The player from Germany had requested account closure due to gambling addiction in an email sent on December 10, 2024, but his account remained active, leading to further deposits totaling €850. He sought a refund for these losses and received no substantial response from the casino. After reviewing the case, it was concluded that the complaint did not meet the necessary criteria for resolution, as the player continued to deposit funds while waiting for the casino to act on the closure request. The complaint was rejected as unjustified due to a lack of follow-up communication and proactive steps taken by the player.
GrandWin Casino - Player’s account remains active despite self-exclusion request.
Amount: €850
GrandWin Casino
Safety Index:Below averageSafety Index
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6.0
GrandWin Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
On December 10, 2024, I wrote an email to the casino stating that I was addicted to gambling. I also asked if they could refund part of my losses as a gesture of goodwill.
My complaint is about something different. In the email, I clearly stated that my account should be blocked so that I could no longer play. Unfortunately, the account is still active and I was able to make further payments. It was exactly €850. This wouldn't have been possible if they had responded to the email I sent almost three months ago.
I had sent the email to support@grandwin.com and received a single email on December 12, 2024. I should contact customercare@grandwin.com so my request can be addressed. Nothing has been received to date. Therefore, I would like to receive a refund of the €850.
I can gladly send you proof via email!!
LG S***
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear Synaro,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from grandwin.com, he/she needs to contact us on the following email address: customercare@grandwin.com
Customer’s email needs to include the following information:
(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;
(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.
Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@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.
Best regards,
Kristina
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1 month ago
Thank you for your reply, Synaro. Do I understand correctly that the casino has never closed your casino account? Have you tried getting in touch with the casino since December to request account closure again?
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1 month ago
Translation
Hello, I'm not obligated to email the casino multiple times. They should respond after the first email. However, on March 14, 2025, I wrote again and stated that I'd suffered even more losses because my request to block my account had been ignored. The account has been closed for a few days now. But the casino could have prevented the €850 loss.
Automatic translation:
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1 month ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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4 weeks ago
Dear Synaro,
After reviewing your case, I regret to inform you that we cannot proceed with your complaint, as it does not meet the necessary criteria for resolution. It appears that you sent a single email requesting the closure of your account, but continued to play and deposit funds while waiting for the casino to act. Additionally, there was no follow-up communication or use of alternative channels available at the casino to ensure your request was properly addressed until March, after which your account was successfully closed.
We believe that in such cases, players should take proactive steps, including following up on their initial request or utilizing other communication methods if the casino has not responded. Simply relying on one communication without further effort cannot be considered due diligence on the player's part.
As a result, your complaint does not meet the necessary criteria for a refund, and I must reject the case as unjustified.
