Gransino Casino - Das Spielerkonto wurde geschlossen.

They closed my account yesterday without explanation; they owe me 2100 euros

I earned a lot of money

Me cerraron la cuenta ayer sin explicaciones me deben 2100 euros

Ingrese mucho dinero

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, good morning. It was all my own money, no bonuses. The account is fully verified. It was for roulette, and they've closed my account.

Hola buenos días fue todo de mi dinero ingresado nada de bonos la cuenta est totalmente verificada fue en ruleta aparte me han cerrado la cuenta

I need help, I'm having a hard time.

Necesito ayuda lo estoy pasando mal

Hello Albertoo91,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello, thank you very much for the heads-up. Extending the deadline is no problem. I appreciate Attila's efforts with my claim and will await his response when he returns. Best regards.

Hola, muchas gracias por el aviso. No hay problema con la ampliación del plazo. Agradezco el esfuerzo de Attila con mi reclamación y esperaré su respuesta cuando se reincorpore. Saludos cordiales.

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, Jana (jana.k@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,

Attila

Thank you so much for the update and for assigning Jana to handle my case. I look forward to your feedback or any further information you may need from me. Best regards.

Muchas gracias por la actualización y por asignar a Jana para gestionar mi caso. Quedo a la espera de sus comentarios o de cualquier información adicional que necesiten de mi parte. Un saludo.

Dear Albertoo91,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Gransino Casino representative to join this conversation and participate in resolving this complaint.

Dear Gransino Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

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 Albertoo91,

I hope this message finds you well. I have made multiple attempts to contact the casino; unfortunately, I have not had any success in reaching them. Regrettably, without their cooperation, there is little that can be accomplished. As the casino operates without a valid license and does not engage with any Alternative Dispute Resolution (ADR) services, there is no gaming authority we can approach in this matter.

For these reasons, I will be marking your complaint as "unresolved" in our system. I understand that this is not an ideal outcome for your situation, and I share in your frustration. However, it is my hope that highlighting the decrease in their rating due to unresolved complaints may encourage the casino to reconsider their approach. Should they decide to respond, we will reopen your complaint, and you will be promptly notified via email.

In the future, I recommend selecting casinos based on their reviews and ratings to help avoid similar issues. I sincerely apologize that we were unable to assist you more effectively on this occasion.

Best regards,

Jana