The player from Italy had deposited 50 euros into a casino app and experienced multiple game shutdowns while playing, which resulted in the loss of her entire deposit. She requested a refund, arguing that the issues with the app were not her fault, but her request remained under review without resolution. The Complaints Team concluded that there was insufficient evidence of unfair play or technical malfunction, as the provided screenshots showed typical winning and losing gameplay. Consequently, the complaint was closed without a refund being granted from the casino.
GrandClub Casino - Player seeks refund for lost deposit due to game issues.
Amount: €50
GrandClub Casino
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Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
4 weeks ago
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1 month ago
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I deposited 50 euros into an app that took me back to the grand club casino.
I started playing in this app called "fluffy heroes" and the game I played "Majestic winter" would shut down taking my bet of 2.5 euros each.
They smoked all 50 euros out of me in a short time.
Since it was not my fault, because the game in the app closed, I request a refund of my 50 euro deposit.
They can't say that from the history it shows that I bet, it's obvious that it shows, but the app turned off at every spin of the slot machine that I made and then the game reopened and I tried again... and in a few minutes it took all 50 euros of my deposit.
This is not playing but being robbed.
I sent an email to customer support and they replied:
xYour request (24133688) has been received and is being reviewed by our customer support.
This email is a service of GrandClub. Powered by Zendesk .
But they didn't refund me. I want my deposit back because this is not playing.
I'm trying to send you screenshots but it won't let me upload them
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1 month ago
Dear DeliaSole,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Veronika
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1 month ago
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Hi Veronica, I didn't stop playing because in the chat they invited me to play the 0 eur bonus which I lost too.
I send everything I can to your email thanks
Delia
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1 month ago
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Hi Veronika I sent you an email but I still haven't received a reply from your email
Thank you
Delia
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1 month ago
Thank you for your email, and I appreciate you taking the time to share the screenshots with me. Unfortunately, from the information provided, I’m unable to determine if any unfairness occurred during your gameplay. In order to investigate further, it would be extremely helpful if you could provide me with your gaming history from the session in question.
Could you kindly send me a screenshot of your gaming history directly from your profile? Alternatively, you can reach out to the casino and request the gaming history for the day you deposited the 50 € and played with it. If possible, please ask for it in Excel format, as this will help us analyze the session more thoroughly.
Once you have the document, you can forward it to me at veronika.f@casino.guru, and I’ll continue with the investigation as soon as I receive it.
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1 month ago
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Hi Veronika, but in the history it is obvious that the bets and losses are shown. The problem is that when I opened the app it closed and took 2.5 euros per spin of the majestic winter slot game.
The losses are marked there
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1 month ago
Thank you for your response. Did you have any wins from the €2.50 bets you placed?
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1 month ago
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No I lost everything on the night of February 10th from the app, the majestic winter game opened and closed. And it took my 50 euros. Then there was the bonus left to play to try to recover at least my money but obviously given the high multiplier and the very low rtp of the games, I did not recover anything.
They are sending me free spins where I lose of course. I just want my deposit back.
Thank you
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1 month ago
Please send me the game history for the Majestic Winter game that you played on February 10. We need to review whether there were any wins between the bets or if you truly lost on every single spin.
Thank you for your cooperation and patience.
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1 month ago
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Hi Veronika, I'm seeing that the history of the night of February 10th, they deleted it... I'm attaching the deposit I made at 4 am so it would already be February 11th. and the history that starts on February 11th at 7 pm, that is, they only show the games I made with the bonus. You should ask Gran Club casino why you can't see the history of the games I made on the "Fluffy Heroes" app just after the deposit at 4 am. I'm also attaching the deposit I made with the time. And the first page of the history of February 11th, they don't show it before.
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1 month ago
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Hi Veronika, I had a chat that I'm attaching and they told me that even if I don't see the history, you can see the first game I played from the fluffy heroes app, I played majestic winter and they gave me the code of the game where the app didn't work and made me lose everything: 26043610438
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1 month ago
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I continue the chat pages here because you can't send more than 5 attachments:
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1 month ago
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And these last two final pages of the chat with gran club casino:
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1 month ago
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Hi Veronika, there are three chats where I ask for the history with the game ID and they pass me from one operator to another so as not to answer me
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1 month ago
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Hi Veronica, they keep saying that I have to put filters but I assure you that the game history only arrives at 7.16 pm and does not show the game I made at 5 in the morning that took all my deposit money here are their continuous answers
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1 month ago
Thank you for the screenshots you’ve provided. Could you also please send me a screenshot of the filter where you can choose the dates and time for the history you want to view? If possible, could you try setting the date range from 10 February onwards?
Thanks again for your cooperation!
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1 month ago
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Good morning, as I also wrote to them at the casino. I set the date settings and the last game that appears is + February 12 at 7:30 pm as I wrote in chat... but who knows why the game does not appear in the morning at 5 which made me lose everything.
I also wrote to their email support, as suggested by someone in chat, why I didn't see that game and they did ... and they never answered me. What should I do? The history starts from 7 pm of the same day and not from 5 am of the same day where I lost the whole game with majestic winter
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4 weeks ago
Dear DeliaSole,
Thank you for your patience and for providing the detailed information and screenshots. I understand your frustration and genuinely regret the difficulties you've faced. Unfortunately, as we have not received sufficient evidence indicating that something unfair occurred during your gameplay, we must close this complaint.
The screenshots of the subsequent games you played show both winning and losing bets, which is typical in regular gameplay. So far, we have not seen any proof that something unfair took place from the casino’s side. Please note that technical glitches can sometimes be caused by an unstable internet connection or other issues on the user's side.
We understand that this situation is disappointing, but without further evidence of unfair play or a technical malfunction, we are unable to request a refund from the casino.
Thank you for your understanding.
Best regards,
Veronika
