The player from the United Kingdom had attempted to set a deposit limit but was informed that the casino did not offer this feature, which resulted in concerns about the legality of allowing a £300 deposit. She had requested the closure of her account and the return of her £400 winnings; however, her withdrawal was canceled, and her account was closed without payment. The Complaints Team had sought evidence of her requests but ultimately could not proceed due to a lack of response from the casino. The complaint was closed as unresolved, which may have negatively impacted the casino's rating, allowing future players to be informed of her experience. Upon reopening the complaint, the casino claimed that the player had canceled her withdrawal and used the funds for gameplay, leading to the rejection of the complaint.
Gransino Casino - Player questions legality of deposit policy.
Unjustified complaint
Amount: £300
Gransino Casino
Safety Index:Above averageCase summary
I have tried to set up a deposit limit, they have said it’s not something they offer, is this legal as I am a uk player and they have allowed me to deposit £300
Dear sagan,
Thank you very much for submitting your complaint and I'm really sorry to hear about issue with Gransino Casino.
We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options, and we believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.
Can you please clarify what exactly is your aim with this complaints?
Looking forward to your answer.
Regards,
Nick
Hi
i I asked for my deposit to be returned and account closed as they don’t even offer a self exclusion, my account remains open with no deposit limits in place even after I have asked for this, I feel that are taking advantage of players by doing this.
I have now managed to win back £400 and withdrawn here’s hoping it gets paid back to my bank
My withdrawal of £400 got cancelled and put back on to account, now they have closed my account and not paid out.
Dear sagan,
Did you request the deposit limit or exclusion from the casino? Either way, can you please forward the communication between you and the casino to [email protected] for further review?
I would also like to point out that the casino is not licensed at UKGC so no regulation from your countrie can not be applied here.
Regards,
Nick
Hi Nick all communication was on live chat as every email I sent did not get delivered as email address not valid, I asked for my account to have a deposit limit put on that was refused, I tried to withdraw £400 that I managed to win back but it got declined and put back on my account, I spoke to live chat again and asked for this to be paid back to my bank account and for them to close my account after I had been paid out, but withdrawal not got paid and they closed my account.
Dear sagan,
Please forward the communication to [email protected] as without any actual evidence, we can't proceed in resolving the matter.
Currently we have no evidence that you ever tried to close your account or requested any kind of deposit limit.
Regards,
Nick
Dear sagan,
Please forward the full e-mail with all the conversation to [email protected].
Thank you sagan for all the information provided so far. As your withdrawal has been pending more than the recommended period of 14 days, I will be forwarding your complaint to my colleague Katka ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Dear sagan,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
I will now contact Gransino Casino outside this complaint thread and let you know any new information once I receive it.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear sagan,
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.
I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
The casino can reopen this complaint anytime.
We’ve reopened this complaint at the request of Gransino Casino.
Dear Gransino Casino,
thank you for your email and supporting evidence.
Dear sagan,
we were approached by the casino representative explaining with the supporting evidence, that the withdrawal you requested was canceled by you and subsequently used for gameplay. Sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. This complaint will be therefore rejected.
Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
All the best,
Katarina
