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

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.

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

Dear Tomas,

Thank you for your response and for looking into my complaint. I appreciate your willingness to assist in resolving this issue.

To address your questions and provide further context:

Reason for Closing My Account:

• I decided to close my account due to concerns related to responsible gambling practices and my well-being. It became clear to me that continuing to use the platform was not in my best interest, and I took proactive steps to request account closure.

Reason Given to the Casino:

• I specifically requested account closure due to my concerns about continued gambling and the lack of responsible gambling tools on the platform.

Account Closure Request:

• I initially sent my request to close my account to support@grandwin.com, as instructed. It was only after repeated declines of bonus offers and persistent encouragement to continue playing by GrandWin representatives that I was finally provided an email address to send my closure request. I have attached documents and correspondence that clearly show my attempts to responsibly close my account and decline further promotional offers.

Concerns About Responsible Gambling Practices:

• Unlike other reputable online gambling platforms, such as Luxury Casino, GrandWin Casino does not provide adequate responsible gambling features. Features such as self-exclusion during withdrawals, cool-off periods, and limits on deposits, withdrawals, or losses were not made available to me. Furthermore, my requests to close my account were delayed, and representatives encouraged me to continue gambling multiple times. These actions are inconsistent with responsible gambling standards and suggest a disregard for player welfare.

Reason for Requesting a Refund:

• The platform failed to provide responsible gambling tools that could have prevented further losses.
• My repeated requests to close my account were met with unnecessary delays, which prolonged my access to the platform and contributed to the loss of $1500.
• Encouraging a player to continue gambling after they have expressed a desire to close their account is both unethical and contrary to responsible gambling principles.

Given these circumstances, I believe that the loss of $1500 should be refunded. The delay in processing my account closure and the lack of responsible gambling features directly contributed to this loss.

I appreciate your time and understanding, and I hope we can reach a fair resolution to this matter. I will send you all the documentation via email. Please let me know if you require any additional documents or clarification.

Thank you again for your assistance.

Best regards,

Alessandra

Hi Tomas. I also want to mention that every time I asked for a withdrawal status update Grandwin casino representatives were unable to give me a time frame as they stated it was another department who handled these inquiries which I found extremely strange. I also find out that there are laws and policies regarding responsible gambling features are mandatory on casino platforms:

United States: In the U.S., responsible gambling regulations vary by state. Many states require online gambling operators to offer tools such as self-exclusion programs, deposit limits, and access to support resources. The American Gaming Association's Responsible Gaming Statutes and Regulations Guide provides a comprehensive overview of these requirements across different states.

American Gaming Association

Canada (Ontario): In Ontario, the Alcohol and Gaming Commission of Ontario (AGCO) enforces the Registrar’s Standards for Internet Gaming. These standards require operators to implement responsible gambling measures, including self-exclusion options, time and financial limits, and the provision of information on problem gambling resources.

Osler

United Kingdom: The UK Gambling Commission mandates that online gambling operators provide responsible gambling tools such as self-exclusion, deposit limits, and reality checks. Operators must also ensure that marketing materials do not target vulnerable individuals and that support information is readily available.

These regulations aim to promote safer gambling environments by ensuring that players have access to tools and resources that help them manage their gambling activities responsibly.

Dear imbrogno4,

I checked the conversation you provided.

From my point of view, the request to close your account and for self-exclusion were made without providing reasons.

Based on the provided information we cannot assist with requesting a refund on your behalf. Account closure requests without providing a reason, or self-exclusion without providing a reason don't represent in our view sufficient request for player protection. Only if player protection fails, we believe players are eligible for a refund.

If your account is still open I would recommend you request a self-exclusion due to gambling problems.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings GrandWin Casino

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing permanently.

The reason for my decision is due to gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to customerassist@grandwin.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments.

I'll await your reply.

Dear Tomas,

Thank you for your response.

I would like to clarify and expand on several critical issues with GrandWin’s handling of my account closure requests and overall player protection measures:

Breach of Confidentiality:

• It is unreasonable to require me to disclose personal, sensitive details such as gambling problems to request account closure or self-exclusion. Players should not be compelled to sacrifice their privacy to access basic protections, especially in cases where there are obvious concerns about gambling harm.
• A requirement for justification places an undue burden on players and risks exposing private struggles. It is particularly troubling that GrandWin insists on such disclosures when confidentiality should be a core tenet of player protection policies.

Lack of Adequate Player Protection Features:

• GrandWin fails to provide key safeguards such as deposit limits or cooling-off periods, especially while a withdrawal is pending. These are standard measures adopted by responsible operators to protect players' funds and allow them time to reconsider their decisions.
• Without these options, GrandWin does not adequately prioritize player well-being and safety, leaving players vulnerable to impulsive decisions and financial harm.
• Furthermore, during my initial attempts to close my account, instead of honoring my requests, I was incentivized with bonus offers to continue gambling. This directly undermines player protection policies and further demonstrates a disregard for responsible gambling practices.

Failure to Address My Concerns:

• While I appreciate your suggestion to email GrandWin with explicit details, this advice does not address the core issues I raised. The focus should be on why my original requests were ignored, why proper player safeguards are not in place, and why GrandWin’s policies appear to prioritize profit over player safety.
• Offering bonuses when a player expresses the desire to self-exclude or close their account is highly irresponsible and contradicts the principles of player protection.

To reiterate, I believe that:

• My previous attempts to close my account were mishandled, violating my confidentiality and trust.
• GrandWin failed to implement industry-standard protections for players, leaving me at greater risk.

In addition, I would like to add that the above email address "customerassist@grandwin.com" is not the correct email address, I was directed to customercare@grandwin.com, where they finally closed my account. I have also sent you all these emails last week.

I request that this matter be escalated and further reviewed, considering the significant shortcomings outlined above. Please let me know how you intend to address these issues and ensure a fair resolution.

Kind regards

Dear imbrogno4,

thanks for your response and provided updates.

The email address I recommended was the one I found on the casino website, I apologize if it was an incorrect way to contact the casino.

I can see the email you cite is also available:

From our point of view, unless you disclose you are suffering from gambling problems to the casino, the casino is not obligated to protect you. Up until you inform the casino about a gambling problem you are responsible for your account, your balance, and all bets taking place. On the contrary, once you inform the casino, they should act to protect you from further gambling, and if such protection fails, you are eligible for a refund.

Sadly, based on the provided information, we are unable to assist you and advise you to inform every casino in which you have an open account about a gambling problem along with requesting a self-exclusion to be protected.

You can also take advantage of other tools:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link https://casino.guru/problem-gambling-help-centers#cnt_44=true

Considering your account in the casino was closed, we can't proceed further with your complaint and the complaint will be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Even though we weren't able to assist you, please do not hesitate to take advantage of the tools I recommended and contact us if you run into issues with any online casino in the future.