Grandwin Casino - Player's account closure is delayed.

The casino refuses to close my player account.

After repeated requests to close the account, I received a response that the account would be closed.

It's been 7 days waiting for the closure, and still nothing has happened.

After repeated inquiries to the online support, I receive no reply.

Another problem is the misuse of the player account - although I informed the casino staff that the account was likely compromised, I have not received a response, and they were not able to even block the account.

I genuinely do not want to play anymore. I'm mentally exhausted, especially because of this casino where there is no functioning RTP return system.

I really don't know what to do anymore because I can't save my settings for the limits (possibly intentional so that I keep losing money).

In this thieving casino, I have already lost everything, and now I'm borrowing money from loved ones only to have it devoured by this thieving casino.

Dear 6o4521467,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Grandwin Casino.

From the description of your issues, it seems the best option for you would be to self-exclude in the casino due to gambling problems.

You should be able to do so following the information found here: https://www.mfcr.cz/cs/kontrola-a-regulace/hazardni-hry/rejstrik-vyloucenych-osob-rvo/pro-verejnost

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain in which way your account has been abused? Is there any evidence you might share?
• Have you unsubscribed from the casino's marketing communication?
• Could you please explain what the disputed amount of Kč140000 represents in your situation?
• Could you please share with me your communication with the casino, especially your request for account closure?

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear 6o4521467,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.