The player from Germany has tried to close his account on several occasions unsuccessfully. The issue was resolved.
GrandX Casino - Player’s request for a self-exclusion has been ignored for more than a month.
Amount: €5,290
GrandX Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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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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