GrandX Casino - O pedido de auto-exclusão do jogador foi ignorado por mais de um mês.

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

Hallo....habe mich am 22.2.2020 an GrandX gewandt und mich sperren lassen wegen mein Spielproblem.(teilte es auch den Casino mit)...dachte ich bin geschützt das ich nicht mehr zugreifen kann.....denkste es überkam mich am 22.3.2020 und der Support öffnete den Zugang sofort ohne nachfrage....und prompt verlor ich wieder 2000€...

Wendete mich an das Casino und es teilte mir Hilfeseiten mit....

Jetzt kommt das beste liess das Konto nach dem Verlust am 22.3 sperren wieder mitgeteilt das ich Spielsüchtig bin.....dann wollte ich wissen ob die sowas ernst nehmen......aber konnte es am 23.3 wieder öffnen.....

Echt des letzte vor allen wenn man sich schon outet....

Gruss 

Reiner

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

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

Hallo

habe dir die nötigen Unterlagen per email geschickt bei weiteren Fragen stehe ich schnellstmöglich zu Verfügung 

Gruß 

Reiner

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.

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.

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

Hallo Peter

wollte das Casino nie schlecht reden....nur das mit dem Selbstausschluss klappte nicht....wie Sie sich ja selbst überzeugen konnten:

Folgendes habe gestern eine email bekommen von GrandX die mich sehr gefreut hat....sie sind bereit mir die eingezahlten Beträge ab den 22.2.2020 rückzuerstatten was ich gerne annahm.......

So bald das Geld bei mir eintrifft werde ich es mitteilen......

Gruß 

Reiner

I see, that's good news. Please let me know as soon you receive the money.

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

Hallo Peter

vielen vielen Dank für eure Hilfe....

Update:

Die Rückerstattung vom GrandX wurde auf mein Konto gutgeschrieben.....an das Casino auch herzlichen Dank dafür....

Damit ist dieser Fall geschlossen für mich....

Mein nächster Schritt wird nun sein mir professionelle Hilfe zu suchen um mein Leben zurückzukommen 😭

Viele liebe Grüße an das ganze Team

Reiner 

Hi Reiner,

I'm glad to hear you received your money. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter