GrandWin Casino - Player’s self-exclusion request ignored.

Hello.

I have an account on Grandwin, and due to a gambling addiction, I am requesting self-exclusion from all the accounts I have, both on this and other casinos.

The problem is that at Grandwin, no one is responding to my requests, which have been pending for more than a week, and the account is still open without any explanation. I wish to close the account and permanently exclude myself. Can you please help me?

Dear playerfromportugalmn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings GrandWin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@grandwin.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

I have already sent the email, as indicated.

Instead of closing the account, they gave me a 40 eur casino bonus 🤦

I asked again to close the account and they gave me a bonus of 60eur...

Thank you very much, playerfromportugalmn, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello playerfromportugalmn,

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 request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear casino guru: grandcasino asked me for documents to close my account (proof of address, payments, identification document...)... Everything to delay the closure.

I sent it... But as they didn't close the account or self-exclude me, I ended up spending another 800eur due to my gambling addiction.

Please help me!

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,

Thank you for reaching out to us.

The player reached our dedicated team with a self-exclusion request and was asked for basic identity documentation. As soon as the requested documents were provided and afterward reviewed, their account was excluded within the designated timeframe.

All our actions taken are per our terms and conditions to which the customer agreed upon registration. 

Regards,

GrandWin Casino

Dear GrandWin Casino,

Can you tell me the exact timeframe of the whole process?

1. When exactly did you receive the self-exclusion request?
2. When exactly did the player provide you with the requested documents
3. When exactly did you successfully exclude the player?

I will be waiting for your answer.

Dear Michal,

The player submitted his request to our dedicated team at customercare@grandwin.com on 07.06.2024. On 10.06.2024 (first business day after the player’s request), we requested standard documentation from the player, and he successfully submitted his documents on 11.06.2024. After review, the account was excluded on 12.06.2024. 

Kind regards,

GrandWin Casino

This is completely false.

My account was only closed after I filed a complaint with Casino Guru.

In fact, as proof, I send a screenshot of emails sent to grandwin casino since May!

Dear Michal,

As you can see in the screenshots provided by the player, he initially submitted his request to costumercare@grandwin.com. However, the correct e-mail address for such requests is customercare@grandwin.com. This was explained to him by our support team, and he successfully sent the request to the designated e-mail address.

Regards,

GrandWin Casino

You just provided the exact same email address to which I sent my emails: costumercare@grandwin.com

Dear playerfromportugalmn,

It is clear from the screenshots you have sent us and also from the information provided by the casino that you initially sent the email request to the wrong email address: costumercare@grandwin.com

After you sent your request to the correct email address (customercare@grandwin.com), the self-exclusion procedure was carried out swiftly and according to the standard procedures. There was no mistake and/or delay from the casino's side.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

We’ve reopened this complaint at the request of playerfromportugalmn. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player has provided me with additional evidence, suggesting the email was sent to the correct email address on 27.5.

Dear GrandWin Casino,

Can you comment on this? Did you receive such email on 27.5.?

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, 

Upon reviewing this claim, we want to clarify this case by providing a more detailed explanation. This e-mail thread started from a chat with the client where he requested a bonus on the 27th of May. He was offered a bonus as a follow-up e-mail. 

Upon receiving the bonus via e-mail the player then requested closure, he was explicitly informed to send his request to the appropriate e-mail address for proper handling. This is required as such requests have to be reviewed and accounts investigated by the properly trained team. There are various nuances when it comes to such requests, so this procedure is required by all of our Players.

The Player continued sending his communication in the same e-mail thread which led to some delay with the handling of his request. "Re: Your email request" is a whole thread where if you check the first reply from the Player on it, the e-mail address was once again costumercare@grandwin.com so all of the correspondence in that thread was not properly submitted ever since the beginning.

In this thread it can be seen that the agent who also handled his bonus request informed him several times to submit an e-mail to the proper address. He was not ignored and was properly instructed at all times after he decided that he does not want a bonus on the 27th of May as the whole correspondence in this thread is on the same day.

Following that we come to the previously explained situation where he continued sending requests to the incorrect address.

You can immediately notice a difference in the handling compared to the date when he properly submitted an e-mail to the correct address and request. We now want to address our previous explanation as well which was regarding the properly submitted e-mail on the 7th of June. This was the first properly received e-mail as can be seen by CG staff as well since Petronela was on CC to that request. 

In conclusion we handled his request properly once it was submitted in a correct format which was not a reply to a thread which would understandably cause delay and confusion and lastly it was submitted to the correct address. 

Regards, 

GrandWin Casino

Thank you, GrandWin Casino for the explanation. I believe that the self-exclusion process was handled correctly by the casino as soon as the player had submitted a proper request an the follow-up verification documents.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.