Gravira Casino - Player's account remains closed after self-exclusion.

Basically i registered in this online casino Gravira. I dont accept bonus or anything i play two things only which is black jack and roulette.

I deposited $50 at first and lost. Then deposited $100. Luck was on my side and won $600 cad

I decided to take a time out so i self excluded myself for one week. July 24 2026 for 7 days.

I tried to withdraw through support they said I can't withdraw till i give a few documents. Which i did and they said congratulations i am now verified. But they said i can't withdraw till my 7 day self exclusion has ended. Of course no problem i waited.

So 7 days had passed. Im still locked out of my account..i messaged support and they said my self exclusion has ended and i can log in. I tried many times and it still says i can't access my account.

I messaged support , forwarded me to tech support. They told me to try many things like

Clear cache, try a different laptop / phone, Internet provider, try logging in to a different browser. Which i did all of it and still can't log in.

Still says im self excluded so I'm pretty sure its on purpose now to prevent a withdrawal.

Every email is the same. If we find a resolution we will email you as soon as possible. They claim its on my end but clearly they just wont let me in my account..i did not break any rules since i dont accept bonuses. I dont have numerous accounts. I have the email from support saved. Also Print screened my log in.

Please help, thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted customer support to ask about the exact date when your account should have been unblocked? Are you sure you selected a 7-day self-exclusion period rather than a 30-day self-exclusion period?
• Could you please forward me the communication between you and the casino customer support regarding the verification of your account and the issue with reactivating your account after the self-exclusion period ended? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Casino Guru and Player,

Thank you for your patience while we conducted a detailed review of this case.

We can confirm that the player submitted the requested verification documents on August 8, 2026, and the account was successfully verified on the same day.

Following the expiration of the temporary self-exclusion period, the player continued to receive a self-exclusion restriction message when attempting to log in. Our support team reviewed the account status, requested screenshots of the error, provided standard troubleshooting recommendations, and escalated the matter to our Technical Team for further investigation.

As the initial troubleshooting steps did not resolve the issue, the case was forwarded for additional technical review. After the necessary checks were completed, the access issue was resolved. On August 17, 2026, our support team confirmed that the player was able to log in successfully.

We sincerely apologize for the delay and the inconvenience caused. We would also like to clarify that the login issue was technical and was not related to the player’s completed verification or intended to prevent the withdrawal of funds. The player can now access the account and proceed with a withdrawal request.

We have attached screenshots of the relevant correspondence and technical case history confirming:

submission and successful review of the verification documents;

expiration of the temporary self-exclusion period;

the login error reported by the player;

communication and troubleshooting provided by our support team;

escalation to our Technical Team;

successful restoration of access to the account.

Best regards,

Gravira Casino Team

Dear Beltran401,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Beltran401,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika