The player from Poland requested mediation to recover his deposits from GratoWin Casino after they failed to close his account despite repeated requests. Instead of adhering to responsible gambling practices, the casino's VIP department manipulated him with offers to keep his account active, leading to further losses. We reviewed his earlier closure requests and found that he only complained about withdrawal times, withdrawal limits, and game experience, not gambling addiction or another responsible gambling issue. His first valid self-exclusion request was sent later, after the disputed deposits had already been made, so we rejected the complaint and could not ask the casino to reimburse the winnings.
GratoWin Casino - Player seeks refund due to account mismanagement.
Closed
Our verdict
Other
Amount: 1,800 zł
GratoWin Casino
Safety Index 3.2 Very lowCase summary
Discussion
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3 weeks ago
Translation
I am requesting the intervention of a mediator to recover my deposits from GratoWin Casino. I have repeatedly sent official emails requesting the permanent closure of my account in order to stop playing. The operator was under an absolute obligation, under their license, to immediately block my profile. GratoWin Casino blatantly violated their Responsible Gambling policy and ignored my requests. Instead of blocking my account, their VIP department (manager Vicky) engaged in predatory marketing, offering me bonuses and free spins to force me to cancel my account. Due to these illegal practices, I was manipulated and made further deposits after the date of my account closure request, which I lost. Attached are full proof: my email to support requesting account closure (with the date shown), the response from the VIP manager offering the bonus to keep me playing, and the history of deposits made after that date. I demand a full refund of all these deposits from GratoWin.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear szychalec,
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 due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.
Could you please clarify if you specified the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino as original emails (preferrably as attachments in the eml format), along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Is your account still accessible, or has the casino closed it in the meantime?
Thank you in advance for your cooperation.
Best regards,
Veronika
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3 weeks ago
TranslationI sent an email asking for my account to be closed without a reason, citing the long withdrawal time, etc. They always offer bonuses, but the account is still active and there's no intention of closing it. The account is a VIP Platinum level, so that's probably why they're making such a big deal.
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2 weeks ago
Thank you for your reply and for the emails.
When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.
Example:
Email subject: Self-exclusion due to gambling addiction
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings GratoWin Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded 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."
Please send another email to GratoWin Casino, add my email address to CC (veronika.f@casino.guru), and keep me informed about any further developments. Thank you in advance.
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1 week ago
TranslationThank you for your help and preparing the template. I have sent the official self-exclusion message to GratoWin exactly according to your instructions. I have added your email address ( veronika.f@casino.guru ) for the attention (CC) of this email. I am awaiting immediate account blocking and assistance in recovering my funds.
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4 days ago
Dear szychalec,
Thank you for your cooperation and for providing the requested emails.
I have reviewed the correspondence you submitted. Unfortunately, the account closure requests you sent to the casino before the disputed deposits did not mention gambling addiction, a gambling problem, loss of control, or any other responsible gambling concern. When the casino asked why you wished to close your account, the reasons you provided related to withdrawal times, withdrawal limits, and your experience with the games.
For this reason, we cannot consider those earlier messages valid self-exclusion requests due to a gambling problem. Although the casino subsequently offered you bonuses in an attempt to keep you as a customer, it had not been informed at that point that you were experiencing gambling-related harm.
The first documented request in which you explicitly stated gambling addiction was the self-exclusion email you sent later following our instructions. The casino subsequently confirmed that your account had been closed. As the deposits you are requesting to have refunded were made before this valid self-exclusion request, unfortunately, we are unable to ask the casino to reimburse them.
For these reasons, I must reject your complaint.
Since you have mentioned gambling addiction, I would also strongly recommend taking additional steps to prevent access to gambling sites. You can find more information through our Global Self-Exclusion Initiative. Another useful option is BetBlocker, a free tool provided by a UK-registered charity that can block access to thousands of gambling websites across multiple devices. It can be configured either as a complete restriction or for selected periods when you feel particularly vulnerable; the setup is quick, it works quietly in the background, supports multiple languages, and can be used anonymously.
Please note that BetBlocker may also block gambling-information websites, including Casino Guru. If you still need access to Casino Guru resources or have an ongoing complaint, please leave the Casino Guru blocking option unchecked during setup.
Kind regards,
Veronika
