

– The operator allowed unlimited deposits without any intervention

– No signs of gambling harm were ever addressed

– No responsible gambling measures were applied to my account

I believe the casino failed in its duty of care and responsible gambling obligations. Allowing a player to lose $50,000 over several years without any intervention or protection is irresponsible and potentially a breach of regulations.

I am requesting:

1. A full review of my account

2. An investigation into the lack of responsible gambling safeguards

3. A compensation/refund for the harm caused

4. A copy of my complete Player Activity Report (deposits, withdrawals, gameplay, sessions)

This situation has caused significant financial and emotional harm, and I am seeking assistance in resolving this matter fairly.

Thank you for your help.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grand Mondial Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Have you ever attempted to activate responsible gambling tools on your account, or to self-exclude?
• Have you at any point informed the casino about suffering from gambling issues? Have you asked for urgent help at the casino?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email to [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Grand Mondial Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas