Gransino Casino - Player was able to access the account that should have been closed.

Account war geschlossen wegen Spiel sucht und heute habe ich festgestellt das ich trotzdem spiel kann habe 1230 euro verloren bitte um euro Unterstützung

Dear besarion,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Das ist schon länger her ich habe mehrere casionos geschlossen

Thank you for your reply.

I understand that the events you mentioned took place some time ago and that you may have closed several casino accounts. However, in order to investigate your case properly and determine whether the casino acted in line with responsible gambling practices, we do need some form of evidence—such as emails, screenshots, or any confirmation of your account closure or self-exclusion request.

Without this information, it’s very difficult for us to support your claim or follow up with the casino effectively.

If you're able to find any such communication, even if it's old, please forward it to me at veronika.f@casino.guru. I’ll do my best to help from there.

Thank you for your understanding.

Dear besarion,

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.

Dear besarion,

We can see that once you informed us the difficulties you are facing with control over gambling, we followed the internal procedures correctly and your account was closed immediately as per your request. 

Therefore, we are not liable for any refund request.

Our team wishes you the best!

Best regards,

Gransino team

Sehr geehrte Damen und Herren Mein Account war schon länger geschlossen und ihr habt es wieder eröffnet weil ihr nicht mehr wisst wie ihr den leuten das geld aus der Tasche zieht ich verlangen ein Rückerstattung oder ein Vergleich

Dear besarion,

Can you please provide us with the ticket ID when you first stated your difficulties with control over gambling?

Then we can take a closer look at it!

Thank you for you cooperation.

Best regards,

Gransino team

Ich habe leider alles gelöscht

Dear besarion,

You informed us about difficulties with control over gambling on the 16th of March and the account was closed accordingly the same day.

Therefore, we kindly ask you for a ticket ID that shows us that this was informed before the 16th of March.

Kind regards,

Gransino team

Ich habe alles gelöscht

Weil ich nicht will das jemand es liest zuhause

Ich bin süchtig deswegen bitte ich um Rückerstattung

Um so schneller Erstattung um so schneller ist der Fall geschlossen

Ich bin froh das es jeder mit lesen kann

Um ein Vergleich zu schließen schreiben Sie mir privat besomari01@gmail.com

Dear Veronika,

Unfortunately, we cannot find any evidence that player informed us about difficulties with control over gambling before the 16th of March.

We appreciate the cooperation.

Best regards,

Gransino team

Sehr geehrte Damen und Herren Ich habe das geld am 01.05.2025 bis 26.05.2025 verloren mein Account war geschlossen

Leider konnte ich wieder spielen was nicht hätte sein können Daher bitten den Text von Gransino Team lesen in März war mein Account geschlossen

Hier der Text 2 mal wiederholt sich März

Lieber Besarion,

Sie haben uns am 16. März über Schwierigkeiten mit der Spielaufsicht informiert und das Konto wurde noch am selben Tag entsprechend geschlossen.

Daher bitten wir Sie um die Vorlage einer Ticket-ID, aus der hervorgeht, dass die Meldung vor dem 16. März erfolgte.

Mit freundlichen Grüße,

Gransino-Teamq

Dear Gransino Casino Team,

Thank you for getting in touch with us and providing us with more details regarding the player's case.

Dear besarion,

The casino informed us that you have been self-excluded since March 16. Could you please clarify if you used the same account in this casino to log in and play between May 1 and May 26, or did you create a new account?

Guten morgen Veronika es ist das selbe Konto [email hidden by Casino Guru] damit bin ich registriert

Mit freundlichen Grüße B.

Have you requested for your account to be reopened after it was closed in March?

If you used your account in May — including making deposits, playing, and losing funds — do you have any evidence to support this? For example, emails from the casino confirming your deposits, or messages welcoming you back into your account, would be helpful. If you have such evidence, please forward it to me at veronika.f@casino.guru.

Please note that without any supporting documentation from your side, we won’t be able to pursue this case further.

Es sollte Gransino meine Daten bereit stellen ein und auszahlung

Über paysafecard habe ich auch bezahlt

Ich habe das casino angeschrieben wegen Datenschutz und Einzahlungs verlauf und Protokoll

Und das haben die mir zurückgeschrieben

Wegen Datenschutz und Einzahlungs Protokoll

Dear Veronika,

We have sent you an email.

Best regards,

Gransino team

Dear besarion,

Thank you once again for your responses and for sharing additional details about your case.

After reviewing all the available information and receiving further clarification from the casino, we’ve confirmed that your request to close the account due to gambling-related issues was submitted on 16 May 2025. The earlier mention of "16 March" was an error on the casino’s part, which understandably caused some confusion.

The deposits you referred to were made on 15 May 2025, prior to your request for account closure. According to the records provided by the casino, your account was closed promptly on 16 May, and there is no indication that it was reopened afterward.

Unfortunately, since you were unable to provide any evidence showing that you requested the account to be closed or self-excluded before 16 May, we are unable to confirm any failure on the casino’s side to uphold responsible gambling obligations.

For this reason, we must reject this complaint as "insufficient evidence from player."

We appreciate your understanding and wish you strength and support in overcoming the difficulties you’re facing.

Best regards,

Veronika

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

We’ve reopened this complaint at the request of besarion. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear besarion

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, Igor (igor.p@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,

Veronika

Dear besarion,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Gransino Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Gransino Casino representative to join this conversation and participate in resolving this complaint, after this case was reopened.

Dear Gransino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Igor was ich noch mitteilen wollte ist Protokoll verlauf würde gelöscht ich meine damit vor dem 15.05.2025

Nun die Sache ist das ich den Account vorher schon geschlossen hatte Account würde am 15.05.2025 wieder eröffnet

Casino hatt zwar alles gelöscht aber eine Sache vergessen zu lösch die haben zwar ein auszahlung gelöscht aber der spiel verlauf noch da von 07.04.2025

Screenshot lege ich bei

Account ist immer noch offen

Dear besarion,

I would like to ask you to reply only to specific questions or share necessary information.

Writing many messages without added value makes the thread less clear and actually makes my work more difficult.

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.

Lieber igor du hast mir schon oft genug geholfen im Gegensatz zu anderen nun möchte ich dir auf deine letzte Nachricht antworten ich habe dies bezüglich gepolstert weil ich euch damit zeigen möchte das Gransino 3 mal gegen agb Verstoßen hatt nach letzten Angaben von Gransino würde mein Account wieder geschlossen es steht schwarz und fett geschrieben warum ist den mein Account nun offen nun igor ich habe auch das letzte mal recht gehabt

Ich bitte dich das casino aufzufordern 1550 euro zu erstatten

Mit freundlichen Grüßen [redacted by Casino Guru]

Dear besarion,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor