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

3 weeks ago I emailed the casino to immediately close my account.

It has been a few weeks and no response.

In the meantime I was still able to deposit and lost around 550€.

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Hello,

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

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

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support via support@gransino.com or live chat after you learned your self-exclusion request wasn't granted?
• Could you please advise when was the last time the casino allowed you to deposit?
• Have you unsubscribed from the casino's marketing communication?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Gransino Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@gransino.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas,

Thanks for your reply.

The account is still accessible.

At first I used live chat to close my account and they told me they can only do that through email using my 'vip-accountmanager' at vip@gransino.com(see attachment sent in topic-start).

I haven't received any reply at all but also didn't ask again since I don't want to use their website, app or whatever. I requested a closing of my account since they do not offer any self-exclusion and the website just plays ignorant.

I deposited multiple times last week with yesterday being the most recent.

I used the unsubscribe button in email newsletters but to no avail as well. They keep spamming emails with promotions and offers.

I will send the email again with you in CC and request the full refund for deposits made since my original self-exclusion request.

Cheers!

The casino replied:

***

Jonz (Gransino)

15 Oct 2025, 14:27 EEST

Dear D*****,

Thank you for contacting our support team.

We would like to inform you that, in conformity with our Terms and Conditions, any balance in your game account will be voided during the process.

If you wish to proceed, please, confirm your decision and acknowledgement by replying to this email.

If you have any additional questions, please, do not hesitate to contact us.

***

Any answer to my question about refund or earlier email to the vip-department being ignored as per usual.

Looking forward to your response on how to proceed.

Thanks for the update.

• Have you confirmed your decision to close your account with the casino?
• Was there any withdrawable balance on your casino account at the time of your request?

Please let me know.

I did not confirm yet as I was waiting for your response. I will confirm that now and have you in CC.

There is nothing left in my account except for a few cents.

I will address again the refund (of my deposits after asking to close my account) as well.

Thanks for your reply and updates provided via email.

Please note that we can pursue a refund of funds that were lost via gameplay only in cases where you informed the casino about your gambling issues and the casino didn't act to protect you.

Have you made any deposits to the casino between October 13th and October 24th, when your account was closed?

Please let me know.

No I did not make any deposits in that time.

My issue is; I have sent them an email as directed by the live chat to vip@gransino.com explaining my situation and asked to close my account.

They didnt close my account, only after sending another email to the address you suggested.

Now support just doesnt reply to my issue as you can see in the email response it is not mentioned at all

I understand your point of view.

It's often difficult to know what to say or who to ask for help when you need protection. While the communication from the casino wasn't ideal in your situation, if you continue with your activity after an account closure request, these are usually disregarded. Based on the information you provided, we are not in a position to request a refund of funds that were lost through gameplay.

Since it appears the first time you informed the casino about your gambling problem was only after making the last of your deposits, and your account is already closed, we are unable to assist you further.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.