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.

No one ever answered my emails. The VIP consultant requested closure after seeing the screens and apologized. But no one answers me. Even 200 euros arrived with the account closed.

Thank you very much, elisabetcors, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello elisabetcors,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GrandWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Please help me, no one answers my emails. They even took 200 euros from a closed account two days before. I think it is unworthy to offer bonuses and bio status to those who asked for a medically certified gambling addiction to be closed two days before. Help me.

After 3 weeks, I never received a response to my email. The consultant, I repeat, after seeing my emails with requests to close with a medical certificate, had the account closed, apologizing. In the meantime, I had deposited, for the offers received and bonuses, 1710 euros and subsequent 200 (with bank transfer) arrived on the already closed account. I want my money back.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The player’s account closure request has been processed in accordance with our policies. Regarding the amount referenced by the player, we are actively reviewing this and kindly ask for a bit more time to resolve it thoroughly.

For reassurance, please note that the player’s account remains securely closed.

Kind regards,

GrandWin Casino

Good morning, I have been waiting for weeks for a response to my emails and chat requests from grandwin. Never received a response and my financial conditions have been seriously compromised by this Malicious behavior towards me. And psychologically I have suffered, during treatment, a serious trauma. Not even an apology has come to me from the casino except from Andrea the vio consultant who was assigned to me. Who wrote to me: never would the casino have given me the mandate to offer you bonuses and VIP status if it had received the documentation of gambling addiction. Only after my screen shots did he apologize and immediately close the account. But I had already diverted 1910 euros of which 200 arrived now in a closed account. I want my money back please.

Dear GrandWin Casino,

Please, keep us updated regarding the situation.

It's already been another 4 days since the casino responded. Today marks 4 weeks since the problem started. I repeat 4 weeks

I think it is really unfair to wait 4 weeks in vain for a legitimate refund request, after having entrusted me with a VIP consultant and offered bonuses, received 200 euros on a closed account. I want my money back, obviously not the ones I played before but the ones I played because of the temptation to play with bonuses and other PERSONAL ones. After medical certification of gambling problem. Absurd. Michal please intervene to help me

Casino still not responding. The situation here is really serious. Including the money deposited to a closed account. I want my legitimate refund.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.