GrandWin Casino - Die Anfrage zur Sperrung des Spielerkontos verzögert sich.

Hello,

I have an issue with Casino Grandwin. I signed up there because it's not located in Germany (Oasis ban).

I started playing there and lost control again, spending between 500-1000 €. Once I realized what happened, I wanted to immediately block myself to prevent it from happening again. I contacted the live chat, but they refused to block my account. I then sent an email to support requesting a block because I am addicted to gambling. In response, they asked me to send multiple documents and screenshots before they would block my account. This process would take 7 days for my account to be blocked. I didn’t send any documents and instead tried to block the website to stop myself from playing. The issue is, the website block can be easily bypassed, and last night I lost another 850 € because my account wasn't blocked without the detailed documents and screenshots.

This feels like a scam; if they had blocked me immediately as they should have, this wouldn’t have happened. I've asked them again to block my account, but I keep getting the same response!

Could you help me block my account, and what about the 850 € I lost? Can you help me?

Hallo

Ich habe ein Problem mit dem Casino Grandwin hab mich dort angemeldet, weil es nicht in Deutschland ist ! (Oasis sperre)

Dann habe ich dort gespielt und wieder die Kontrolle verloren 500-1000 € müssten es gewesen sein. Als ich wieder zu mir kam, wollte ich mich direkt sperren lassen damit das nicht mehr vorkommt. Habe mit dem Live-Chat geschrieben die wollten mir das Konto nicht Sperren daraufhin habe ich eine email an den Support geschickt mit der Bitte mich zu sperre da ich spielsüchtig bin. Dann kam eine email zurück das ich mehrere Dokumente und Screenshots schicken soll bevor sie meinen Account sperren! Das hätte dann 7 Tage gedauert bis mein Konto gesperrt wird. Ich habe keine Dokumente hingeschickt und versucht die Website zu blockieren damit ich nicht mehr spielen kann. Das Problem ist nur, das die Website Blockade einfach aufzuheben ist und ich heute Nacht wieder 850 € verloren habe da mein Konto nicht gesperrt wird, wenn ich keine ausführlichen Dokumente und Screenshots zusende.

Das ist doch Betrug, wenn sie mich gleich gesperrt hätten wie es sich gehört dann wäre es nicht passiert. Habe jetzt nochmal gefragt, ob sie es Sperren aber kommt immer dasselbe !

Können sie mir helfen mein Konto zu sperren und was ist mit den 850 € die ich verspielt habe? Können sie mir helfen?

Dear Haze13121993,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you've been facing with Casino GrandWin, especially concerning the delay in your self-exclusion process and the additional funds you lost as a result.

To better understand the situation and assist you further, I’d appreciate if you could clarify a few points:

• Account Verification: Did you eventually complete the verification process and provide the necessary documents to the casino? If so, could you confirm whether your account has been fully verified by them?
• Account Status: Has your account been blocked by the casino at this point, or is it still accessible? If it hasn’t been blocked, could you share the most recent communication you received from their support team regarding this?
• Request for Self-Exclusion: You mentioned that you contacted live chat and support to block your account but were asked for additional documentation. Did the casino provide any timeline or explanation as to why this information was required before proceeding with your self-exclusion request?

Your cooperation is crucial for us to proceed with your case and potentially help resolve the issue. Without the details you've shared, we will be unable to take any further action. If you have any relevant emails or communication with the casino, please feel free to forward them to petronela.k@casino.guru so that we can investigate this further on your behalf.

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

Thank you in advance for your reply.

Best regards,

Petronela

Yes, I checked my account and gave everything that was asked of me. I requested a self-connection in the live chat but I was told to write to support again. After a week I received an email saying I should send pictures of my ID, proof of address, bank proof, payment method, webpayz screenshot with URL and all the data. The verification would have taken another 7 days! I can understand that if I withdraw winnings everything is checked again (kyc) and time is taken, but not with a self-connection. I don't know why I should send the documents so that my account is blocked, that's all it said. I also deleted my Webpayz account so that I can no longer make deposits so easily, so I can't take a screenshot of it anymore but the deposits would be visible on the bank statement. My account is still open, I tried again with the live chat but they don't want to help me and said I should send an email to support. They will then probably send me the same email again.

I would just like to have my account blocked so that I don't lose my money anymore, but Grandwin is trying everything to ensure that my account is not blocked.

I just want my account blocked without any hassle.

I can also send you the documents but I will not send anything else to grandwin because I consider them to be scammers……….

Thank you for your help

Best regards

Ja ich habe mein Konto überprüft und alles angegeben, was von mir verlangt, wurde habe einen Selbstanschluss im Live-Chat gefordert aber ich sollte nochmal dem Support schreiben. Nach einer Woche kam dann 'ne E-Mail ich soll Bilder von meinem Ausweis schicken, Adresse Nachweis, Bank Nachweis, Einzahlungsmethode webpayz Screenshot mit URL und allen daten, die Überprüfung hätte nochmal 7 Tage gedauert! Ich kann es verstehen, wenn ich einen gewinn auszahlen lasse das nochmal alles überprüft (kyc)wird und sich Zeit gelassen wird aber nicht bei einem Selbstanschluss. Warum ich die Dokumente senden soll weiß ich nicht damit mein Konto gesperrt wird mehr stand nicht drin. Ich habe außerdem mein Webpayz Account gelöscht damit ich nicht mehr so leicht Einzahlung machen kann also ein Screenshot davon kann ich nicht mehr machen aber die wären ja auch auf dem Kontoauszug zu sehen die Einzahlungen. Mein Konto ist immer noch offen habe es nochmal versucht mit dem live Chat aber die wollen mir nicht helfen und sagen ich soll 'ne email an den Support schicken. Die mir dann wahrscheinlich die gleiche email nochmal schicken.

