Gransino Casino - A conta do jogador foi reaberta contra o pedido de autoexclusão.

Dear Casino Guru Team,

I would also like to ask for your intervention with the Gransino Casino, as I believe the handling of my case represents a serious violation of the principles of responsible gaming.

I again sent the casino a formal request for permanent self-exclusion, clearly stating that I suffer from a serious gambling addiction and that this request was motivated solely by the need to protect my health and well-being.

The situation is particularly serious because my account had already been subject to a previous self-exclusion. However, the casino subsequently reopened my account without my consent, allowing me to continue playing and making further deposits. If my self-exclusion had been properly respected, these losses would never have occurred.

I find it unacceptable that a gaming operator would ignore such a sensitive request, especially when the player explicitly states that they suffer from gambling addiction. Operators have a duty to strictly enforce responsible gaming measures and protect vulnerable players, not to allow them to continue gambling.

For these reasons I asked the casino to:

proceed immediately to permanently self-exclude my account;

fully refund all deposits made after the account is reopened;

permanently stop any promotional communications, bonuses or marketing activities towards me.

I kindly ask you to look into this matter and contact the casino so they can provide an explanation regarding the reopening of my account and the failure to comply with their responsible gaming policies.

I believe that reactivating a previously self-excluded account, without the player's consent and despite my declared gambling addiction, constitutes gross negligence and a violation of fundamental consumer protection principles.

I remain available to provide all the documentation in my possession, including emails sent to the casino and any further evidence useful in evaluating the case.

Gentile Team di Casino Guru,

desidero chiedere il vostro intervento anche nei confronti del casinò Gransino, in quanto ritengo che la gestione del mio caso rappresenti una grave violazione dei principi di gioco responsabile.

Ho nuovamente inviato al casinò una richiesta formale di autoesclusione permanente, comunicando chiaramente di soffrire di una grave dipendenza dal gioco d'azzardo e che tale richiesta era motivata esclusivamente dalla necessità di tutelare la mia salute e il mio benessere.

La situazione è particolarmente grave perché il mio account era già stato oggetto di una precedente autoesclusione. Successivamente, però, il casinò ha riaperto il mio account senza il mio consenso, consentendomi di continuare a giocare e a effettuare ulteriori depositi. Se la mia autoesclusione fosse stata rispettata correttamente, tali perdite non si sarebbero mai verificate.

Ritengo inaccettabile che un operatore di gioco possa ignorare una richiesta così delicata, soprattutto quando il giocatore dichiara espressamente di soffrire di ludopatia. Gli operatori hanno il dovere di applicare rigorosamente le misure di gioco responsabile e di proteggere i giocatori vulnerabili, non di permettere loro di continuare a giocare.

Per questi motivi ho richiesto al casinò di:

procedere immediatamente all'autoesclusione permanente del mio account;

rimborsare integralmente tutti i depositi effettuati dopo la riapertura dell'account;

interrompere definitivamente qualsiasi comunicazione promozionale, bonus o attività di marketing nei miei confronti.

Vi chiedo cortesemente di esaminare questo caso e di contattare il casinò affinché fornisca una spiegazione in merito alla riapertura del mio account e alla mancata tutela prevista dalle politiche di gioco responsabile.

Ritengo che la riattivazione di un account precedentemente autoescluso, senza il consenso del giocatore e nonostante la mia dichiarata dipendenza dal gioco d'azzardo, costituisca una grave negligenza e una violazione dei principi fondamentali di tutela del consumatore.

Resto a disposizione per fornire tutta la documentazione in mio possesso, comprese le email inviate al casinò e qualsiasi ulteriore prova utile alla valutazione del caso.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email at support@gransino.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Gransino Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your response and for taking the time to review my complaint.

Below I provide the answers to your questions:

Is my account currently accessible?

No, my account is currently closed.

Can you share the communication in which you informed the casino of your gambling problems?

Yes. I just emailed you all the documentation I have, including emails and screenshots of conversations with customer service, which clearly show that I informed the casino that I had a serious gambling problem and requested permanent self-exclusion. The documentation also contains the relevant dates and times, where available. I'M ALSO FORWARDING THEM VIA MY OTHER INSTITUTIONAL EMAIL ADDRESS, AS I DON'T KNOW IF YOU WILL RECEIVE THE EMAILS BECAUSE THERE ARE TOO MANY.

When was the last time the casino allowed you to make a deposit?

I don't remember exactly but in any case the period was during the closure request

Has the casino responded to your refund request yet? What was the casino's response?

This was the response despite 30 emails being sent:

'' Zina (Gransino)

June 19, 2026, 2:11 PM EEST

Dear Antonio,

Thank you for contacting us.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.''

