GrandWin Casino - Player's account has been closed after withdrawal request.

Good morning, on October 12th, I requested the immediate closure of my account due to gambling addiction. By October 14th, I hadn't received any response from them, so I sent my medical documentation. In reply, I received an email from Andrea, a VIP consultant, who offered me a €200 immediate bonus and additional bonuses on my deposits. Obviously, I started playing again (I hadn't played since my initial request). I then contacted Andrea after depositing €1910 (with €200 pending) and sent him screenshots of my emails about the gambling addiction. He alerted the casino's department that handles these matters, and they closed my account with €200 still pending. I requested a refund for the money I played with after my closure request due to gambling addiction since they offered me VIP status and bonuses to encourage me to play. The amount is €1910, with €200 pending, and my account is closed. No one is responding to me. The chat feature is unavailable, and the consultant is no longer communicating with me.

Dear elisabetcors,

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

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

• Could you please share your communication with the casino regarding the refund request? Please include any of the casino's responses.
• My email is 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

I sent you everything by email. I asked for exclusion on the 12th and on the 15th I had a VIP consultant from the casino who offered me bonuses and I started depositing again. I have a transfer that would have arrived today debited to the bank. And they didn't even play them.

plus another 1710 euros deposited. I want my money.

Dear elisabetcors,

Have you received any response from the casino regarding your refund request and the refund of the unprocessed deposit since your last reply?

Do I understand correctly your account has been closed already?

I'll await your reply.