Ich hätte einfach nur gerne mein Konto gesperrt mehr nicht damit ich mein Geld nicht mehr verspiele aber grandwin versucht alles damit mein Konto nicht gesperrt wird.

Ich möchte einfach nur eine Sperre für mein Konto ohne Schikane.

Ich kann ihnen auch gerne die Dokumente zu schicken aber ich werde nichts mehr an grandwin schicken das sind für mich Betrüger……….

Vielen Dank für ihre Hilfe

Mit freundlichen Grüßen

Hi Haze13121993,

Here are some key recommendations for both casinos and players to ensure an effective and smooth self-exclusion process.

Recommendations to the Casino:

• Timely Processing of Self-Exclusion Requests

When a player requests self-exclusion due to a gambling problem, the casino should process this request within a reasonable timeframe.

Immediate suspension is not required, but action should be taken promptly to protect the player.

• Handling Unverified Accounts and Pending Withdrawals

If the player’s account is unverified or there is a pending withdrawal, this should not delay the self-exclusion process.

KYC (Know Your Customer) verification can be completed after suspension, but ensuring the player cannot lose their active balance, access pending withdrawals, or deposit additional funds is essential.

• Confirmation of Self-Exclusion Request

The casino should provide confirmation to the player that their self-exclusion request has been received and processed.

Maintaining records of players who requested self-exclusion but did not complete KYC is recommended for future reference.

Recommendations to the Player:

• Confirm Self-Exclusion with Casino

Ensure you receive a confirmation from the casino acknowledging your self-exclusion request.

If the casino does not respond, make reasonable efforts to contact them multiple times or through alternative channels.

• Keep Proof of All Relevant Communication

Keep records of all communication regarding your self-exclusion request.

If you approach the casino later to open a new account without completing the initial KYC, please note that we may be unable to mediate in future cases with this casino on your behalf.

• Complete Verification Process (KYC)

If you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.

This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future.

Since your account remains open despite your self-exclusion request sent on August 31st and acknowledged on September 5th, I will forward your complaint to my colleague Michal (michal.v@casino.guru), who will assist you further. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Haze13121993,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GrandWin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Good day

Thank you very much for your help Michael, I hope you can solve my problem. It seems to be common practice for gambling addicts who are demanding a ban to stall for a long time in order to earn every last cent!

I have never experienced anything like this before, where KYC is only done when a block is requested. Normally you are asked to do it when you open an account or when you have paid in a certain amount and when you make your first withdrawal! But KYC has never been requested when I have blocked myself!

This is a scam at its finest. The main thing is that my account is finally blocked and the horror finally ends. As for the €850 that I lost after the blocking, I'm unfortunately not optimistic. These are professionals who know how to rip people off.

All's well that ends well 😏

Guten Tag

Vielen Dank für ihre Hilfe Michael ich hoffe sie können mein Problem lösen. Es scheint eine gängige Praxis zu sein spielsüchtige die eine Sperre fordern lange hinzuhalten um den letzten Cent zu erwirtschaften!

Ich habe sowas noch nie erlebt das erst bei einer verlangten sperre kyc gemacht wird.normal wird man direkt aufgefordert bei Eröffnung oder wenn ein gewisser betrag einbezahlt wurde und bei der ersten Auszahlung! Aber es wurde noch nie kyc verlangt, wenn ich mich gesperrt habe!

Das ist eine Betrugsmasche vom allerfeinsten.Hauptsache mein Konto wird endlich gesperrt und der Horror hört endlich auf ,was die 850€ angeht die ich nach der Sperre verspielt habe sehe ich leider Schwarz das sind Profis die wissen wie man Leute abzieht.

Ende gut, alles Gut 😏

Dear Michal,

The player submitted an exclusion request to our designated email address, customercare@grandwin.com, on 01/09/2024. The dedicated team reviewed and approved it on 06/09/2024, following our standard procedure outlined in our terms and conditions. Since the player did not specify the duration of the exclusion, the account was excluded for 30 days, and he was informed of this. Please note that the player did not object to the 30-day period, which led to the account being reopened after the 30 days expired.

On 16/11/2024, the player contacted our support team via chat with an exclusion request and was advised to send his request to our designated email address: customercare@grandwin.com.

Following the above, the player is welcome to refer to the chat correspondence he received and to contact us if he needs further assistance.

Regards,

GrandWin Casino

Dear GrandWin Casino,

Since it was clearly established in this complaint that the player wishes for a permanent self-exclusion, can you tell me what's the status of the player's account? If it's not permanently locked, can you close their account without the possibility of reopening?

Dear Michal,

The player successfully submitted their request on 18/11/2024, and on 19/11/2024 it was granted. Their account is currently inactive and it will remain so as per their wish.

Regards,

GrandWin Casino

Dear GrandWin Casino,

If a player asks for self-exclusion due to a gambling problem, his account should be closed permanently, and for an indefinite period, even if the player does not ask for any certain timeframe. Therefore, I believe the player's account should not have been reopened after 30 days.

Dear Haze13121993,

Can you tell me when exactly did you make the disputed deposits?

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 Michal,

The exclusion process is clearly described in our terms and conditions. Please note that there are a few rules that need to be respected when submitting this kind of request. This includes sending a properly formatted request to the correct e-mail address along with the duration of the period.

Following the above the player did not provide the said duration. Therefore, he was excluded for 30 days and was informed about it so that he could decide whether to remain as it was or to be changed.  

Regards,

GrandWin Casino

Dear Haze13121993,

Can you answer my last question and tell me when exactly did you make the disputed deposits?