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Good morning, on October 12th, I requested the immediate closure of my account due to gambling addiction. By October 14th, I hadn't received any response from them, so I sent my medical documentation. In reply, I received an email from Andrea, a VIP consultant, who offered me a €200 immediate bonus and additional bonuses on my deposits. Obviously, I started playing again (I hadn't played since my initial request). I then contacted Andrea after depositing €1910 (with €200 pending) and sent him screenshots of my emails about the gambling addiction. He alerted the casino's department that handles these matters, and they closed my account with €200 still pending. I requested a refund for the money I played with after my closure request due to gambling addiction since they offered me VIP status and bonuses to encourage me to play. The amount is €1910, with €200 pending, and my account is closed. No one is responding to me. The chat feature is unavailable, and the consultant is no longer communicating with me.

buongiorno in data 12 ottobre ho richiesto chiusura immediata per ludopatia. In data 14 ottobre non avendo ricevuto nulla do loro ho mandato la mia documentazione medica. Come risposta ho avuto una mail da Andrea consulente vip che mi offriva 200 euro di bonus immediato e altri bonus sui depositi. Ovviamente ho ricominciato a giocare (prima non avevo più giocato dopo la richiesta) . Ho poi contattato Andrea dopo aver depositato 1910 euro (di cui 200 pendenti) mandandogli gli screenshot delle mie e-mail di ludopatia. Ha avvisato la sezione del casino che si occupa di questo e mi hanno chiuso account con 200 euro pendenti. Ho richiesto il rimborso dei soldi giocati dopo che , avendo richiesto la chiusura per ludopatia, mi è è stato offerto vip status e bonus per invogliarmi a giocare. L’importo è di 1910 euro ripeto con 200 pendenti e account chiuso. Nessuno mi risponde. La chat non è utilizzabile e il consulente non comunica più con me.

Dear elisabetcors,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino regarding the refund request? Please include any of the casino's responses.
• My email is tomas@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 for your reply.

Best regards,

Tomas

I sent you everything by email. I asked for exclusion on the 12th and on the 15th I had a VIP consultant from the casino who offered me bonuses and I started depositing again. I have a transfer that would have arrived today debited to the bank. And they didn't even play them.

plus another 1710 euros deposited. I want my money.

Ti ho mandato tutto per e-mail. Ho chiesto esclusione il 12 e il 15 ho avuto dal casinò consulente vip che mi offriva bonus e ho ricominciato a depositare. Ho un bonifico che sarebbe arrivato oggi addebitato in banca. E li hanno loro neanche giocati.

più altri 1710 euro depositati. Voglio i miei soldi.

Dear elisabetcors,

Have you received any response from the casino regarding your refund request and the refund of the unprocessed deposit since your last reply?

Do I understand correctly your account has been closed already?

I'll await your reply.

No one ever answered my emails. The VIP consultant requested closure after seeing the screens and apologized. But no one answers me. Even 200 euros arrived with the account closed.

Nessuno hai mai risposto alle mie mail. Il consulente vip ha richiesto la chiusura dopo aver visto gli screen e si è scusato. Ma nessuno m I risponde. Addirittura 200 euro sono arrivati ad account chiuso.

Thank you very much, elisabetcors, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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 elisabetcors,

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 GrandWin 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

Please help me, no one answers my emails. They even took 200 euros from a closed account two days before. I think it is unworthy to offer bonuses and bio status to those who asked for a medically certified gambling addiction to be closed two days before. Help me.

Per favore aiutatemi , nessuno risponde alle mie e-mail. Hanno persino preso 200 euro a conto chiuso due giorni prima. Ritengo indegno offrire bonus e bio status a chi ha chiesto due giorni prima chiusura per ludopatia certificata dal punto di vista medico. Aiutatemi.

After 3 weeks, I never received a response to my email. The consultant, I repeat, after seeing my emails with requests to close with a medical certificate, had the account closed, apologizing. In the meantime, I had deposited, for the offers received and bonuses, 1710 euros and subsequent 200 (with bank transfer) arrived on the already closed account. I want my money back.