THEY LATER SENT ME THESE OTHER EMAILS WHERE THEY SAID THAT THEY WERE INVESTIGATING THE MATTER, BUT ON JUNE 25TH... AND TO DATE I HAVE NOT RECEIVED ANY RESPONSE

'' Selene (Gransino)

June 30, 2026, 2:27 PM EEST

Dear Antonio,

Thank you for contacting our Customer Support Team.

We inform you that your report has been taken care of by the relevant department.

Our internal team has already started all the necessary investigations to investigate the case further.

We thank you for your patience and kindly ask you to wait for our next response.

If you have any further questions or requests, please do not hesitate to contact us via Live Chat or email. support@Gransino.com .

La ringrazio per la sua risposta e per il tempo che sta dedicando all'analisi del mio reclamo.

Di seguito le fornisco le risposte alle sue domande:

Il mio account è attualmente accessibile?

No, il mio account è attualmente chiuso.

Può condividere la comunicazione nella quale ha informato il casinò dei suoi problemi di gioco?

Sì. Le ho appena inviato via email tutta la documentazione in mio possesso, comprese le email e gli screenshot delle conversazioni con il servizio clienti, dai quali risulta chiaramente che avevo comunicato al casinò di avere un grave problema di gioco d'azzardo e avevo richiesto l'autoesclusione permanente. La documentazione contiene anche le relative date e gli orari, ove disponibili, LE INOLTRO INOLTRE TRAMITE ANCHE L'ALTRA MIA EMAIL ISTITUZIONALE IN QUANTO NON SO SE VI ARRIVERANNO LE EMAIL PERCHE SONO TROPPE..

Quando è stata l'ultima volta che il casinò ti ha permesso di effettuare un deposito?

non ricordo precisamente ma comunque il periodo era durante la richiesta di chiusura

Il casinò ha già risposto alla tua richiesta di rimborso? Cosa ha risposto il casinò?

si ha risposto in questo modo nonostante le 30 email inviate :

'' Zina (Gransino)

19 giu 2026, 14:11 EEST

Dear Antonio,

Thank you for contacting us.

We would like to draw your attention to the following point of the General Terms and Conditions, which you accepted when creating your account on our website:

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned articles, we regret to inform you that a refund is not available for your account.

We hope this helps clarify the matter for you.''

SUCCESSIVAMENTE MI HANNO INVIATO QUESTE ALTRE EMAIL DOVE DICEVANO CHE STAVANO NDAGANDO SUL FATTO, MA IL 25 GIUGNO.. ED AD OGGI NON HO RICEVUTO ALCUNA RIPSOSTA

''Selene (Gransino)

30 giu 2026, 14:27 EEST

Gentile antonio ,

Grazie per aver contattato il nostro Team di Assistenza Clienti. 

La informiamo che la sua segnalazione è stata presa in carico dal dipartimento competente.

Il nostro team interno ha già avviato tutte le verifiche necessarie per approfondire il caso.

La ringraziamo per la pazienza e Le chiediamo gentilmente di attendere un nostro prossimo riscontro. 

Se dovesse avere ulteriori domande o richieste non esiti a contattarci via Live Chat oppure via email support@Gransino.com.

Thanks for your patience.

I went over the information you provided.

Has the casino concluded its investigation since your last post?

If you have any communication from last year saved, please note that no such communication reached me.

Please let me know.

Hi Tomas,

The casino actually closed my account. However, despite numerous emails I sent and their initial replies confirming they were conducting an internal review, I haven't received any updates or a definitive response since.

Regarding the documentation relating to last year's self-exclusion, I unfortunately don't retain any communications. However, I'm confident the casino has all the information and related internal records, including communications regarding my self-exclusion request and subsequent account closure, as this data should be stored in their systems.

Ciao Tomas,

il casinò ha effettivamente chiuso il mio account. Tuttavia, nonostante le numerose email che ho inviato e le loro risposte iniziali in cui mi confermavano che stavano svolgendo delle verifiche interne, da quel momento non ho più ricevuto alcun aggiornamento né una risposta definitiva.

Per quanto riguarda la documentazione relativa all'autoesclusione dello scorso anno, purtroppo non conservo alcuna comunicazione. Tuttavia, sono certo che il casinò disponga di tutte le informazioni e dei relativi registri interni, comprese le comunicazioni riguardanti la mia richiesta di autoesclusione e la successiva chiusura dell'account, poiché tali dati dovrebbero essere conservati nei loro sistemi.

Thanks for the confirmation.

Sadly, we can only confront the casino regarding their failure to protect you with evidence coming from you, as the casino has no obligation to provide it to us. Without evidence, your account was previously closed due to a disclosure of gambling issues; we can't fault or penalize the casino. If you happen to recover the evidence from last year, don't hesitate to contact us again, and we'll do our best to assist you. We hope you won't face similar issues in the future.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.