The player from Spain had his account blocked by an online casino due to suspicions of multiple account creation. The issue had arisen after he attempted to make a withdrawal and provided the necessary documents. The player had denied having multiple accounts and had expressed frustration at the casino's lack of communication. After the player provided the correct casino for contact, we had reached out to the casino for clarification. Eventually, the casino had reopened the player's account and the withdrawal process was initiated. The casino confirmed that the player's withdrawal request had been cancelled due to incorrect payment information, after which the player had continued to play without a pending withdrawal request. The player had confirmed this information and expressed satisfaction with the resolution, leading us to close the complaint as resolved.
GrandWin Casino - Player's account was blocked due to accusation of multiple accounts
Amount: €2,000
GrandWin Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
I've tried to make a withdrawal and they have asked for several documents, and finally, they have blocked my account saying that there is a duplicate.
Dear rasate1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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 have not accumulated a bonus. I don't know what happens with the account but you should let me know if it is duplicated
If the account is duplicated, how have they allowed me to register and make deposits several times and when I have tried to withdraw they have seen it. I think the casino does not win it.
Thanks for your reply.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Is it possible you opened an account in the casino yourself in the past?
Have you used any bonuses in the casino while your account was open?
If there is any communication between you and the casino, could you please send it to my email at tomas@casino.guru ?
I said no. And also the gaming account is closed, so nothing else can be done. I don't think you can help me either. The casino has stolen my money without any explanation.
There is no way to contact them for more information.
I wanted to inform you that they continue to send me messages on the phone, these people have no shame
Are you able to unsubscribe from the marketing communication the casino sends you?
Please forward the marketing communication email you received from the casino to my email address at tomas@casino.guru
Thank you in advance.
You can't do anything about the complaint, the account is closed
I haven't received any information from you. Please if you need our assistance forward me the most recent marketing communication or any other relevant communication to tomas@casino.guru
Otherwise, we won't be able to assist you and we'll be forced to reject your complaint.
There is no way by email they do not respond and neither does chat. I thought that you could contact them to ask for more information. For my part, I can't do anything, I have sent several messages by email and nothing, no response.
Once again, we'll try to contact the casino only after we receive the information I requested from you.
The information I asked from you:
- marketing communication (promotions you received from the casino via email)
Forward the email with the promotion to my email at tomas@casino.guru
I'll await your response.
Dear rasate1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
The problem is that I have cleaned everything
I understand.
Please let me first ascertain we have the correct casino to contact.
Which of these casinos is the correct one we should focus on in the complaint, please? https://grandwin.com/ or https://www.grandwin.cz/
I'll await your response.
Thank you very much, rasate1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 rasate1,
I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.
We would like to invite GrandWin Casino to join the conversation.
Dear GrandWin Casino,
Can you please provide more information on the potential multiple accounts of the player, including any supporting evidence? If the information can't be shared publicly, please send it to me at michal.k@casino.guru
Hello, I want to clarify things, I mean by grandwin casino com
I want to inform you that the casino reopened the account and the withdrawal is in progress. thanks for the help
That's great news, rasate1. Let us know once you receive the withdrawal so that we can close your complaint as resolved.
Dear Michal and rasate1,
Thank you for reaching us with this case.
We have look into the account in question and would like to inform you that after the investigation was completed and account reactivated. The Player requested for her withdrawal to be canceled due to wrong payment information upon submission. Later on, the Player continue playing and currently there isn`t a pending withdrawal request.
Kind Regards,
GrandWin
Thank you for the response, GrandWin team.
Dear rasate1,
Can you please comment on the above?
Thank you for confirmation, rasate1.
Can we consider your complaint to be resolved, or do you need assistance with anything else?
Thank you for the confirmation, rasate1.
I'm glad to hear that your issue has been resolved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us 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
Casino.Guru