Dopo 3 settimane, non ho ricevuto mai una risposta alla mia e-mail. Il consulente ripeto dopo aver visto le mie e-mail con richieste di chiusura con certificato medico , ha fatto chiudere il conto scusandosi. Nel frattempo avevo depositato , per le offerte ricevute e bonus , 1710 euro e successivi 200 (con bonifico ) sono arrivati sul conto già chiuso. Rivoglio i miei soldi.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The player’s account closure request has been processed in accordance with our policies. Regarding the amount referenced by the player, we are actively reviewing this and kindly ask for a bit more time to resolve it thoroughly.

For reassurance, please note that the player’s account remains securely closed.

Kind regards,

GrandWin Casino

Good morning, I have been waiting for weeks for a response to my emails and chat requests from grandwin. Never received a response and my financial conditions have been seriously compromised by this Malicious behavior towards me. And psychologically I have suffered, during treatment, a serious trauma. Not even an apology has come to me from the casino except from Andrea the vio consultant who was assigned to me. Who wrote to me: never would the casino have given me the mandate to offer you bonuses and VIP status if it had received the documentation of gambling addiction. Only after my screen shots did he apologize and immediately close the account. But I had already diverted 1910 euros of which 200 arrived now in a closed account. I want my money back please.

Buongiorno sono settimane che aspetto una risposta alle mie e-mail e richieste in chat da grandwin. Mai ricevuto una risposta e le mie condizioni finanziare sono state gravemente compromesse da questo comportamento Doloso nei miei confronti. E psicologicamente ho subito , in corso di cura, un grave trauma. Neanche una scusa mi è è arrivata dal casinò se non da Andrea il consulente vio che mi è stato assegnato. Che mi ha scritto: mai il casinò mi avrebbe dato mandato a offrirti bonus e status vip se avesse ricevuto la documentazione di ludopatia. Solo dopo i miei screen shot mi ha chiesto scusa e fatto chiudere subito account. Ma avevo depistato già 1910 euro di cui 200 arrivati ormai a conto chiuso. Rivoglio i miei soldi per favore.

Dear GrandWin Casino,

Please, keep us updated regarding the situation.

It's already been another 4 days since the casino responded. Today marks 4 weeks since the problem started. I repeat 4 weeks

sono già trascorsi ulteriori 4 giorni dalla risposta del casinò. Oggi sono 4 settimane dall inizio del problema. Ripeto 4 settimane

I think it is really unfair to wait 4 weeks in vain for a legitimate refund request, after having entrusted me with a VIP consultant and offered bonuses, received 200 euros on a closed account. I want my money back, obviously not the ones I played before but the ones I played because of the temptation to play with bonuses and other PERSONAL ones. After medical certification of gambling problem. Absurd. Michal please intervene to help me

Credo sia veramente scorretto attendere 4 settimane inutilmente per una legittima richiesta di rimborso , dopo avermi affidato un consulente vip e offerto bonus, ricevuto 200 euro a conto chiuso. Rivoglio i miei soldi , ovviamente non quelli che ho giocato prima ma quelli giocato a causa dell invogliarmi a giocare con bonus e altri PERSONALI. Dopo attestazione medica di gambling problem. Assurdo. Michal intervenga per favore per aiutarmi

Casino still not responding. The situation here is really serious. Including the money deposited to a closed account. I want my legitimate refund.

Il casinò continua a non rispondere. Qui la situazione è veramente grave. Compresi i soldi depositati a conto chiuso. Voglio il mio legittimo rimborso.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Please michal can you help me? How can I report what happened. They even took money I never played and took advantage of my illness. I want to report the person who gave the license. They didn't even bother to answer my email. What can I do?

Per favore michal puoi aiutarmi ? Come posso denunciare l’accaduto. Addirittura soldi mai giocati hanno preso un questo casinò e hanno approfittato della mia malattia. Voglio denunciare a chi da la licenza. Non si sono degnati neanche di rispondere alla mia mail. Cosa posso fare ?

