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

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