Grandwin Casino - general discussion (page 2)

Any chance you have created a duplicate account by mistake? It is quite a coincidence that you are accused of opening multiple accounts when other people in the same household use the same computer.

I am just asking because finding the source of the problem usually helps to find the solution as well 🙂

I can't say anything about that. Not for me, but you never know. The account has been closed and we can't do anything. All I have to do is swallow the theft.

Hello.

I would not say this is the end of the story, your complaint is still open. This is important because one of the major parts of the process includes providing proof. It may, however, take some time to get to this point, and that's true, just do not jump to any conclusions now. It's far too early, I'd say.

I imagine you are worried, especially since your account was closed, but it's best to stick with the complaint.

Be positive!

Thank you for good treatment. I'll wait but I don't have much hope that everything is going well. It's true that I feel sorry, but not for the money because of the way they treat people: without any explanation, they have been able to say for what reason they have closed it. Thanks for the help

I believe I understand your point. As I can tell from my experience, unprofessional treatment causes far greater pain than some money... For this day, I'll play the naive and positive one, and we can exchange sides on Monday, hmm? I'm joking, of course. Every tiny smile counts! ✨🙌

Hello,

I have been waiting for a week for grandwin4 to verify my account and process a withdrawal of €2900.

Two days after the withdrawal they asked me for documentation and I delivered everything they asked for, then they asked for additional documentation and finally a selfie photo.

After another 5 days, I am still waiting for a response and from the chat they only tell me that I should wait and that another department will handle it. They do not answer directly by email.

How long did it take to make the payment?

I'm in the same situation.

Hey. I see you've got yourself into quite an unpleasant situation. But just to make sure, is your account fully verified ? Or is the account verification process still in progress along with the withdrawal. 

However, in this case, I would like to point out that we give casinos 14 days to resolve such a situation, as this procedure is very important for both casinos and players. 

Nevertheless, I think the best thing to do would be to cooperate with the casino and if the time period I mentioned passes and still no progress is made, then I would recommend a complaint. 

For now, I would advise you to wait and see how the casino handles your problem and If there is anything new please do not hesitate to let us know. I hope that your situation will be resolved as soon as possible and everything will turn out well.

I can only warn against this casino, everything went well with the game and the first withdrawal, but with the second withdrawal within a week they wanted an 8% fee. When I asked via email to please pause for a month, no response. Then I tried to deposit again as usual with my Visa, and my card was blocked. Of course I asked my bank why, and the answer was that suspicious attempted debits in Mexican currency and various other accounts were blocked for security reasons. I then asked several times for my account to be closed due to gambling addiction, via email and support, who always referred me to writing an email. I did that three times, but no response. Support said that it had to be checked. Hello, you have to react immediately when someone reports a gambling addiction. It's been going on for a week now and I can still get in there. Unbelievably dubious. My bank also warned me about my Visa. Conclusion: BE CAREFUL

Hi, I read your casino experience. 

I found that it was pretty good for you at the beginning, but then it got a bit difficult. 8% fee is probably not the least and it would discourage me from playing here. Also, if I didn't get a response to close my account, because casinos should take this kind of thing seriously. 

Regarding the fact that they blocked your card, I'd say that's still good and you're lucky if the money was to be misused.

However, if you want to explicitly close your account and it doesn't work out, you can contact us and we will try to help. 

And of course thank you for your addition. 

Hi, I was really lucky that my bank reacted immediately but my account is not closed despite repeated requests, it

It would be great if you could help me.

Best regards

Yes, I would also say that as a precaution it is good when the bank reacts. 

Regarding help, I can recommend that you lodge a complaint and hopefully our team will be able to assist you. 

Are you in? 😉

yes definitely

Great, I see you managed to open the complaint. 

Tomas has already asked you some questions, so when you have time, you can write him back. 

I hope it will be easier than when you tried. 😕

Hi, yes thank you, I have already forwarded everything.

Best regards

Hello shanty13, that's great.

I'm sorry to see you ran into some problems. We'll be here for any questions or updates you might have. 

🙏

The same thing happened here. On January 15, 2026, I sent my first request for lifetime self-exclusion due to gambling addiction. There was no response whatsoever. Since February 14, 2026, I've been sending daily emails or contacting the chat to urgently request self-exclusion, but I haven't even received a reply. I've lost €6,000, and my account is still open. I'm offered bonuses daily to entice me to deposit again. I've opened a case, and I'm also banned from the sister casinos due to gambling addiction. Despite seven or eight emails and multiple contacts with support, nothing has happened. They'll probably say it was closed within the 10-day period, but I'm wondering what kind of practices these are, where a problem gambler practically has to beg for exclusion, especially since January 15th. More than 10 days have already passed, they've ruined me and are laughing all the way to the bank. There are many similar complaints; I've also reported it to the authorities. They're not even allowed to accept German players; their license obligates them to exclude those countries. Yet they still have such a good rating here. This urgently needs to be investigated.

Hello, As far as I can see, you also faced some problems with SE requests at other casinos. I'm sorry those practices have not been working well for you. I would assume your complaints help the community recognize the difference between adequate casino reaction and useless practices.

I bet we all know that players from your country should only play at casinos licensed under the GGL, so may I know whether you checked its license beforehand? I truly recommend that, specifically for the reason you mentioned. Since you admitted to a gambling addiction, are you familiar with OASIS, please?

(As a central registry, OASIS allows players to voluntarily block themselves from both land-based and online gambling venues. The system also offers the options for referrals for exclusion by family members or operators.)

I'm registered with OASIS, but unfortunately it's not possible to block myself from all casinos worldwide, otherwise that would be the first thing I would do.

The good rating here didn't lead to any issues with the casino, however, I really think it's unacceptable that you have to send dozens of emails and chat requests when you ask for self-exclusion. My account is still open, I haven't received any response from the casino since January 15th, and that's hardly a reasonable procedure.

So, you are registered; thank you for saying that. And yes, sadly there is no direct or easy way to completely self-exclude from all the casinos/operators.

I also agree that decent casinos should consider account closure due to gambling addiction as a very important matter and thus any avoidable delay should be avoided.

Your description really sounds like a real problem. I'm glad you complained and hopefully all those casinos will appreciate the opportunity to receive a few tips regarding account closures.