Please I need the money. 200 euros were not even played! Arrived with a closed account. And it is strictly forbidden to offer bonuses and

contact to continue to make you play a compulsive gambler. I made a request with documentation and stopped depositing until I received Andrea's emails

VIP Consultant. I have family and a shame. Please do the right thing.

Per favore ho bisogno dei soldi . 200 euro non sono stati neanche giocati ! Arrivati a conto chiuso. Ed è severamente vietato offrire bonus e

contattare per continuare a farti giocare un ludopatico. Io ho fatto richiesta con documentazione e ho smesso di depositare sino a che non ho ricevuto le e-mail di Andrea

Consulente vip. Io ho famiglia e una vergogna. Vi prego di fare le cose giuste.

Dear Michal, elisabetcors

Thank you for your patience. We would like to inform you that we are still reviewing the case and additional time will be required. 

Thank you in advance!

Kind regards,

GrandWin Casino

Dear GrandWin Casino,

I would also like to inform you that I will not be setting these timers indefinitely. I am sure that 3 weeks is a long enough time for you to review this case thoroughly. I am setting a last timer, and I am looking forward to your updates.

Dear Michal,

We would like to inform you that the player expressed her intention to be closed, and our team provided instructions on how to submit a proper self-exclusion request, which she did not adhere to.

However, due to a separate matter which is uninvolved with the topic we are currently discussing, her account was closed on the 18th of October.

With regard to the 200 EUR in question, we can confirm that this was a pending deposit that entered the account shortly after our team executed the closure. The funds have been refunded to the player.

Kind regards,

GrandWin Casino

you entrusted me with the VIP consultant when you knew very well about my problem with a medical report! (You also answered me) and I started depositing again!

I want the money I deposited. 1710 euros. I confirm that I have had a refund of 200 euros. Please that is not correct I want my money back.

The account was closed in 10 minutes as soon as I informed the VIP consultant that I had requested exclusion for gambling addiction. And the consultant replied to me "IMPOSSIBLE FOR THE CASINO TO HAVE ASSIGNED ME IF YOU ARE A GAMBLING PATH" after showing the screenshots, HE APOLOGIZED AND MADE ME CLOSE MY ACCOUNT IMMEDIATELY!

he told me that the casino takes these things to heart!!! In fact I'm still waiting for my refund of the rest.

I want my money

voi mi avete affidato il vip consulente quando sapevate benissimo del mio problema con referto medico! (Mi avete anche risposto ) e io ho ricominciato a depositare !

voglio i soldi che ho depositato. 1710 euro. Confermo di aver avuto un rimborso dei 200 euro. Per favore non è corretto rivoglio i miei soldi.

l account è stato chiuso in 10 minuti non appena ho informato il consulente vip che avevo richiesto esclusione per ludopatia. E il consulente mi ha risposto "IMPOSSIBILE CHE IL CASINÒ MI ABBIA ASEGNATO SE TU SEI LUDOPATICA" dopo aver mostrato gli screenshot, SI E SCUSATO E MI HA FATTO CHIUDERE ACCOUNT SUBITO !

mi ha detto che il casinò prende a cuore queste cose !!! Infatti ancora sto aspettando il mio rimborso del resto.

Io voglio i miei soldi

The issue is very simple. Since you responded to my email about the request for closure for gambling addiction, instead of protecting the player (I sent two closure emails, one on October 12 and the other on October 14), on the 15th you gave me a consultant who offered me bonuses not only by email but also on WhatsApp. And I started playing again. Then after I informed them of the seriousness of the situation that was happening to me, the consultant, INCREDITABLE AND DISGUSTING, proceeded to have my account closed. But I had already played 1710 euros plus the 200 with the closed account. 200 were refunded to me but I also have the right to receive the 1710. And I'm tired of waiting after a month and a half in which you never responded to the email and you continue to waste my and guru casino's time knowing full well that I am entitled to a refund for having played ENCOURAGED AND PUSHED BY A VIP CONSULTANT with a medical condition sent. That is, very serious. Just give me my money back. Help me michal

