GrandWin Casino - Player's account remains active after requests for closure.

I have informed the casino several times that I am a gambling addict and therefore wish to close my account. Instead, I have been receiving a constant stream of new offers and free spins for weeks. My account has not been deleted. I have never experienced this with any other casino.

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Dear larblum,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand the situation, please answer the following questions.

• First, could you please provide the link to the casino?
• When and how did you first request an account closure (email or live chat)?
• Do you still have access to your account?
• Please forward the complete email threads of all your account closure requests, along with the casino's replies. Please do not send screenshots, but the original, uncropped email messages instead. My email is jean.s@casino.guru.

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

Best regards,

Jean

Dear larblum,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru