PlayGrand Casino - Igrač traži povraćaj novca nakon što je račun otvoren protiv njegovog zahteva.

I am a severe gambling addict. I sent an email in 31th of july 2023 to this website support email that i want them to block me from ever opening an account to their website to make sure i wont be able to play in the future. I succesfully made an account and i remand an refund of all deposits i made. I also asked in the email to ban me from making an account to their sister casinos. This email was sent to many casinos and it included some of their sister casinos.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you opened your first account at PlayGrand Casino?
• Did you use the same email address to register at this casino as the one you used on 31 July 2023 when you requested self-exclusion from multiple casinos at once?
• Have you completed the full KYC verification process at this casino?
• When exactly did you register at this casino again?
• Have you received any response from PlayGrand Casino regarding the self-exclusion request you sent on 31 July 2023? If so, please forward it to me at veronika.f@casino.guru.

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

Best regards

Veronika

I answered to this via email.

Thank you for your email.

When you contacted the casino as part of your bulk email sent to several different brands in 2023, you did not have an account at PlayGrand Casino. According to the information you provided, you created your first account there only later, on 26 June 2026.

It is important to note that casinos are generally not obligated to proactively self-exclude individuals who do not yet have an account. In many cases, it may even be technically impossible for them to block such individuals or maintain a database of non-customers. Such preventive measures are not typically required by the licensing authority either.

Therefore, we are unable to request the casino to refund the deposits you made after opening your first account on 26 June 2026.

• Have you requested to be self-excluded from PlayGrand Casino at any time after 26 June 2026?
• Is your account still open, or has it been closed by the casino in the meantime?

Dear Ztrasher1,

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.

Hi, I answered via email again. I sent you the email i got from the casino.

Thank you for your email. I have reviewed the correspondence you provided.

On 10 July, the casino confirmed that they had manually applied an operator exclusion to all your accounts held within their network. Could you please clarify when exactly this exclusion was applied? Did you receive any confirmation from the operator informing you that you had been blocked from registering or accessing accounts across the entire network?

Also, the email you sent to multiple casinos at once in 2023 contained your address as follows: "Address: K*********a 1 a." There was no further information regarding the city, country, or postal code.

What address did you enter when you registered at PlayGrand Casino? What other personal information were you asked to provide during the registration process?

Dear Ztrasher1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru