Gransino Casino - Player's account has been compromised due to self-exclusion.

Amount: €6,000

Gransino Casino

Safety Index:Below average Submitted: 11 Nov 2024

Case opened Current status

Waiting for Casino Guru to reply

2d 3h 21m 28s

Case summary

3 days ago

The player from Switzerland self-excluded from all casinos due to gambling addiction, but despite this, she accessed Gransino Casino, losing nearly 6,500 EUR. She requests a refund and seeks assistance.

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Vreni

Junior Apprentice

Switzerland

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1 week ago

OriginalTranslation

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.

Hallo liebes Casino Guru Team

Ich habe nochmals ein Anliegen.

Erste Frage: Könnt ihr vielleicht prüfen, ob TikiCasino und Gransino Casino den gleichen Manager haben? Das ist ganz wichtig in diesem Fall.

Ich war spielsüchtig, das ist mir bewusst. Vor ein paar Monaten habe ich mich bei jedem, aber wirklich bei allen Casinos, selbstsperren lassen. Mein Konto wurde immer mit dem Grund blockiert, dass ich spielsüchtig bin. Danach habe ich sofort eine Glücksspiel-App auf allen Online-Geräten, Handys etc. installiert, damit ich keinen Zugriff mehr auf die Online-Casinos habe. Ich möchte von dieser Sucht schnellstmöglich weg.

Trotz der Selbstsperre habe ich jedoch immer wieder SMS von verschiedenen Casinos erhalten, darunter auch Boni. Ich habe darauf geklickt und plötzlich, trotz der Glücksspiel-App, Zugriff auf drei Casinos – TikiCasino, Immerion Casino und Gransino Casino. Ich habe wieder angefangen zu spielen, um mein Glück nochmals zu probieren.

Jetzt ist mein Problem eigentlich mit Gransino Casino: Ich habe in Gransino Casino in drei Stunden knapp 6.500 EUR verloren. Danach habe ich einen VIP-Manager bekommen, der sich um mich kümmert. Es war die gleiche E-Mail-Adresse (peachhelp) wie bei TikiCasino, bei dem ich mich vor zwei Wochen erneut wegen meiner Sucht selbst gesperrt habe. Sie hat mich ausserdem mit meinem Mann verwechselt, obwohl ich anders heisse. Manchmal hat sie meinen Mann, manchmal meinen Namen in den E-Mails verwendet, da ich wahrscheinlich ein Konto bei Ihnen mit derselben Handynummer eröffnet habe.

Ich finde, das ist Betrug. Sie wissen, dass ich eine problematische Person bin, die das Spielen nicht im Griff hat und mein Konto gesperrt hat. Trotzdem lassen sie mich mit grossem Geld spielen. Wenn jemand in zwei Stunden bis zu 6.500 EUR einzahlt und verliert, kann er kein gesunder Spieler sein.

Ich bitte um Rückerstattung von dem Casino.

Ich hoffe, Sie verstehen die Situation. Wenn Sie mir hier nicht helfen können, werde ich dies mit einem Anwalt klären, denn ich möchte mein Geld zurück.

Aber ich vertraue Ihnen, da Sie wirklich sehr neutral sind und ich auch gute Erfahrungen mit dem Casino Guru Team gemacht habe.

Vielen Dank für Ihre Hilfe

Automatic translation:

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Tomas

Complaint Specialist

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6 days 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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Vreni

Junior Apprentice

Switzerland

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5 days ago

OriginalTranslation

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