Gransino Casino - Player’s account remains active after self-exclusion request.

I requested the immediate closure of my Gransino account due to gambling addiction on August 4th, 2025 at 03:20 EEST. I repeated this again later in the morning at 07:21.

Despite my clear message, Gransino failed to close my account. As a result, I was able to continue gambling, and I lost:

Over €1,000 after my self-exclusion request

€12,425 in winnings that I had in my balance at the time

A total of €4,000 in deposits on the platform

I have attached screenshots proving my win, my balance (€12,425.18), and the email in which I requested self-exclusion due to addiction.

This is a serious violation of Responsible Gambling policies, and I respectfully ask Casino Guru to support my case and help me recover the amount lost due to the casino’s negligence.

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 a few questions to help clarify your situation:

• Has the casino closed your account, or is it still open? Please note that processing a self-exclusion request may take several working days, as the account is closed manually.
• When exactly did you first inform the casino about your gambling addiction? Was it on August 4, meaning yesterday?
• Have you completed full KYC verification?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly.

Stay safe.

Dear Veronika,

Thank you for your response and support.

Please find my answers below:

The account status: The casino has not closed my account. It remains open.

Date of gambling addiction disclosure: I first informed the casino about my gambling addiction and requested immediate self-exclusion via email on August 4, 2025, at 03:18 (early morning). I have attached a screenshot of this message as proof.

KYC verification: Yes, I have completed full KYC verification with the casino.

Unfortunately, despite my urgent request, the casino did not close my account immediately. As a result, I was still able to access the platform and continue gambling after that point, which caused significant harm.

Please let me know if you require any further details or documentation.

Thank you again for your help.

Best regards

Thank you for your response. Have you received any new replies from the casino in the meantime? If so, kindly forward them to me at veronika.f@casino.guru. If your account was closed in the meantime, please specify the exact date of the closure. I appreciate your patience and cooperation.

Hello Veronika,

My account was closed, but no refund has been issued.

Kind regards,

Anna

Thank you for letting me know. When exactly was your account closed?

My account was closed on 11th August

Could you please confirm how many deposits you made between 4 August and 11 August? Additionally, if possible, could you provide the exact dates and amounts of these deposits? This information will help us review your case more thoroughly.

I have made 1800€ deposit these days

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello SafePlayer22, 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.

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 any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear All,

Thank you for reaching out to us.

We are currently investigating the case with the relevant department.

Once we have an update, we will let you know.

Best regards,

Gransino Casino Team

Dear All,

After investigating the case with the relevant department, we have concluded that the player's account was closed on 05/08/2025.

Unfortunately, even though it was the next day, more than 24 hours had passed, so we are willing to refund the player their deposits made after the 24 hour window we have for closure as per our policies, which is 80 euros.

Regarding the player's winnings, they were bet in the casino before the player requested closure, so before the 04/08/2025.

Dear Matej, we have emailed you the evidence regarding the date of the account closure.

Dear SafePlayer22, we have emailed you the offer, please let us know if you accept. We have requested your bank info, so in case you accept the offer, please forward the details on the same thread to proceed with the refund.

If you have any further questions, please let us know.

Best regards,

Gransino Casino Team

Dear Matej,

Dear Gransino Casino Team,

Thank you for your response and the offer provided. However, I must respectfully reject the proposed refund of €80, as it does not address the extent of the issue or the losses incurred.

I requested the permanent closure of my account on 04/08/2025. From that moment, Gransino Casino was obliged to immediately block my account and prevent any further deposits or gambling activity. Instead, I was allowed to continue playing and depositing, which resulted in:

Additional €1,800 in deposits made after my closure request.

The loss of legitimate winnings of approximately €13,000, which I was prevented from withdrawing due to your failure to act promptly.

Your reference to a "24-hour closure policy" is unacceptable and does not align with responsible gambling standards. According to international best practices, self-exclusion and account closure requests must be implemented immediately, not with a delay that exposes the player to further losses.

For this reason, I kindly but firmly insist on:

A full refund of all deposits made after my account closure request.

A review and reimbursement of the winnings that were lost as a direct consequence of your failure to act on time.

If this matter cannot be resolved fairly, I will have no other option but to escalate it further through Casino Guru’s complaint resolution process and to the relevant regulatory authorities.

I kindly ask Casino Guru to continue assisting with this case.

Best regards,

SafePlayer22

I would like to thank the Gransino Casino Team for providing the evidence of blocking the account on the 5th August. I have also requested further details regarding this issue, and am awaiting the response. Once i get it, I will post an update in this thread as well.

