The player from Italy had reported that the casino had deleted his profile, which had been registered in his mother's name, and had withheld his winnings. He had argued that these actions were illegal and had threatened to involve the police. However, upon reviewing the casino's terms and conditions, we discovered that the casino reserved the right to suspend any account if the name on the account did not match the name on the credit card used for purchases. As the player had breached these rules, the casino was not obligated to honor his winnings. Since we received no further communication from the player, we rejected his complaint.
GratoWin Casino - Player's account closed with confiscated winnings.
Amount: €550
GratoWin 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.
5.2
GratoWin Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
8 months ago
Translation
Hello, I registered using my mother's personal information to let her play a bit, but the profile was still mine. They deleted my profile but unjustly kept the winnings. This is a very serious crime as those were money won without bonuses, so in my country, it's called stealing. Find a solution or else I will proceed with reporting to the postal police.
Automatic translation:
Public
Public
8 months ago
Dear artcas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and I found this:
Gratowin reserves the right, in its sole discretion, to suspend your account for any of the following circumstances:
(...)
If the name on your account does not match the name on the credit card(s) used to make purchases for your account.
(...)
If you provide incorrect or misleading registration information.
Please understand that if you used the casino account registered in your mother's name, you breached these rules, and the casino is not obligated to honor any winnings.
The account in an online casino is intended for one person only, and therefore, the account user, the information in the casino profile, and the payment method used all need to match a single person. Failure to adhere to this principle will inevitably cause issues in any online casino.
Unfortunately, we are not able to help you further in this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.
Best regards,
Tomas
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
