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