GrandWin Casino - Player is facing self-exclusion issues.

Dear nemethlandrea85,

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

If you have issues writing text in the complaint thread, please write your message to me via email I will post it on your behalf. My email is tomas@casino.guru

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

• Could you please forward your initial self-exclusion request to my email?
• Please send the responses from the casino as well. Post screenshots here or send the information via email.

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Unfortunately, nothing has happened since then, despite my chat and emailing them. They haven't been able to close my account for weeks.

Dear nemethlandrea85

Please understand we are unable to confront the casino without evidence.

If you have accounts open in any other online casino 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.

Kindly forward your self-exclusion requests to my email at tomas@casino.guru so we may assist you further.

Thanks for your understanding. I apologize for the inconvenience.

Thank you! Fortunately, grandwin finally closed my account after almost 1 month

Dear nemethlandrea85,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru