The player from Poland requests 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.
GratoWin Casino - Player seeks refund due to account mismanagement.
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GratoWin Casino
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5 days 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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4 days ago
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4 days 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
