Gransino Casino - Рахунок гравця закрито, але депозити дозволені.

Dear Sir or Madam,

I had on 16.02.2025 under [email protected] requested an account closure due to gambling addiction. The casino responded on February 18, 2025 and requested confirmation of the closure. I confirmed this on February 18.

Today, on February 25, 2025, I was still able to make deposits where I lost €900. Is there a possibility to reclaim the amount?

Mfg

Leon K***

Sehr gehrte Damen und Herren,

ich hatte am 16.02.2025 unter [email protected] eine Kontoschließung angefordert aufgrund Spielsucht. Darauf hatte das Casino am 18.02.2025 geantwortet und eine Bestätigung der Schließung gefordert. Dies hatte ich am 18.02. auch bestätigt.

Heute, am 25.02.2025 konnte ich trotzdem Einzahlungen tätigen, wo ich 900€ verloren habe. Besteht die möglichkeit den Betrag zurückzufordern?

Mfg

Leon K***

Dear elleone89,

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

Self-exclusion request: you can contact Support Service Team via e-mail: [email protected], and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

Do I understand correctly that you currently have access to your casino account? Have you already discussed this issue with the casino? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here.

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

Best regards,

Kristina

Dear elleone89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Kristina,

I sent you a response with relevant attachments on 25.02.2025 by email to sent.

On February 28, I received information from Gransino that the account had been closed. However, I did not receive a refund.

Hallo Kristina,

ich hatte Ihnen eine Rückmeldung mit relevanten Anhängen am 25.02.2025 per E-Mail an [email protected] zugeschickt.

Vom Gransino selbst habe ich am 28.02. die Info erhalten dass das Konto geschlossen wurde. Eine Rückerstattung habe ich allerdings nicht erhalten.

Thank you very much, elleone89, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello elleone89,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gransino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello Michael;

I came to an agreement with the casino and they refunded the €900 to my account yesterday. That sorted it out. Thanks again for your support.

VG

Leon

Hallo Michael;

ich hatte mich mit dem Casino geinigt, und die haben mir die 900€ auf mein Konto gestern Rückerstattet. Damit hat sich dies geklärt. Danke nochmal für eure Unterstützung.

VG

Leon

Dear elleone89,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V 

Casino.Guru