The player from Germany struggles with compulsive gambling and requested immediate account blocking with Casino GrandWin, but the casino requires multiple documents and a waiting period of 7 days to process the block. As a result, the player lost an additional 850€ due to the delay in blocking their account.
GrandWin Casino - Player's account blocking request is delayed.
Amount: €850
GrandWin Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 24m 46s
Case summary
1 hour ago
Public
Public
6 hours ago
Translation
Hello,
I have an issue with Casino Grandwin. I signed up there because it's not located in Germany (Oasis ban).
I started playing there and lost control again, spending between 500-1000 €. Once I realized what happened, I wanted to immediately block myself to prevent it from happening again. I contacted the live chat, but they refused to block my account. I then sent an email to support requesting a block because I am addicted to gambling. In response, they asked me to send multiple documents and screenshots before they would block my account. This process would take 7 days for my account to be blocked. I didn’t send any documents and instead tried to block the website to stop myself from playing. The issue is, the website block can be easily bypassed, and last night I lost another 850 € because my account wasn't blocked without the detailed documents and screenshots.
This feels like a scam; if they had blocked me immediately as they should have, this wouldn’t have happened. I've asked them again to block my account, but I keep getting the same response!
Could you help me block my account, and what about the 850 € I lost? Can you help me?
Automatic translation:
Public
Public
3 hours ago
Dear Haze13121993,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've been facing with Casino GrandWin, especially concerning the delay in your self-exclusion process and the additional funds you lost as a result.
To better understand the situation and assist you further, I’d appreciate if you could clarify a few points:
- Account Verification: Did you eventually complete the verification process and provide the necessary documents to the casino? If so, could you confirm whether your account has been fully verified by them?
- Account Status: Has your account been blocked by the casino at this point, or is it still accessible? If it hasn’t been blocked, could you share the most recent communication you received from their support team regarding this?
- Request for Self-Exclusion: You mentioned that you contacted live chat and support to block your account but were asked for additional documentation. Did the casino provide any timeline or explanation as to why this information was required before proceeding with your self-exclusion request?
Your cooperation is crucial for us to proceed with your case and potentially help resolve the issue. Without the details you've shared, we will be unable to take any further action. If you have any relevant emails or communication with the casino, please feel free to forward them to petronela.k@casino.guru so that we can investigate this further on your behalf.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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