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

its one week since i tried to close account there,i emailed them 5 times to close permanent my account due to gambling addiction and my account is still open.live chat are ai bots answering with the same way every time.its totally illegal to deny closure.when a player says gambling addiction,it should close instantly.they are totally against player and they let me deposit over 100 euro since the last time i asked closure.

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Dear johnaivas,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@gransino.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Did you follow these instructions and send an email to support@gransino.com? Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

i have sent you email

Thank you for your reply, johnaivas. I reviewed the screenshots you sent me, and you have never mentioned any gambling problem or issues. The only reason we could infer from your messages for closing the account was dissatisfaction with the bonuses you received. Unfortunately, we cannot consider these messages valid self-exclusion requests, nor can we confront the casino or claim that they did anything wrong.

If you saved any emails in which you informed the casino about your gambling addiction, please forward them to me. If you didn't save these messages and you still have access to your casino account, I strongly suggest you request another self-exclusion.

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Please send another email to Gransino Casino and keep me informed about any further developments. Thank you in advance.

Dear johnaivas,

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,
Kristina
Casino.Guru