Gransino Casino - プレイヤーのアカウントが不当に再開されました。

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.

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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

Hello again, I have sent you the documentation verifying that the email you mentioned was sent to your address, as it contains personal data and I don't want it displayed in the public thread. I have sent the documentation to petra.h@casino.guru

Please confirm receipt of this documentation

Hola de nuevo, le he enviado la documentación que verifica el envío del correo que mencionas a su correo, puesto que se muestran datos de carácter personal y no quiero que se muestren en el hilo público. He enviado la documentación a petra.h@casino.guru

por favor, confirme la recepción de dicha documentación

Dear PlayerEsp1021

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello PlayerEsp1021, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. So far, you have shown us communication from the casino regarding account closure, however the information there is not enough for me to establish any kind of premise. Before we invite the casino representative to join this thread, I would like you to send me the original e-mail you have written to the casino, requesting the account closure. You can either post a screenshot in this thread, or forward me the original at matej.l@casino.guru. Thank you.

As I have mentioned repeatedly, due to a problem with my email, I do not have access to emails sent and received in the year 2025.

However, the casino does have that email, as they are required to keep records of all communications with users for three years. I have repeatedly requested a record of all email communications, but, unsurprisingly, they suddenly stopped responding after I requested this information and documentation. They are hindering transparency in the process, which is a clear indication that they are hiding something. Obviously, they are hiding the email in which I clearly stated my intention to close my account.

I would love to cooperate by sending you that email, but I can assure you that I don't have access to that communication due to a problem with my personal email. If the casino isn't cooperating with the process, they are obstructing access to the information, and that is clearly illegal. For my part, there's nothing more I can do. I can send you a record of the emails from my last communications in which I clearly requested all the email records related to my account and your accounts. support@gransino.com , vip@gransino.com and its live chat.

I need you, or any other legal mechanism, to contact them through another channel and request all that documentation, because they're completely ignoring me. In fact, they've stopped responding altogether; it's all very unclear.

Como he mencionado en repetidas ocasiones, por un problema en mi correo, no tengo acceso a los correos enviados y recibidos en el año 2025.

no obstante, el casino si que tiene ese correo, pues deben guardar la comunicación con cualquier usuario en un plazo de 3 años. He solicitado por activa y por pasiva que me envien un registro de toda la comunicación mail, pero, sin sorpresa, han dejado de contestarme de forma repentina una vez he solicitado dicha información y documentación. Dificultan la transparencia del proceso y eso es un claro indicativo de que algo ocultan. Obviamente, ocultan el correo en el que les indico claramente la voluntad de cierre de cuenta.

me encantaría colaborar enviandole dicho correo, pero le puedo asegurar que no tengo acceso a esa comunicación por un problema con mi mail personal. Si el casino no colabora con el proceso, estan obstruyendo el acceso a la informacion y eso es claramente una ilegalidad. Por mi parte, mas no puedo hacer, le puedo enviar un registro mail de las ultimas comunicaciones en las que les solicito de forma clara todo el registro mail de mi cuenta con sus cuentas support@gransino.com, vip@gransino.com y su chat en vivo.

necesito ustedes o cualquier otro mecanismo legal se ponga en contacto con ellos por otra via y solicite toda esa documentacion pues a mi no me hacen ningun caso. De hecho han dejado de contestarme, muy oscuro todo

Thank you for the quick response, PlayerEsp1021, and not to worry. I will ask the casino for the message, and hopefully we can close this complaiint shortly. :)

I’d like to invite a representative of Gransino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with the original message sent to the support staff requesting the account closure. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Nothing will be forwarded or shared, and will be used solely for internal investigation purposes.

Thank you for your patience and cooperation in advance.