The player from Spain had requested a permanent closure of their casino account in 2025 due to gambling losses, but the casino had reopened it without consent, which led to additional losses. They had demanded a refund for deposits made after the account was improperly reopened and had provided evidence of deposits and losses post-reopening. The casino denied any deposits after reopening and had failed to cooperate by not providing the requested communications or account history. Due to the casino's lack of cooperation, the complaint was marked as unresolved, negatively impacting the casino's safety rating, and the player was advised on protective measures and the absence of a licensing authority for further escalation.
Gransino Casino - Player’s account has been unjustly reopened.
Unresolved
Our verdict
Insufficient evidence from casino
Black points: 2,324
Amount: €2,600
Gransino Casino
Safety Index 4.0 LowCase summary
Discussion
Public
Public
2 months ago
Translation
In 2025, I requested the complete, final, and permanent closure of my account after accumulating multiple losses. The casino accepted via email, and I lost access.
Some time later, without prior notice or authorized consent, they reopened the account, which I was able to access again because they started sending promotions. Re-accessing it caused me to accumulate more losses due to their negligent account reopening. I cannot recover the communication emails because they were deleted from my message history, but I contacted the casino through their support, attaching the following email:
"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems.
Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses.
I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."
Subsequently, they responded to me with what I show you in the following attached email photo, closing my account which I can no longer access.
I demand a refund of the entire amount lost since the moment of its unauthorized, illegal, and reckless reopening.
Automatic translation:
Public
Public
2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
2 months ago
Dear PlayerEsp1021,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
- Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru or put it directly to this thread.
Thank you very much in advance.
Best regards
Petra
Public
Public
2 months ago
TranslationThe reason, which I explicitly stated to their support team, was due to gaming issues and accumulated losses. This was communicated in August 2025, and I lost access for a while, but later I started receiving promotions again and was able to resume playing, accumulating even more losses.
Due to problems with my personal email, I lost the thread of emails in which I communicated the self-exclusion request.
Automatic translation:
Public
Public
2 months ago
Dear PlayerEsp1021,
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.
Public
Public
2 months ago
TranslationExcuse me, what is the deadline you extended by 7 days? I sent you my answer a week ago, and you haven't written to me since then.
Gransino is not sending me the email log with the communications regarding the closure. They are blocking access to the information, and therefore I cannot proceed to send them the log showing the formal request for closure due to problems.
Automatic translation:
Public
Public
1 month ago
Dear PlayerEsp1021,
Thank you for your reply.
Please note that the 7-day deadline is our standard timeframe during which a player is expected to respond within the complaint thread after we ask a question or request additional information.
- To be able to proceed with your case, could you please provide any proof that the following email was sent to the appropriate department of the casino:
"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems. Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses. I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."
Without proof that this request was sent to the casino, we will not be able to proceed with the investigation process. Thank you for your understanding.
Kind regards,
Petra
Public
Public
1 month ago
TranslationHello again, I have sent you the documentation verifying that the email you mentioned was sent to your address, as it contains personal data and I don't want it displayed in the public thread. I have sent the documentation to petra.h@casino.guru
Please confirm receipt of this documentation
Automatic translation:
Public
Public
1 month ago
Dear PlayerEsp1021
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Public
Public
1 month ago
Hello PlayerEsp1021, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. So far, you have shown us communication from the casino regarding account closure, however the information there is not enough for me to establish any kind of premise. Before we invite the casino representative to join this thread, I would like you to send me the original e-mail you have written to the casino, requesting the account closure. You can either post a screenshot in this thread, or forward me the original at matej.l@casino.guru. Thank you.
Public
Public
1 month ago
TranslationAs I have mentioned repeatedly, due to a problem with my email, I do not have access to emails sent and received in the year 2025.
