The player from Greece faced issues with her account at Gransino, having requested account deletion due to concerns about the casino's safety and poor reviews. Despite her requests for closure, the casino avoided this action and sent her promotional materials. The Complaints Team confirmed that her account had been closed, but noted that the casino retained her personal data for five years, which she found concerning. The complaint was closed as the account closure had been completed, and the team advised her to seek further information on data security from other players on our forum.
Gransino Casino - Player's accounts remain open against her request.
Closed
Our verdict
Other
Amount: ??
Gransino Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Good evening, I am facing a serious problem with 2 casinos. GRANSINO and TRUELUCK. Don't tell me much, it gave me a sponsor and I said to try to make an account without looking further. I made a total deposit of 40€ and the message that came to my banking was very strange and did not mention the name of the casino anywhere and this worried me. After that I looked into it a little more and realized that they have extremely bad reviews and that it is not safe. This stressed me even more, so I asked both casinos to delete my account and the data base of GTPR (I wrote a corresponding email) where both casinos avoid closing my account and send me a welcome bonus.
In the last few days I have also been receiving calls and emails from other casinos and foreign countries (something I didn't have before.
It means I have also blocked the card from which I made the deposits.
I would like you to please help me by finally closing the accounts and ensuring my data is secure.
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.
I checked the account closure options and found this:
3.7 Closure of your account: You may request the closure of your account at any time by sending an email to customer support at support@gransino.com. subject to the following conditions:
You can only close your account if it has no remaining balance (positive or negative) and no pending withdrawal requests.
In case you want to close your account with a positive balance or/and pending withdrawal requests, all the funds on your account will be voided.
3.8 Self-exclusion request: you can contact the customer service via e-mail: support@gransino.com, and we will assist you in closing your account. Furthermore, it is your responsibility to notify the Company of any other accounts you may have with us, and to refrain from opening any new accounts. The Company shall not be liable for potential losses on other accounts. We are not liable for any losses or damages which could be potentially caused by gambling.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that you contacted the support of the casino and requested account closure already? Have you specified the reasons for account closure?
- Have you unsubscribed from the casino's marketing communication?
- Could you please share your attempts for account closure with me? Send the information to my email at tomas@casino.guru for review.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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8 months ago
TranslationGood morning, I have received a response from gransino stating that my account has been closed, however they sent me another email stating that my personal data will remain there for 5 years. Which is not reassuring at all because I do not trust my data there, I will also attach the screenshot of the email I received.
I haven't received any response from True Luck yet.
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7 months ago
Thanks for your update.
Please note each compliant thread concerns one online casino exclusively. In this case, this thread is assigned as a complaint against Gransino Casino.
If you have an issue with a different casino we might assist you with, kindly file a complaint for each online casino separately.
Regarding the casino keeping your data, this is not something we can influence or ask the casino to act differently. At the same time, we cannot penalize the casino for this practice.
You may try asking other players for advice on the topic of data security on our forum https://casinoguru-int.com/el/forum/geniki-sizitisi-gia-ta-tyxera-paixnidia
Since your account has been closed, the complaint will be closed as a result. I hope similar issues will avoid you in the future.
