GrandWin Casino - A conta do jogador permanece ativa apesar do pedido de autoexclusão.

Hello,

On December 10, 2024, I wrote an email to the casino stating that I was addicted to gambling. I also asked if they could refund part of my losses as a gesture of goodwill.

My complaint is about something different. In the email, I clearly stated that my account should be blocked so that I could no longer play. Unfortunately, the account is still active and I was able to make further payments. It was exactly €850. This wouldn't have been possible if they had responded to the email I sent almost three months ago.

I had sent the email to support@grandwin.com and received a single email on December 12, 2024. I should contact customercare@grandwin.com so my request can be addressed. Nothing has been received to date. Therefore, I would like to receive a refund of the €850.

I can gladly send you proof via email!!

LG S***

Hallo,

Am 10.12.24 habe ich an das Casino eine Email geschrieben,dass ich Spielsüchtig bin, ich fragte auch,ob man aus kulanz ein teil meines verlustes wieder zurück erhalten kann.

Bei meiner Beschwerde handelt es sich um was anders. In der Email hatte ich klar und deutlich geschrieben,dass mein Konto gesperrt werden soll,damit ich nicht mehr spielen kann. Leider ist das Konto immer noch aktiv und konnte weitere Zahlungen tätigen. Es waren genau 850€. Dies wäre mir nicht möglich gewesen,wenn man auf die Email reagiert hätte,die ich vor knapp 3 monate geschrieben hatte.

Die Email hatte ich an support@grandwin.com geschrieben und hatte eine einzige email am 12.12.24 erhalten. Ich soll mich an customercare@grandwin.com wenden,damit mein Anliegen bearbeitet werden kann. Bis heute nichts gekommen. Daher möchte ich die 850€ zurück erhalten.

Nachweise kann ich gerne per Email schicken!!

LG S***

Dear Synaro,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from grandwin.com, he/she needs to contact us on the following email address: customercare@grandwin.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance.

Best regards,

Kristina

Have sent

Habe gesendet

Thank you for your reply, Synaro. Do I understand correctly that the casino has never closed your casino account? Have you tried getting in touch with the casino since December to request account closure again?

Hello, I'm not obligated to email the casino multiple times. They should respond after the first email. However, on March 14, 2025, I wrote again and stated that I'd suffered even more losses because my request to block my account had been ignored. The account has been closed for a few days now. But the casino could have prevented the €850 loss.

Hallo,ich bin nicht verpflichtet mehrmals eine email an das casino zu schreiben. Nach der ersten mail sollte reagiert werden. Am 14.3.25 habe ich aber nochmal geschrieben,und teilte mit,dass ich nun noch mehr Verlust erlitten habe,weil mein Wunsch mit der Sperre ignoriert wurde. Seit paar Tagen ist nun das Konto geschlossen. Aber den Verlust von 850€ hätte casino verhindern können.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, I sent it to the email address

Hallo habe es an die Email Adresse geschickt

Dear Synaro,

After reviewing your case, I regret to inform you that we cannot proceed with your complaint, as it does not meet the necessary criteria for resolution. It appears that you sent a single email requesting the closure of your account, but continued to play and deposit funds while waiting for the casino to act. Additionally, there was no follow-up communication or use of alternative channels available at the casino to ensure your request was properly addressed until March, after which your account was successfully closed.

We believe that in such cases, players should take proactive steps, including following up on their initial request or utilizing other communication methods if the casino has not responded. Simply relying on one communication without further effort cannot be considered due diligence on the player's part.

As a result, your complaint does not meet the necessary criteria for a refund, and I must reject the case as unjustified.