GrandWin Casino - Player’s account remains open despite self-exclusion request.

I can only warn others about this casino. The first game and payout went smoothly, but when I requested a second payout within a week, they wanted to charge an 8% fee. I emailed them asking to pause my account for a month, but received no response. Then, when I tried to deposit again using my Visa, my card was suddenly blocked. Naturally, I contacted my bank to see why and they told me that there had been suspicious attempts to withdraw money in Mexican currency, among other security concerns, so they had to block my card. Following this, I repeatedly asked for my account to be closed due to a gambling addiction, both through email and their support. The support team kept directing me to write an email, which I did three times with no response. The support claims it needs to be reviewed. This is unacceptable; when someone declares they have a gambling addiction, immediate action is required. It’s been a week now and I can still access my account. Absolutely disgraceful and untrustworthy. Regarding my Visa, my bank even warned me. I would really appreciate it if someone could help me get my account closed there finally.

Thank you in advance

Dear shanty13,

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 request for account closure and the responses from the casino?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Hi, thanks first of all, yes I do via email but I never actually received an answer.

Best regards

Thanks for your emails.

I noticed you were in contact with live chat on the 26th of May when you mentioned you are addicted, and the live chat recommended you send an email to customercare@grandwin.com

I can see an email from you to customercare@grandwin.com on May 31st,

Could you please share an email you sent to customercare@grandwin.com earlier?

Has the casino acted to protect you after you informed them on May 31st?

Hi, I sent one on May 23rd and May 26th, the one I sent to you is from May 31st, where you can see that I had already asked for my account to be closed on May 23rd and May 26th. I just checked and can still get in, even though I sent another one on May 31st, no response. I forwarded it to you again.

Thank you very much, shanty13, 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 shanty13,

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 self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Thank you very much Tomas and thank you Michal, I'm curious to see if the casino responds.

Best regards

Dear Michal,

The player requested self-exclusion on the 27th of May via email to our specialized team at customercare@grandwin.com. This process is outlined in our Terms & Conditions (3.22.3 https://grandwin.com/pages/terms-and-conditions), which states that customers wishing to self-exclude from grandwin.com must contact us at the specified email address, including a clear request for voluntary full self-exclusion and specifying the duration, with a minimum of twenty-four hours. Please note that each request is reviewed manually, therefore time is required for the process to be completed. In this regard, we would like to point out that the player's account was closed within the designated timeframe, and they were informed accordingly.

Regards,

GrandWin Casino

Hello, it is unbelievable, they have closed the account for 30 days, I received this email today, again I am addicted to gambling and am endangering myself and my family, so they are legally obliged to close my account, especially since their payment provider is very dubious and they tried to debit via Mexico and Uruguay and then my card was blocked by my bank for security reasons.

Best regards

P.S. I have therefore asked several times to close the account completely using the email address you provided.

Dear GrandWin Casino,

Can you tell me if the player's account is closed only for 30 days or if the closure is permanent? We at Casino.Guru believe that if a player requests self-exclusion due to a gambling problem, this is a serious issue and his account should be closed permanently.

Dear Michal,

We would like to point out that when the customer reached our dedicated team with the request for the self-exclusion they did not specify any period. Therefore, their account was excluded for 30 days as a precaution. Please note that the exclusion can be easily extended once the timeframe has passed.

Regards,

GrandWin Casino

Hi, sorry, unbelievable answer, with gambling addiction I have to specify a time period?????Account closure due to gambling addiction means CLOSE ACCOUNT, what's wrong with you GrandWin??????

Dear GrandWin Casino,

Since it has been clearly established in this thread that the player wishes to have their account closed permanently, can you do that?

Dear shanty13,

After your account is permanently closed, will you consider this complaint to be resolved?

Hi Michal, if my account is closed there permanently, then of course the complaint will be resolved for me.

Best regards

Dear GrandWin Casino,

Since it was clearly established in this thread that the user wishes to close the account permanently, could you make this happen so we can close this complaint as resolved?

Dear Michal,

The player's account status has been closed with no possibility of reopening. Additionally, the player has been sent a confirmation regarding this closure.

Regards,

GrandWin Casino

Dear shanty13,

Can you confirm the permanent closure of your account?

Good morning, yes I received an email, you can close the case, thank you very much again for your help.

Best regards

Dear shanty13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru