Gransino Casino - Player's account remains open despite closure request.

I have requested Gransino close my account due to gambling addiction multiple times. I jave emailed complaints and support and reached out to their support on several occasions.

I have lost thousands to them since. I dont even need care about the money back but I do want them to close my account forever. These people don't care about anyone.

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Dear jercham777xxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy 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.

• Are you still able to access your account?
• Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

I have made multiple requests using this email and suggesting I have a gambling problem just to expedite and my account is still open.

Dear jercham777,

Thank you for your reply and for providing the previous details.

Could you please provide the account closure requests that you sent to the casino? Without this evidence, we will be unable to proceed with your case.

• Has the casino replied to your request?
• Could you provide any additional communication you had with the casino, such as screenshots, emails, or chat records?

You can send all relevant documents to my email: petra.h@casino.guru, or post your screenshots directly to this thread.

In the meantime, I want to help you correctly submit your self-exclusion request in the future:

• Clearly state the reason why you want your account to be deactivated.
• Specify the exact time period of the exclusion.
• Make sure the email subject line is clearly marked and easy to recognize, as support teams often handle a high volume of emails daily.
• Always save a copy of your self-exclusion request (sent email, chat transcript, or screenshot). Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example of a self-exclusion email:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

• First name:
• Last name:
• DOB:
• Casino login:
• Email address:

"Greetings Gransino Casino,

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

The reason for my decision is 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."

If you have not clearly informed the Casino about your gambling problem, please send another email to Gransino Casino and keep me informed about any further developments.

Thank you again for your cooperation.

Dear jercham777,

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,
Petra
Casino.Guru