The player from Switzerland had self-excluded from all casinos due to gambling addiction, but despite this, she accessed Gransino Casino, losing nearly 6,500 EUR. She requested a refund and sought assistance. The Complaints Team reviewed her situation and found that self-exclusion measures were not shared among casinos unless specifically requested. Without proof that she had informed Gransino Casino of her gambling problems, the team was unable to assist with her refund request. Consequently, the complaint was closed, and the player was advised to utilize responsible gambling tools for future protection.
Gransino Casino - Player's account has been compromised due to self-exclusion.
Amount: €6,000
Gransino Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.5
Gransino Casino has a Safety Index of 5.5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
Hello dear Casino Guru Team,
I have another issue.
First question: Can you perhaps check if TikiCasino and Gransino Casino have the same manager? This is very important in this case.
I was addicted to gambling, I am aware of that. A few months ago, I self-excluded from every casino, truly from all of them. My account was always blocked for the reason that I am addicted to gambling. I immediately installed a gambling-blocking app on all online devices, phones, etc., so I wouldn't have access to online casinos. I want to rid myself of this addiction as quickly as possible.
However, despite the self-exclusion, I kept receiving SMS from various casinos, including bonuses. I clicked on them and suddenly, despite the gambling app, I had access to three casinos – TikiCasino, Immerion Casino, and Gransino Casino. I started playing again to try my luck once more.
Now my problem is primarily with Gransino Casino: I lost nearly 6,500 EUR within three hours at Gransino Casino. Afterwards, I got a VIP manager who takes care of me. It was the same email address (peachhelp) as with TikiCasino, where I had self-excluded again two weeks ago due to my addiction. She also confused my name with my husband's, though I have a different name. Sometimes she used my husband’s name and sometimes mine in the emails, probably because I opened an account with the same phone number.
I find this fraudulent. They know I am a problematic person struggling with my gambling habit and have blocked my account. Yet, they allow me to gamble with large amounts of money. Someone who deposits and loses up to 6,500 EUR in two hours cannot be a healthy player.
I am requesting a refund from the casino.
I hope you understand the situation. If you cannot assist me here, I will resolve this with a lawyer because I want my money back.
But I trust you, as you are very neutral and I have had positive experiences with the Casino Guru Team.
Thank you very much for your help.
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1 month ago
Dear Vreni,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.
I checked both websites and there seems to be a connection, nevertheless please keep in mind online casinos licensed in Anjouan might not extend self-exclusion to associated brands.
Please allow me to ask you a few questions, so I can better understand the situation.
- Is your account in Gransino currently blocked?
- Could you please share your communication with the casino or any supporting evidence supporting your suspicions? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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1 month ago
Translation
Dear Tomas
Thank you very much for your feedback. I am convinced that you will manage it, because I am really right. And you are always very helpful.
Now to your question: At Tiki Casino I had my account deactivated in the chat, which is why I didn't take a screenshot of it. What I can send you are two emails from Tiki and 2 from Gransino Casino. One is from October 10, 2024, when I reopened my account at Tiki Casino. In this email I asked for a refund, and you can see that I have gambling problems.
In another email I asked in the chat to reactivate my account, but they did not do so, which is right since they are aware of my gambling problem.
I then received an SMS from Gransino Casino and registered immediately, after which my account was approved. At this Gransino Casino, I was allowed to continue making deposits, even though I once tried to withdraw 800 EUR. Since I was at level 4, I was only allowed to withdraw a maximum of 800 EUR per day. The transaction was shown as completed, but the money was suddenly back in my account, even though I didn't have to verify my account. I found out about this in the chat.
I consider this to be fraudulent behavior among casinos. Gransino Casino should not have approved my account at Gransino Casino for activation. They intentionally sent me emails as soon as I closed my account at tiki casino.
Without the support of Casino Guru, I see no chance of getting my money back.
I have attached some screenshots of the communication.
I hope the email I sent you is still meaningful.
Thank you very much for your help and support.
Best regards
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1 month ago
Dear Vreni,
Please understand we believe an online casino should offer a mechanism for permanent self-exclusion due to a gambling problem. If a player informs the casino about their gambling problem the casino should act within a reasonable time to block the player's account and prevent further gambling. If such protection fails the player is eligible for a refund.
I understand the circumstances seem suspicious from your point of view, however, If you haven't informed Gransino Casino beforehand, we might not be able to assist with requesting a refund of lost funds.
I understand this is disappointing, however, what you allege is impossible to prove, and from our point of view, you informing the casino about gambling problems is a mandatory prerequisite to pursue cases of failed self-exclusion.
Please let me know if there are any circumstances I might not have considered, otherwise I'll close the complaint.
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1 month ago
Translation
Dear Tomas
Thank you for your efforts.
I ask you to look at this again.
I am quite sure that Tiki Casino and Gransino Casino belong together. On October 13, 2024, I reported to Tiki Casino because of gambling addiction until I was blocked. About two weeks later, I received a text message from Gransino Casino by chance and registered. My account was approved even though Gransino Casino should not have approved my account because I am blocked from Tiki Casino due to gambling problems. It's very easy to understand.
Gransino's VIP manager responded to me through Tiki Casino's platform. I'm happy to send you the email so you can review it. Gransino's VIP manager uses the same email address as Tiki Casino.
I won't give up because I know I'm right. Or the VIP manager accidentally replied to me from Tiki Casino's email address, otherwise I wouldn't have figured out that they are the same casino platform. Or the casinos overlooked the fact that I blocked myself at Tiki Casino, and my account was approved despite gambling addiction.
Why was my account at Gransino Casino approved (accepted) instead of denied???
Dear Thomas, please stand up for me. I will keep fighting, I know I am right. Otherwise I would not have invested so much time in something that I already know is not the case. I have proof: the VIP manager wrote to me at Gransino using the same email as at Tiki Casino.
I want you to help me, Thomas.
thank you for your support
Best regards
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1 month ago
Translation
Dear Thomas,
Please do not publish the file I sent you earlier regarding Gransino Casino, especially the information about my email address.
It's very important. Thank you.
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3 weeks ago
Dear Vreni,
Each online casino is a different subject, and self-exclusion is not to be expected to be shared among them, unless under specific circumstances. For us to proceed with a case about a failed self-exclusion, we would require proof you requested a self-exclusion in this particular casino. Online casinos might share support staff, but sadly for vulnerable players, they are not obligated to share tools for player protection.
Our recommendation is therefore for you to ask for a self-exclusion due to gambling problems from each online casino where you have an open account. We believe it's your obligation to inform the online casino of gambling problems, otherwise, you can't expect player protection.
I understand you believe the casino behaved dishonestly by offering you services, however, this is not something we might change or penalize the casino for.
Please let me know whether you informed Gransino Casino support about the gambling problems already and if your casino account is already blocked.
I'll await your reply.
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2 weeks ago
Dear Vreni,
Once again I am sorry we couldn't help in your case.
Feel free to take advantage of the following responsible gambling tools:
If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool
https://casino.guru/global-self-exclusion-initiative/assistance-tool
This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here
https://casino.guru/global-self-exclusion-initiative
and about BetBlocker here
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link
https://casino.guru/problem-gambling-help-centers#cnt_213=true
Due to the aforementioned reasons, this complaint will now be closed. 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.