However, the casino does have that email, as they are required to keep records of all communications with users for three years. I have repeatedly requested a record of all email communications, but, unsurprisingly, they suddenly stopped responding after I requested this information and documentation. They are hindering transparency in the process, which is a clear indication that they are hiding something. Obviously, they are hiding the email in which I clearly stated my intention to close my account.
I would love to cooperate by sending you that email, but I can assure you that I don't have access to that communication due to a problem with my personal email. If the casino isn't cooperating with the process, they are obstructing access to the information, and that is clearly illegal. For my part, there's nothing more I can do. I can send you a record of the emails from my last communications in which I clearly requested all the email records related to my account and your accounts. support@gransino.com , vip@gransino.com and its live chat.
I need you, or any other legal mechanism, to contact them through another channel and request all that documentation, because they're completely ignoring me. In fact, they've stopped responding altogether; it's all very unclear.
Automatic translation:
Public
Public
1 month ago
Thank you for the quick response, PlayerEsp1021, and not to worry. I will ask the casino for the message, and hopefully we can close this complaiint shortly. :)
I’d like to invite a representative of Gransino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with the original message sent to the support staff requesting the account closure. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Nothing will be forwarded or shared, and will be used solely for internal investigation purposes.
Thank you for your patience and cooperation in advance.
Public
Public
1 month ago
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.
Public
Public
1 month ago
TranslationThe way these casinos operate is deplorable. First, they deceive you, violate their own terms and conditions, player and consumer protections, and all regulations. Then, they ignore problems, complaints, and claims. Meanwhile, the damage is already done; people continue to lose money even after closing their accounts due to self-exclusion for problematic reasons. And then, these casinos reopen their accounts, causing serious harm not only to their finances but also to their mental health.
I urge that legal action be taken against these fraudulent practices.
Automatic translation:
Public
Public
1 month ago
Dear all,
We truly appreciate your patience.
We would like to inform oyu that we are working on the request with the highest priority.
Once there is any update we will inform you immediately.
Best regards,
Gransino Team
Public
Public
1 month ago
Dear PlayerEsp1021,
We have conducted a thorough review of your account history following your escalation.
Our financial audit shows that no new deposits were made after the account was reopened.
Because no new funds were deposited into the account during this period, there are no transactions available to refund.
Kind regards,
Gransino Team
Public
Public
1 month ago
TranslationThat's not true. Liars. The account was closed in August 2025, and illegally reopened in October 2025, specifically on the 28th.
All of this is clearly stated in the deposit report they sent me by email. It's deplorable that they claim there were no transactions after the account was closed, when their own report shows otherwise. They are liars. I demand a full refund of the amount deposited after the account was illegally reopened following its closure due to gambling issues. Scammers
Automatic translation:
Public
Public
1 month ago
TranslationIn fact, I'll show you with real numbers:
- The balance since the ILLEGAL reopening is a total loss of €600
- The total amount deposited since the ILLEGAL reopening is €2600 (I've attached a screenshot of the report you sent when requested. I'm still waiting, by the way, for the email confirmation with the account closure information for August 2025).
All the money received since the illegal reopening after self-exclusion due to problems should be refunded. Otherwise, we will take legal action to determine their culpability. Spoiler alert: there are already cases that have ruled in favor of the user. You'll see.
And CasinoGuru can now act as intermediaries. As you can see, the casino people are liars. 
Automatic translation:
Public
Public
1 month ago
Thank you for the further details.
Dear Gransino Casino, to speed up the resolution of this complaint, I would like to ask if you could e-mail me (matej.l@casino.guru) the following:
- message you have received from the player regarding the account closure in August 2025
- reason behind reopening of the account
- player's cashier history showing both deposits and withdrawals made during the time the account has been reopened
With the above, I will be able to determine whether the player protection ruls were broken and if refund should be issued. Thank you for your cooperation.
Public
Public
3 weeks ago
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.
Public
Public
2 weeks ago
Dear PlayerEsp1021,
I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.
First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.
Best regards,
Matej
