The player from Ontario reports losing over $1500 due to Grandwin's failure to provide responsible gambling features, preventing account closure while withdrawals are in process. The withdrawal process is excessively long and customer service is unhelpful. The player wishes to permanently close the account and obtain their owed funds.
GrandWin Casino - Player's account closure request is ignored.
Amount: Can$1,500
GrandWin Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
GrandWin Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
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Waiting for Casino Guru to reply
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Case summary
3 hours ago
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Public
15 hours ago
Hi there. I have a players account on the Grandwin platform (grandwin.com).
I have lost over 1500 dollars because they failed to provide rsponsible gambling features to prevent players from taking a break while a withdrawal is in process because they state that since a withdrawal is in process they cannot close the account when other websites can. In addition, their withdrawal process takes too long and everytime i reach out to customer service they do not know what the time frame is. Today I tried closing my account which i have done multiple times and they keep offering me bonus which i do not want and no matter how many times i say I would like to close my account they do not listen. I would like the money that is rightfully owed to me since Grandwin did not provide any responsible gambling features. i have attached a screenshot of the conversation i had with one of their representatives.
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5 hours ago
Dear imbrogno4,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with GrandWin Casino.
Please note we don't consider the cool-off period to be a mandatory responsible gambling tool in online casinos. We believe the player is responsible for their account, active balance, and all bets taking place.
Please understand the circumstances you describe don't present a valid reason for a refund in our view.
Please allow me to ask you a few questions so I may better understand the situation.
- Could you please explain what is the reason for closing your account in the casino?
- Which reason have you given to the casino?
- Have you requested the account closure by contacting customerassist@grandwin.com
- Would you be able to forward your initial requests to my email at tomas@casino.guru
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
Casino Guru is examining the case