Dear SafePlayer22, while waiting for the casino reply, I would like to clear out some confusion regarding the self-exclusion and player protection, to be able managing your expectations accordingly.

Your reference to a "24-hour closure policy" is unacceptable and does not align with responsible gambling standards. According to international best practices, self-exclusion and account closure requests must be implemented immediately, not with a delay that exposes the player to further losses.

From the evidence provided by yourself, your first message from 4th August was just asking for blocking the account, with no mention of gambling addiction. Only some time later you have made the casino aware of the addiction. I understand there may be some time discrepancy due to the different time zones and since the message was sent in the early hours of the morning at your end, it could be still 3rd August for the casino staff.

However, 24 hours does not mean instantly. Casino staff is dealing with dozens of requests at any given time and it is impossible to receive and deal with all the requests instantly. While I appreciate that the gambling addiction needs to be dealt with top priority, casino still has the right to deal with such urgent requests within 24 hours. That does not imply the word "instantly" at all and as I mentioned, would be impossible to do.

Since you have not waited even the 24 hours, anything you have deposited within that time frame is non-enforceable. It would be very easy to abuse the self-exclusion rule by asking for the account block, then quickly depositing thousands and expecting to be either paid the winnings or refunded the deposits. This is what is called "free betting" and is considered fraudulent behaviour, that gives the casino right to confiscate the whole balance. While I am sure this is not your case, I hope this helps to explain why anything deposited within the period the casino needs to close the account, is impossible to request as a refund. However, if the casino voided any balance when closing your account, or any deposits made after the 24 hour timeframe - I will do all I can to get it refunded to you.

The loss of legitimate winnings of approximately €13,000, which I was prevented from withdrawing due to your failure to act promptly. For this reason, I kindly but firmly insist on: A review and reimbursement of the winnings that were lost as a direct consequence of your failure to act on time.

Can you please explain this to me? Did the casino void your 13,000€ balance upon account closure? And when was this balance accumulated? Was it before the account closure, within the 24 hours closing period, or after that? Can you provide further screenshots or some other evidence, please? Thank you.

Dear Matej,

I have emailed you already.

If you have any further questions, please let us know.

Best regards,

Gransino Casino Team

Thanks to the Gransino Casino Team for providing requested details. I have responded to the message.

Dear SafePlayer22, according to the statements received from the casino - and the evidence provided by yourself - the self-exclusion message has been sent on 3rd August, according to the casino time zone. Your account has been closed on the 5th August, which is after the casino-promised 24 hour period, and they are willing to refund any and all deposits (minus any withdrawals and winnings) you have made after the time period has passed.

However, anything withdrawn, played or deposited during the 24-hour period is non-refundable. This is to protect the casino from players misusing the self-exclusion procedure for so-called "free betting". I have requested information regarding your current balance at the time the account should have been closed, and the amount of deposits made after the supposed closure. This is the only amount I will be able to request for a refund, and will update you as soon as I hear back from Gransino.

Dear Casino Guru,

Thank you for your update and for clarifying the procedure. I understand that the refund will cover only the deposits made after the 24-hour period following my self-exclusion request, minus any withdrawals or winnings.

I will be waiting for the details from Gransino Casino regarding:

My exact balance at the time the account should have been closed, and

The total deposits made after the 24-hour period.

Once this information is confirmed, I understand that the final refund amount will be calculated accordingly.

Thank you again for your assistance.

Kind regards,

SafePlayer22

Dear Matej,

We have responded to your email.

If you have further questions, please do not hesitate to let us know.

Best regards,

Gransino Casino Team

Thank you for the details and the confirmation, Gransino Casino Team.

Dear SafePlayer22, according to the casino support team, the balance has been played before the 24 hour closure period and the deposits made afterwards are only 80€ in total. I have requested to see the gameplay history for confirmation. But if that is true and you are accepting the casino's refund, you can just let me know here (or via e-mail matej.l@casino.guru) to speed things up. Cheers.

Hello Matej,

Thank you for your message. Before I can confirm anything, I would like to see the full history of all deposits I have made on this account. Please provide me with a complete list of every deposit associated with my profile.

Kind regards,

Dear All,

We have forwarded your requests to the relevant department.

Once the reports are ready, we will email them to both of you.

Best regards,

Gransino Casino Team

Dear Gransino Casino, you can e-mail me player's gameplay and cashier history as well, for confirmation. Thank you.

