The player from Germany faced issues with Grandwin Casino, as her request for self-exclusion due to gambling addiction was ignored. Despite multiple emails and attempts to contact support, her account remained open, and she sought a refund of her deposits. She also highlighted the casino's questionable practices regarding its licensing. It was determined that the player had submitted self-exclusion requests from an email address different from the one registered to her casino account, and at one point had sent the request to an incorrect casino email. Consequently, the casino was unable to process her self-exclusion requests properly. For these reasons, the complaint was rejected as the requests had not been submitted correctly.
GrandWin Casino - Player's self-exclusion request is ignored.
Closed
Our verdict
Unjustified complaint
Amount: €6,000
GrandWin Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
I urgently need help; I have a complaint against Grandwin Casino. I'm desperately trying to get a self-exclusion, but they don't care; they're simply ignoring me. I first registered on January 15, 2026. support@grandwin.com I wrote an email requesting self-exclusion due to gambling addiction; I was told to send my request to customercare@grandwin.com I sent it, which I did directly on January 15, 2026. (I also applied for self-exclusion due to gambling addiction at betcollect, a sister casino, on January 15th, and this was implemented on the same day!).
Grandwin is simply ignoring me; I've lost €6,000, written 5 emails, contacted chat support twice, and my account is still open!
I find it absolutely outrageous that despite numerous complaints about failed self-exclusion, this casino still has such a good rating with you all. How is that possible?
Aside from that, this casino holds an Anjouan license, which explicitly prohibits accepting players from Germany; nevertheless, they offer a registration option and allow deposits. That's not right.
I want them to refund my deposits and finally block my account; they are simply ignoring me completely!
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Dear LouAnn123,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:
1.1. Self-Exclusion
- You have the option to self-exclude yourself from GrandWin.
- To self-exclude send an email to customer service at customercare@grandwin.com
- Please allow us up to 10 business days for actioning self-exclusion requests
- To revoke a self-exclusion restriction, you may contact Customer Support.
- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.
Could you please forward the self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru? When was the last time you contacted the casino regarding this issue? If there is any relevant follow-up conversation between you and the casino, please forward it as well.
Thank you very much for your cooperation.
Best regards,
Kristina
Public
Public
3 weeks ago
TranslationI sent it, it hasn't even been 10 days, but I'm desperately bombarding you with requests for self-exclusion, and you don't care. I followed your instructions exactly and sent the self-exclusion request to the required address for the first time on January 15th, and you're simply ignoring it. What kind of policy is it that requires 10 business days to set up self-exclusion? It's a disaster for problem gamblers. You can see that I'm desperately trying to just close my account.
Automatic translation:
Public
Public
3 weeks ago
TranslationMy account remains open, I still haven't received any response, and I keep finding bonuses in my account; not even a restriction has been imposed.
Automatic translation:
Public
Public
3 weeks ago
TranslationAddendum: Actually, they should have contacted me already; their terms and conditions state that KYC verification is required for deposits of €5000 or more, but again, absolutely nothing.
Automatic translation:
Public
Public
3 weeks ago
TranslationMy account remains open unchanged, there has been absolutely no response to my emails from the casino, nothing at all, this can't be right.
Automatic translation:
Public
Public
3 weeks ago
TranslationMy account is still open, but apparently they've now blocked my email address and I can no longer send you emails.
Automatic translation:
Public
Public
2 weeks ago
TranslationMy account is still open, and I still haven't received any feedback from the casino. Chat support told me twice that my account was closed, but that's not the case; I can still log in, and the deposit option is still available. I don't know what else to say.
Automatic translation:
Public
Public
2 weeks ago
Dear LouAnn123,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Public
Public
2 weeks ago
Dear LouAnn123,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the GrandWin Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a GrandWin Casino representative to join this conversation and participate in resolving this complaint.
Dear GrandWin Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
Public
Public
2 weeks ago
TranslationHello Igor, thank you very much. My account is still open, unchanged, and I haven't received a response from the casino yet. Apparently, you've set it up so that I can no longer send you emails. I believe that the casino should have closed my account immediately upon my renewed request for self-exclusion due to gambling addiction on February 14, 2026, since I already sent an email on January 15, 2026, requesting lifetime self-exclusion. I also think that the 10-business-day timer for the renewed request on February 14, 2026, shouldn't apply, as, as already mentioned, a request was sent to the correct email address on January 15, 2026. I really want a solution to get my deposits refunded and at least a reasonable portion of them back, as I find Grandwin's actions highly criminal. Besides, they shouldn't even have been allowed to accept German players, but that's another matter.
I find it very alarming that there are so many complaints about the procedure regarding self-exclusion due to gambling addiction, yet the casino is clearly unwilling to change anything. I also genuinely think it's unacceptable that when someone requests self-exclusion as frequently as I do via email and/or chat—because it's such a difficult task for problem gamblers to stop depositing—the self-exclusion isn't implemented immediately. Instead, even today, my account remains open and I still have the option to make deposits. I find that highly criminal! I'm curious to see what the casino has to say about this.
Automatic translation:
Public
Public
2 weeks ago
Dear Igor,
Thank you for your patience.
Please be advised that a thorough review has been conducted, and the account associated with the player’s email address has already been excluded.
Should you require any further assistance, please do not hesitate to let us know.
Kind Regards,
GrandWin Casino
Public
Public
2 weeks ago
TranslationMy account is still open, and the deposit option is still fully available to me. When was the account supposed to be closed?
Automatic translation:
Public
Public
2 weeks ago
TranslationI will gladly send proof that my account is still fully open at this time!
Automatic translation:
Public
Public
2 weeks ago
Dear LouAnn123,
I would like to bring to your attention that in the earlier screenshots you provided, you requested a self-exclusion for the email address a...27@web.de.
Additionally, you have indicated this email as associated with your casino account when you submitted this complaint.
However, in the latest screenshot you shared, the email linked to your account indeed appears to be a...le@web.de.
Did you ever created a account for a...27@web.de on GrandWin Casino website?
Moreover, have you ever requested a self-exclusion for the account associated with a...le@web.de from that email?
Public
Public
1 week ago
Dear LouAnn123,
The live support consistently provided you with the correct instructions on how to request self-exclusion.
However, you submitted the self-exclusion request using your different email address. The only time you used your correct registered email address, it was unfortunately sent to the wrong casino email address. As a result, the casino had no way to process the request or close your account based on an email sent from a different address.
In conclusion, your self-exclusion requests were not submitted correctly.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Igor
