GrandWin Casino - Player's account closure request is ignored.

I requested account closure due to gambling addiction and attach the email from September 19th. Same old story, they ruin people's lives... they never responded and did not proceed with any closure. In the meantime, I have deposited about 300 euros more.

Dear luxor83,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Dominika

They always do this they ruin people. I have attached the email I sent to them. I sent to your email

Hello luxor83,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear luxor83, please cooperate with the casino and provide the requested documents.

But I sent account closure emails for gambling addiction from the email registered to their gaming account...in the meantime that we waste time I continue to deposit and lose and in any case the other emails pretended not to respond

Dear luxor83, you need to understand that this is for your own good. If you provide only your email address during the self-exclusion process, you can easily create another account in the future using a different email address. None of the serious and licensed casinos take KYC lightly. So if you want to exclude yourself, please, in your own interest, cooperate with the casino and provide the required documents.

Dear I sent an email with all the requested documents... but maybe you didn't understand the situation... I am a compulsive gambler and in the meantime that I asked for the exclusion and you say I had to send the documents I paid another 800 euros... the casino had to close the account and in the meantime wait for my documents to exclude me from any other possible registrations... they do it on purpose not to close I just want my money back because they didn't close my account I need help from you thanks

Dear luxor83, has your casino account already been closed?

No dear it's open and I continued to pay and lose... I took all the screenshots of how much I lost since I asked for the closure and they pretend nothing happened... they have to give me back my money since I asked for the closure... dear please help me

Can you contact the casino to get my money back? By law they had to close the account after my request please

Thank you very much, luxor83, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Can you contact me immediately I am desperate I deposited more than 1000 euros after having requested exclusion for gambling addiction. They must return them to me

Dear luxor83,

My name is Kubo, and I will be your point of contact as we work to resolve your complaint. I sincerely apologize for the situation you’ve faced and am dedicated to finding a swift and satisfactory solution with the casino.

If there have been any updates regarding your case since our last communication, please share them with me. Additionally, could you kindly provide proof that you have submitted the requested documents to the casino? It’s standard practice for online casinos to request verification documents before permanently closing an account.

I would also like to invite representatives from Wild Casino to join our discussion, as their input could be invaluable in resolving this matter.

Dear GrandWin Casino,

Could you please provide detailed information regarding this case? Are there any updates available?

Thank you in advance for your prompt response.

Best regards,

Kubo

I have all the screenshots of the payments made since September 19th after my request to close for gambling addiction or anyway since October 6th when they replied that they had closed the account and to send the requested documents to prevent me from opening other accounts... but the account has always remained open... they basically get people killed, at least you do something?

My money dear, who will give it to me now? Today after your intervention they magically closed the account by sending me an email... my money after having asked for closure and sent emails saying that I was a compulsive gambler, who will give me my money back?? Contact their dealer? They are killing me like this

Hello, Kubo

We trust you understand, that self-exclusion is delicate matter and for that sole reason, we have specialised team to handle such requests as well as dedicated email address where such requests should be submitted - customercare@grandwin.com in a clear and understandable way.

The user did request self-exclusion on the 6th of Oct via our official mail, but did not further comply with our verification process, and has send the requested documents in separate thread on the 12th of Oct. After further review, the account was excluded on the 14th, please note though, that we have attempted to reach out to the user twice (on the 7th and on the 10th of Oct)

It is important to note that the account was excluded within the designated as per our T&C timeframe, and that during the self-exclusion the player assumes responsibility for all account activities. 

Regards, 

GrandWin Casino Team

Dear kubo I leave you to read the response of these scam casinos....that kill people....on September 19th I attached a screenshot of the email sent to the support address and not the dedicated one saying that I am a compulsive gambler...but no response...instead on October 6th after saying that I had contacted you they replied to send the requested documents to the dedicated address.....so basically one writes to the dedicated email that I am a compulsive gambler and that I am about to get worse and instead of closing the account immediately and then requesting for security to send the requested documents to avoid future registration on the same casino chain...what do they do they leave the account open? Obviously if one writes I am a compulsive gambler overall they know that in the meantime one continues to deposit and lose. Dear kubo I expect from you a clear decision towards this scam casino and also to contact their dealer they are killing me

During self-exclusion the user assumes all responsibilities? That is, a self-exclusion without closing the gaming account? In practice I self-exclude myself, should I control my compulsions myself??? The law says that with my email of October 6th you had to close the gaming account immediately and then ask for the documents requested to protect me

Dear luxor83,

I'm glad that your account was finally closed as you requested.

Here’s a recap of the timeline regarding your issue:

You reached out to the casino’s support at support@grandwin.com on September 19, 2024, with a brief request to close your account due to a gambling problem. Unfortunately, you did not receive a reply, so you attempted to contact them again at the same address on September 28, 2024, with an even shorter message. Two days later, the casino responded, advising you to contact the relevant department at customercare@grandwin.com, as stated in the casino's Terms & Conditions. You sent a message to this email address six days later, on October 6, 2024, and the casino replied the next day with a list of necessary documents to process your request. After submitting the required documents, your account was closed within two days. While the casino did not respond to your initial message and you sent it to the wrong address, they acted promptly once your request was acknowledged.

Please note that the casino had every right to request all necessary documents from you, and it was your responsibility to provide them as quickly as possible. If you had submitted all verification documents and your account remained active, allowing you to deposit and play, you would have been eligible for a refund. However, this was not the case, as the casino completed all required steps in accordance with their responsible gaming policy and self-exclusion process. I regret to inform you that, from our perspective, the casino acted correctly, and you are not eligible for a refund. Please understand that if the casino were to close the player’s account immediately upon their request and refund all deposits made after their self-exclusion without further verification, it would open the door for potential abuse. Such a practice could allow the player to circumvent restrictions by creating multiple new accounts and repeatedly requesting account closures and refunds, effectively exploiting the system without any financial risk. This could lead to an ongoing cycle of abuse, creating a situation similar to an infinite money glitch.

Casinos take responsible gaming and self-exclusion seriously to protect players from potential harm, comply with legal obligations, and maintain their reputation. However, these tools can be abused - some individuals may falsely claim self-exclusion to evade debts, find ways to circumvent restrictions, or have others gamble on their behalf. Careful investigation is essential to ensure these measures are used appropriately, safeguarding both the players and the integrity of the gaming environment.

For the reasons outlined above, I must unfortunately reject your complaint as unjustified. However, for future reference, I recommend that the casino enhance internal communication between the support and customer care teams regarding self-exclusion requests. While I understand that there is a dedicated email address for such requests, it’s important to recognize that compulsive players may struggle to locate the correct address to submit their requests. Improving this process could lead to more effective handling of self-exclusion cases and better support for players in need.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo