The player from Ireland had repeatedly contacted the casino seeking self-exclusion due to gambling addiction but faced excessive documentation demands and unresponsiveness. The casino made it difficult to self-exclude despite the player's risk of harm. The complaint was closed by us due to the player's lack of response to our messages and questions, preventing further investigation or resolution.
GrandWin Casino - Player struggling to self-exclude due to documentation demands.
Amount: €5,000
GrandWin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
I have contacted them via email and live chat countless times disclosing that I am a gambling addict and at risk of harm and every time they tell me to email them in order to self exclude and when I do they say I need to send on 101 different documents to verify myself. Absolutely disgusting how difficult they make it to self exclude. Even when I sent off the documents I get nothing back. They will take advantage of problem gamblers.
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2 months ago
Dear mezzer79,
Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’re experiencing with your attempts to self-exclude from the online casino.
To help us better understand your situation and work towards a resolution, could you please provide us with the following additional information:
- Could you specify the exact dates and times when you contacted the casino via email and live chat to request self-exclusion?
- Could you provide details about the specific documents the casino requested for your verification?
- Have you received any response from the casino after sending the required documents? If so, what was their response?
- Could you share screenshots or copies of the emails and live chat conversations where you requested self-exclusion and their replies?
If you have any additional relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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2 months ago
Dear mezzer79,
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.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
