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.

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.

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

Hello Tomas,

Thank you for your message. Here are my answers:

1. Is my account still accessible?

Yes, I can still log in to my Grand Mondial account.

2. Have I ever attempted to activate responsible gambling tools or self-exclude?

No. During all these years, the casino never informed me about these tools, never suggested limits, and never intervened despite very large and continuous losses.

3. Have I ever informed the casino about gambling problems or asked for help?

No, I did not inform them at the time. However, the casino also never contacted me regarding excessive gambling behaviour, which is part of their responsibility.

4. Have I unsubscribed from marketing communication?

I regularly received promotional emails, bonuses, and incentives even during periods of heavy losses.

5. Communication with the casino:

I will forward the relevant screenshots and emails to [email protected] as requested.

Regarding self-exclusion:

I agree and I will send the request to [email protected], copying you in the email.

Thank you for your assistance in resolving this matter.

Maher

Hey there

I'm jumping on this early so we don't waste any time here.

The player will need to refer to ecogra as we will not be engaging in this complaint.

Cheers

Hello,

I will continue the process here. 

I am cooperating fully, and I expect the casino to do the same. 

The suggestion to contact eCOGRA is not applicable, as this complaint is already under review.

Thank you.

We have zero contractual licensing obligations to engage in third party complaints.

If you'd like your case seen by the casino's ADR, please contact ecogra.

I will not be commenting further here.

Cheers

Hello,

Thank you for the update.

For the record, I have fully cooperated at every step of this complaint and complied with all requests made by Casino Guru.

The operator has now explicitly refused to engage in this complaint process and has declined any discussion regarding responsible gambling failures, despite the substantial losses incurred over several years.

I would like to clarify the following points for Casino Guru’s review:

• My complaint is not limited to ADR routing, but concerns the casino’s failure to apply responsible gambling measures, duty of care, and player protection

• At no point over approximately $50,000 CAD in losses was I contacted, warned, limited, or offered protection tools

• The casino continued to actively market bonuses and promotions during periods of heavy losses

• The operator’s refusal to engage here demonstrates a lack of transparency and cooperation

I am willing to pursue ADR (eCOGRA) if required, but I respectfully note that the operator’s stance confirms their unwillingness to address the substance of the complaint voluntarily.

I kindly ask Casino Guru to continue examining the case, document the operator’s refusal to cooperate, and advise on the appropriate next escalation steps.

Thank you for your assistance.

Kind regards,

Thanks for the replies from both parties.

Dear Mmxb88,

• Has your account been deactivated as a result of the self-exclusion request you sent to the casino?
• Has the marketing communication ceased since you requested a self-exclusion?

Please let me know.

Hello Thomas,

This matter is currently under review by the Kahnawake Gaming Commission. On their advice, I am limiting public comments at this stage.

Thank you for your understanding.

Kind regards,

Dear Mmxb88,

Thank you for providing confirmation that your case has been escalated to the casino’s regulator or ADR. While the investigation is now in the hands of the regulator, and in line with our standard procedure, I will proceed with closing the complaint with the status WAITING FOR DECISION OF REGULATOR.

I understand how stressful and exhausting such situations can be, and I am truly sorry that we were not able to assist you further at this stage. Please rest assured that we remain here to support you throughout the process.

Once the Kahnawake Gaming Commission reaches a decision, I kindly ask you to forward the official correspondence to my email at [email protected]. The complaint will automatically reopen in three months, but if we receive the decision from either party sooner, we will reopen it accordingly.

Thank you for your cooperation and understanding.

We’ve reopened this complaint at the request of Grand Mondial Casino.

The casino representative indicated that the case raised with the regulator concluded.

Dear Mmxb88,

Would you be able to share the result with me?

Please forward the information to my email at [email protected] for review.

Thanks in advance for your reply and cooperation.

Dear Mmxb88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Tomas,

Thank you for reopening the complaint and for the extension.

I confirm that the matter has been reviewed by the Kahnawake Gaming Commission.

However, I am currently bound by confidentiality regarding the full content of the regulator’s correspondence.

What I can confirm at this stage is the following:

The case was examined by the regulator following my complaint

The operator was formally engaged during that process

The matter is not resolved from my perspective, particularly regarding responsible gambling failures and lack of player protection

I am in the process of requesting written authorization to share the regulator’s outcome with Casino Guru

As soon as I am permitted to disclose the official correspondence, I will forward it directly to [email protected] for review.

I respectfully ask that the complaint remain open while this clarification is being finalized, as I remain fully cooperative and willing to provide all required documentation.

Thank you for your understanding and continued assistance.

Kind,

Hello Mmxb88,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

Could you please confirm that your account in the casino was closed and that you no longer receive any marketing communication from them?

Are you able to share further information regarding the decision reached by the regulator since your last response?

Thanks in advance for your reply.

Dear Mmxb88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.