Gransino Casino - Player's account has been closed after significant losses.

Subject: Severe Breach of Resonsible Gambling Policy and Predatory marketing by Gransino.

Dear Casino Guru Complaints Team,

I am writing to submit a formal complaint against Gransino regarding a severe breach of their duty of care and responsible gaming policies, wich resituted in a total financial loss of E4300

Chronologyof events

1. On August 18th. And before August 14th. 2026, I explicity contacted Gransino Support / Vip team by an email.

I stated clearly that i was in severe financial distress, had lost E 3,400 [ my life savings] in just 1.5 weeks and suffered from a gambling problem. I requested the immediate and permanent closure of my account due to gambling addition.

2. Instead of acting responsibly and triggering an immediate self exclusion ban as required by international gaming standards, Gransino left my account fully active and i lost more E 909 after August 18th.

3. Furthermore, they actively targeted me with predatory marketing, offering within 48 hours to lure me back into gambling, knowing i was in vulnerable state.

4. Due to their faillure to protect me and their aggressive promotional offers, i fell a relaps and deposited an additional E 909, wich the casino lawfully accepted.

5. The casino only closed my account on August 27th. 2026 afteri demanded to the promised 70% casback bonus.

6. While they recently processed a remaining balance of E. 104 lost due to their gross negligence and predatory actions after my expliciet plea for help on August 14th. and 18th. 2026.

Gransino has completely failled its duty of care on 2 levels.

Ignoring a direct self- exclusion request due to addiction, and intentionally exploiting a self identified problemgambler with promotianal offers.

The fisrt time i played on their gaming site i won a lot but when i asked on my money in the withdraw i still be on status for a very long time. They played a mindfuck with me.

I am formally requesting a full refund of the E 4300 lost. I saved all my email evidence, banking statement , and promotional emails to support my case.

Thank you for your assistence sinserely,

Annemiek O.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure requests that you repeatedly sent to the casino, along with the casino's responses? Please send me the full, uncropped emails in their original format, not just screenshots. My email address is veronika.f@casino.guru.
• Have you passed the full KYC verification at this casino, or at least submitted any identity documents for KYC?

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

Best regards

Veronika