Gransino Casino - Igračev nalog je nepravedno ponovo otvoren.

In 2025, I requested the complete, final, and permanent closure of my account after accumulating multiple losses. The casino accepted via email, and I lost access.

Some time later, without prior notice or authorized consent, they reopened the account, which I was able to access again because they started sending promotions. Re-accessing it caused me to accumulate more losses due to their negligent account reopening. I cannot recover the communication emails because they were deleted from my message history, but I contacted the casino through their support, attaching the following email:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems.

Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses.

I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

Subsequently, they responded to me with what I show you in the following attached email photo, closing my account which I can no longer access.

I demand a refund of the entire amount lost since the moment of its unauthorized, illegal, and reckless reopening.

Durante el 2025, solicité cierre total, definitivo y permanente de mi cuenta tras acumular múltiples perdidas. El casino aceptó a través de comunicación por correo y dejé de tener acceso.

Un tiempo después, sin aviso previo ni consentimiento autorizado, reabrieron la cuenta a la que pude volver a acceder pues volvieron a enviar promociones. Volver a acceder me hizo acumular más perdidas, por su negligente reapertura de la cuenta. No puedo recuperar los correos de comunicacion por borrado de mi historial de mensajes, pero he contactado con el casino a traves de su soporte con correo adjunto:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems.

Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses.

I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

seguidamente, me han respondido lo que les muestro en el siguiente correo adjunto en foto, cerrando mi cuenta a la que ya no puedo acceder.

exijo devolucion de toda la cantidad perdida desde el momento de su reapertura sin permiso e ilegal e imprudente.

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.

Dear PlayerEsp1021,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru or put it directly to this thread.

Thank you very much in advance.

Best regards

Petra

The reason, which I explicitly stated to their support team, was due to gaming issues and accumulated losses. This was communicated in August 2025, and I lost access for a while, but later I started receiving promotions again and was able to resume playing, accumulating even more losses.

Due to problems with my personal email, I lost the thread of emails in which I communicated the self-exclusion request.

El motivo fue explicitamente, y así se lo hice saber a su soporte, por problemas de juego y acumulación de perdidas. Se comunicó en agosto de 2025, y dejé de tener acceso durante un tiempo, pero posteriormente volví a recibir promociones y pude volver a jugar acumulando más perdidas.

debido a problemas con mi correo personal, perdí el hilo de correos en el que comuniqué la solicitud de autoexclusión

Dear PlayerEsp1021,

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.

Excuse me, what is the deadline you extended by 7 days? I sent you my answer a week ago, and you haven't written to me since then.

Gransino is not sending me the email log with the communications regarding the closure. They are blocking access to the information, and therefore I cannot proceed to send them the log showing the formal request for closure due to problems.

Perdone, cuál es el plazo que han ampliado 7 días? Les envié mi respuesta hace una semana, no me han vuelto a escribir ustedes desde entonces.

Gransino no me envía el registro mail con las comunicaciones relativas al cierre. Están bloqueando el acceso a la información y así no puedo proceder a enviarles el registro en el que se muestra la solicitud formal de cierre por problemas.

Dear PlayerEsp1021,

Thank you for your reply.

Please note that the 7-day deadline is our standard timeframe during which a player is expected to respond within the complaint thread after we ask a question or request additional information.

• To be able to proceed with your case, could you please provide any proof that the following email was sent to the appropriate department of the casino:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems. Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses. I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

Without proof that this request was sent to the casino, we will not be able to proceed with the investigation process. Thank you for your understanding.

Kind regards,

Petra