La questione Comunque è molto semplice. Dato che avete risposto alla mia e-mail sulla richiesta di chiusura per ludopatia, anziché tutelare il giocatore (ho mandato due e-mail di chiusura una il 12 e l’altra il 14 ottobre) il 15 mi avete dato un consulente che mi ha offerto bonus non solo per e-mail ma anche su whatsapp. Ed io ho ricominciato a giocare. Poi dopo che ho informato della gravità della situazione che mi stava succedendo , il consulente INCREDULO E DISPIACIUTO ha provveduto a farmi chiudere l account. Ma avevo già giocato 1710 euro più i 200 a conto chiuso. 200 mi sono stati rimborsati ma io ho il diritto a ricevere anche i 1710. E sono stanca di aspettare dopo un mese e mezzo in cui non avete mai risposto alla mail e state continuando a farmi perdere tempo a me e a guru casinò sapendo benissimo che ho diritto al rimborso per aver giocato INVOGLIATA E SPINTA DA UN VIP CONSULENTE con una patologia medica inviata. Cioè gravissimo. Ridatemi i miei soldi e basta. Aiutami michal

I received the 200 euros two days ago. I demand the rest now that's enough. You don't profit from people's health and illnesses.

I 200 euro li ho ricevuti due giorni fa. Pretendo il resto ora basta. Non si lucra sulla salute e le malattie delle persone.

Two weeks ago you wrote

The player’s account closure request has been processed in accordance with our policies.

so please. Stop acting this way. It’s serious. I need my money. It was my salary. I really need because I did not want to play. It’s one month and half I don’t play gambling anymore. I’m healing my self. I want money you pushed me to spent. It s unreal.

those are their terms. I am vulnerable with documents proving the disease. I have lost sleep. They made fun of me once. Now after a month and a half I want my money back.

those are their terms. Io sono vulnerabile con documenti comprovanti la malattia. Ho perso il sonno. Mi hanno preso in giro una volta. Ora dopo un mese e mezzo io rivoglio i miei soldi.

Dear GrandWin Casino,

I want to react to the statement you have provided:

"We would like to inform you that the player expressed her intention to be closed, and our team provided instructions on how to submit a proper self-exclusion request, which she did not adhere to."

Can you explain this in more detail? What was the issue with the request from the player in the first place? Was it sent to the wrong email address?

Good morning Michal I sent two emails to October 12th and 14th.

they replied to me on October 14 that I had to sign up to another email and in the meantime they immediately assigned me a VIP consultant with the medical documentation in hand. I want my money please.

then they closed me down immediately like

I have already explained . Account and informed me about this always support@

please that's not correct.

Buongiorno Michal ho mandato due e-mail a support@grandwin il 12 e 14 ottobre.

mi hanno risposto il 14 ottobre che dovevo sicrvere a un’altra mail e nel frattempo mi hanno assegnato subito un consulente vip con la documentazione medica in mano. Io voglio i miei soldi per favore.

poi mi hanno chiuso subito come

ho già spiegato . Account e mi ha informato di questo sempre support@

per favore non è corretto.

Dear Michal,

As previously mentioned in the thread, the player was advised to send her self-exclusion request to the appropriate email address. However, she sent it to a completely different email than the one she was redirected to, which caused delays in processing due to the incorrect point of contact.

Kind regards,

GrandWin Casino

I am entitled to a refund. It has nothing to do with the account closure time. It does have to do with the fact that customer support knew full well for 3 days that I had sent a medical certificate. Please, let's close this discussion, 45 days have passed and so on week after week, we arrive at 2025. Please. Give me my money back, played only after the consultant's insistence.

Io ho diritto al rimborso. Non c’entra il tempo di chiusura account. C’entra che Comunque il servizio di supporto clienti sapeva benissimo da 3 giorni che avevo mandato certificato dj malattia. Per favore chiudiamo questo discorso , sono trascorsi 45 giorni e così di settimana in settimana , arriviamo al 2025. Per favore. Ridatemi i miei soldi , giocati solo dopo insistenza del consulente.

