HomeComplaintsGrandX Casino - Player’s request for a self-exclusion has been ignored for more than a month.

GrandX Casino - Player’s request for a self-exclusion has been ignored for more than a month.

Amount: €5,290

GrandX Casino
Safety Index:High
Submitted: 24 Mar 2020 | Resolved : 30 Mar 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 years ago

The player from Germany has tried to close his account on several occasions unsuccessfully. The issue was resolved.

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4 years ago
Translation

Hello .... I contacted GrandX on February 22nd, 2020 and let myself be blocked because of my gaming problem (also told the casino) ... I thought I was protected that I could no longer access ..... I thought so came over me on March 22nd, 2020 and the support opened the access immediately without asking .... and promptly I lost again 2000 € ...

Turned me to the casino and it told me help pages ....

Now comes the best let the account lock after the loss on 22.3 again informed that I am addicted to gambling ..... then I wanted to know if they take this seriously ...... but could open it again on 23.3 .... .

Really the last one especially if you are already out ....

Greeting

Pure

Automatic translation:
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4 years ago

Dear Reiner,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your negative experience. Please could you forward me the very first email in which you have requested your self-exclusion? My email address is petronela.k@casino.guru. I believe we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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4 years ago
Translation

Hi there

I have sent you the necessary documents by email. If you have any further questions, I will be available as soon as possible

greeting

Pure

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Automatic translation:
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4 years ago

Thank you very much Reiner for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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4 years ago

Hi Reiner, 

I looked at the emails you sent and understand your frustration completely. I was especially surprised by the reply from the casino:

"We are very sorry you have gambling problems and even though we strictly follow gambling license regulations in regards to responsible gambling, seems the measures taken by us in the form of loss limits are not enough to prevent you from losing money in games. We strongly suggest you to contact special organizations for assistance listed on our responsible gambling page"

I will try to contact the casino and we'll see what we can do.

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4 years ago
Translation

Hi Peter

the casino never wanted to talk badly .... only the self-exclusion did not work .... as you could see for yourself:

The following yesterday I received an email from GrandX which made me very happy .... they are ready to reimburse me the amounts paid from 22.2.2020 which I gladly accepted .......

As soon as the money arrives with me, I will communicate it ......

greeting

Pure

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4 years ago

I see, that's good news. Please let me know as soon you receive the money.

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4 years ago
Translation

Hi Peter

Many, many thanks for your help....

Update:

The reimbursement from the GrandX was credited to my account ..... thank you to the casino for that ....

So this case is closed for me ....

My next step will be to seek professional help to get my life back 😭

Many greetings to the whole team

Pure

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Automatic translation:
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4 years ago

Hi Reiner,

I'm glad to hear you received your money. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter

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