Gransino Casino - Player’s account closure request is ignored.

I have requested twice in March for my account to be closed due to my gambling addiction, I have been able to self exclude myself from every other casino apart from this one, both times I have replied to their email confirming that I would like to close my account and both times they have been completely ignored which has resulted in me losing around £800 in the past month as they havnt closed the account and I have still been able to deposit, I have email them with a complaint but not heard anything back yet

Dear Nemo456,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Thank you for your reply,

To specify my reason for closing the account I have been depositing multiple times a day on multiple casinos for a while now and have came to the conclusion recently that I have a gambling problem as it’s money I can’t afford to lose, to try and combat that I have been either closing accounts or self excluding myself from these websites, I have found even closing the account has stopped me from going on them again but gransino is the only one I’ve been having a problem with in terms of closing the account

I have emailed you the emails I have sent in regards to the closure of my account and the replies from gransino, thank you again for you help

Thank you for your email and for sharing the screenshots. After reviewing them, I wasn’t able to find any reference to gambling addiction in your communication with the casino. It appears that you simply requested the closure of your account without specifying the reason.

Please understand that we can only request a refund of lost deposits in cases where the player clearly mentioned gambling addiction, and the casino failed to take proper action to protect the player.

If there is no evidence that you informed the casino about your addiction, I’m afraid we won’t be able to pursue a refund of your losses. However, we can still help ensure that your account is properly closed and that no further gambling activity can take place.

If you have any questions or further information to share, please don’t hesitate to reach out.

Dear Nemo456,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.