Dear gransino casino we are still waiting for your response

Dear All,

We apologize for the delay and truly appreciate your patience. We are currently ensuring that everything is in order and will get back to you both as soon as possible with the data requested.

Best regards,

Gransino Casino Team

Dear All,

We apologize for the delay and sincerely appreciate your patience. The requested data has now been sent to you via email, please check your inbox at your earliest convenience.

Should you have any further questions or need additional clarification, please don’t hesitate to contact us.

Best regards,

Gransino Casino Team

I am contacting you regarding my account and the deposits I made on August 4 and August 5.

For the sake of fairness, I kindly request a refund of the amounts deposited on these two dates. Given the circumstances surrounding my case, I strongly believe that this is the fair and reasonable resolution.

I would appreciate your confirmation and the next steps regarding this request.

I would like to thank the Gransino Casino Team for providing me with the player's deposit and playthrough history.

Dear SafePlayer22, after checking the above mentioned data, I can confirm you have gambled away all the 13,000 balance on the 3rd August, well before sending the self-exclusion request and before the 24-hour closing period has elapsed. There is nothing that can be done to get them back, I'm afraid.

As for the deposits, anything deposited within the 24-hour closing period is also non-refundable, as explained before, therefore no deposits made on 3rd and 4th August are refundable. However, as the casino stated themselves, since your closure happened later than indicated by the Responsible gambling page, you are eligible for 80€ refund, which is four deposits in total that have happened after the time your account should have been closed.

I will keep this complaint open until the casino confirms the refund has been processed on their end, and you yourself confirm reception of the said amount. If you have any other questions in the meantime, I will be more than happy to answer them.

Thank you for your message and for clarifying the situation. I understand your explanation regarding the €13,000 balance and the deposits made on August 3rd and 4th.

However, I must respectfully disagree with the conclusion that only €80 should be refunded. The key issue here is that my account closure and self-exclusion request were not handled properly and in a timely manner by the casino. According to the Responsible Gambling policy, my account should have been closed immediately after my request, preventing me from continuing to gamble and deposit further.

Because the casino failed to act within the indicated timeframe, I was still able to deposit and lose significant amounts of money after my self-exclusion request. This is a clear breach of responsible gambling practices and player protection.

For this reason, I believe that the compensation should reflect not only the €80 admitted by the casino, but the full amount of deposits made after my request for self-exclusion. I kindly ask you to reconsider this matter in light of the casino’s responsibility to protect players once such a request has been made.

I appreciate your support and look forward to your reply.

Dear SafePlayer22,

Thank you for your message and for sharing your concerns.

According to our records, as well as the evidence you have provided, your self-exclusion request was submitted on 3rd August, Your account was closed on 5th August, which unfortunately exceeded the 24-hour period we aim to respect.

As a result, we have reviewed your case carefully. While we believe our actions were in line with our policies, we acknowledge the delay in closing your account.

Therefore, as a goodwill gesture, we are offering a refund of €80, which represents the deposits made after the 24-hour period had passed.

We kindly ask you to provide your bank details so that we may process the refund. 

Best regards,

Gransino Casino Team

Dear SafePlayer22, I would like to emphasise that every casino has at least 24 hours to close the account, even in case of self-exclusion. This does not in any way, shape or form imply words like "immediate" or "instant". There are certain administrative tasks to be performed with every account closure and while in cases of gambling addiction the process is sped up significantly, it still does not imply instantaneous closure. That's why anything deposited in the 24-hour period the casino has to process the request is non-refundable. It's to protect the casino from so called "free bettors" who would otherwise request self-exclusion, instantly deposit large amounts of money and then either cash out on winnings or have their deposits refunded. Which is against fair play, as you surely can understand. I hope this makes the situation clear.

Please, let us know once you provide the casino with your payment details, so they can process your refund. Thank you.

I have provide the bank details and I ama still waiting

Thank you for the confirmation. Dear Gransino Casino Team, please let us know once the payment has been processed on your end.

Dear all,

We’re pleased to inform you, that a goodwill gesture refund of €80 was successfully processed from our side, on September 11th, 2025.

Kindly note that it may take a few working days for the funds to be reflected in your bank account, depending on your payment provider’s processing times.

We sincerely appreciate your patience and understanding throughout this process.

 

Best regards,

Gransino Casino Team

 

I would like to thank the Gransino Casino Team for keeping us up to date, and dealing with the issue promptly.

Dear SafePlayer22, please let us know once the refund has been received on your end.

Dear SafePlayer22,

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,
Matej
Casino.Guru