You knew very well about my situation and yet you purposely put me the VIP consultant after two emails three days apart. So I could start playing again without closing the account. This is a scam

Voi sapevate benissimo della mia situazione eppure mi avete messo apposta il consulente vip dopo due e-mail a distanza di tre giorni. Così io ricominciassi a giocare senza chiudere il conto. Questa è una truffa

Please I didn't want to play anymore I wrote twice, Anyway you were aware of my illness at customer support and you gave me the vip manager for this even on whatsapp. I want my money back please. It's been so many days, between a little and Christmas and I need my money. All this is not fair. It's not fair.

Per favore nn volevo più giocare ho scritto due volte , Comunque voi eravate a conoscenza al supporto clienti della mia malattia e mi avete dato per questo il vip manager pure su whatsapp. Io rivoglio i miei soldi vi prego. Sono passato tantissimi giorni , tra un po e Natale e ho bisogno dei miei soldi. Non è giusto tutto questo. Non è giusto.

I wrote two emails to support. So customer support knew very well that I had sent two emails saying that I was a compulsive gambler and then they put me in charge of the VIP manager because I wanted to close the account. It's very serious.

I wrote two emails to support. Quindi il supporto ai clienti sapeva benissimo che avevo mandato due email dicendo che ero ludopatica e poi mi hanno messo il vip manager perché volevo chiudere account. E gravissimo

Dear elisabetcors,

I have read through the casino's terms and conditions and I have found the following information:

"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"

Did you contact the casino with your request to this email address? I can not see any emails sent to this address from the evidence you have provided.

No only after. I sent to " support " mail. But customer support knew about the gambling problem. Why give me a vip manager. It is unfair. I sent two emails

No only after. I sent to " support " mail. Ma il supporto clienti sapeva del problema della ludopatia. Perché darmi un vip manager. È scorretto. Ho mandato due e-mail

It's very strange that after knowing about the gambling addiction they gave me a VIP manager. And then Anyway they closed the account only thanks to the request of the consultant. What protection do I have? I got the email wrong but Anyway the site knew very well about the problem.

È molto strano che dopo aver saputo della ludopatia mi hanno dato un vip manager. E poi Comunque hanno chiuso account solo grazie alla richiesta del consulente. Che tutela ho ? Ho sbagliato e-mail ma Comunque il sito sapeva benissimo del problema.

Dear GrandWin Casino,

Can I ask you to comment on the situation regarding the VIP manager? Was this manager assigned to the player after they informed you about their gambling addiction?

It's been two months, please

they gave me the vip manager after 3 days from the first submission of addiction problem and the day after the submission of medical documentation

sono Passati due mesi , per favore

loro mi hanno dato il vip manager dopo 3 giorni dal primo invio di addiction problem e il giorno dopo l invio della documentazione medica

Two months have passed. Two months.

Sono trascorsi due mesi. Due mesi.

Please my money

Per favore i miei soldi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

The VIP program is separate but we want to confirm that, when the player was granted VIP status and the Account Manager reached out to her, the player disclosed her issues, and the matter was escalated accordingly.

We would also like to mention again that the player did not contact our dedicated email address, but instead reached out to our support team. 

The specialized email address was created with the purpose to ensure smooth communication and proper handling of such matters by a specialized team.

In order to summarize the situation, we were not contacted on the proper e-mail address. Our team directed her to properly submit the request, which she did not do, causing further delays. Later on the account was closed and we returned all pending funds in it.

We believe this clarifies the issue, but if you have any further questions, we remain available.

Best regards,

GrandWin Casino

Dear elisabetcors,

I wanted to provide some clarification regarding the self-exclusion process. Casinos have specific procedures in place to ensure self-exclusion requests are handled correctly and efficiently. To process these requests, they must be sent to the designated email address provided by the casino. In this case, the appropriate address for self-exclusion requests is customercare@grandwin.com, as clearly outlined in the casino’s terms and conditions.

Upon reviewing the situation, it appears that your request was not submitted to this designated email address.The casino had even reminded you of this, but you did not comply. I understand that this may be frustrating, and I apologize for any confusion or inconvenience this may have caused. Please know that our goal is to assist you in this process, and I appreciate your understanding and cooperation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.