GratoWin Casino - Spieler fordert Rückerstattung wegen Kontofehlverwaltung.

I am requesting the intervention of a mediator to recover my deposits from GratoWin Casino. I have repeatedly sent official emails requesting the permanent closure of my account in order to stop playing. The operator was under an absolute obligation, under their license, to immediately block my profile. GratoWin Casino blatantly violated their Responsible Gambling policy and ignored my requests. Instead of blocking my account, their VIP department (manager Vicky) engaged in predatory marketing, offering me bonuses and free spins to force me to cancel my account. Due to these illegal practices, I was manipulated and made further deposits after the date of my account closure request, which I lost. Attached are full proof: my email to support requesting account closure (with the date shown), the response from the VIP manager offering the bonus to keep me playing, and the history of deposits made after that date. I demand a full refund of all these deposits from GratoWin.

Zwracam się z prośbą o interwencję mediatora w celu odzyskania depozytów od kasyna GratoWin. Wielokrotnie wysyłałem oficjalne wnioski drogą mailową z żądaniem permanentnego zamknięcia mojego konta w celu zaprzestania gry. Operator miał bezwzględny, wynikający z licencji obowiązek natychmiastowego zablokowania mojego profilu.Kasyno GratoWin rażąco złamało zasady ochrony gracza (Responsible Gambling) i zignorowało moje prośby. Zamiast zablokować konto, ich dział VIP (manager Vicky) prowadził drapieżny marketing, oferując mi bonusy i darmowe spiny, aby zmusić mnie do rezygnacji z zamknięcia profilu. Przez te nielegalne praktyki operatora uległem manipulacji i po dacie mojego wniosku o zamknięcie konta wpłaciłem kolejne depozyty, które przegrałem.W załącznikach przedstawiam pełne dowody: mój e-mail do supportu z żądaniem zamknięcia konta (z widoczną datą), odpowiedź menedżera VIP oferującego bonus w celu zatrzymania mnie w grze oraz historię depozytów dokonanych po tym terminie. Żądam od GratoWin pełnego zwrotu wszystkich tych wpłat.

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 szychalec,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to gambling addiction, the casino agrees not to reopen the account, except under specific circumstances.

Could you please clarify if you specified the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino as original emails (preferrably as attachments in the eml format), along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Is your account still accessible, or has the casino closed it in the meantime?

Thank you in advance for your cooperation.

Best regards,

Veronika

I sent an email asking for my account to be closed without a reason, citing the long withdrawal time, etc. They always offer bonuses, but the account is still active and there's no intention of closing it. The account is a VIP Platinum level, so that's probably why they're making such a big deal.

Wysłałem na e-mail. Pisałem o zamknięcie konta bez powodu oraz podając powód długi czas oczekiwania na wypłatę środków itp. Za każdym razem proponują bonusy, do tej pory aktywne konto i brak chęci zamknięcia. Poziom konta VIP platyna, więc pewnie dlatego robią taki problem

Thank you for your reply and for the emails.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings GratoWin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to GratoWin Casino, add my email address to CC (veronika.f@casino.guru), and keep me informed about any further developments. Thank you in advance.