GrandWin Casino - Hráčův účet byl zablokován kvůli obvinění z více účtů

I've tried to make a withdrawal and they have asked for several documents, and finally, they have blocked my account saying that there is a duplicate.

He intentado hacer un retiro y me han pedido varias documentos y por fin me han bloqueado la cuenta y me digan que hay algo dublicado

Dear rasate1,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

I have not accumulated a bonus. I don't know what happens with the account but you should let me know if it is duplicated

No he acumulado bono.No se qué pasa con la cuenta pero debería que avisar me si está dublicada

If the account is duplicated, how have they allowed me to register and make deposits several times and when I have tried to withdraw they have seen it. I think the casino does not win it.

Si está dublicada la cuenta de que manera me han dejado ha requistrarme y hacer depósitos varias veces y cuando he intentado retirar le han visto .me párese queel casino inganannla jrnte

Thanks for your reply.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Is it possible you opened an account in the casino yourself in the past?

Have you used any bonuses in the casino while your account was open?

If there is any communication between you and the casino, could you please send it to my email at tomas@casino.guru ?

I said no. And also the gaming account is closed, so nothing else can be done. I don't think you can help me either. The casino has stolen my money without any explanation.

He dicho que no .i además la cuenta de juego está cerrada,entonces no se puede hacer nada más .Creo que vosotros tampoco pueden ayudar me .El casino me ha robado el dinero sin ninguna isplicacion

There is no way to contact them for more information.

No hay manera entrar en contactos con ellos para más información.

I wanted to inform you that they continue to send me messages on the phone, these people have no shame

Quería informarle que siguen mandarme mensajes por teléfono,este jente no tienen vergüenza

Are you able to unsubscribe from the marketing communication the casino sends you?

Please forward the marketing communication email you received from the casino to my email address at tomas@casino.guru

Thank you in advance.

Ok I'll do it

Ok.lo haré

You can't do anything about the complaint, the account is closed

Sobre la queja no podéis hacer nada la cuenta está crrrada

I haven't received any information from you. Please if you need our assistance forward me the most recent marketing communication or any other relevant communication to tomas@casino.guru

Otherwise, we won't be able to assist you and we'll be forced to reject your complaint.

There is no way by email they do not respond and neither does chat. I thought that you could contact them to ask for more information. For my part, I can't do anything, I have sent several messages by email and nothing, no response.

No hay manera por coreo no responden y por el chattampoco. Pensaba que vosotros podéis entrar en contactos con ellos para pedir más informacion .De mi parte yo no puedo hacer nada ,he enviado varios mensajes por el coreo y nada ,ninguna respuesta.

Once again, we'll try to contact the casino only after we receive the information I requested from you.

The information I asked from you:

• marketing communication (promotions you received from the casino via email)

Forward the email with the promotion to my email at tomas@casino.guru

I'll await your response.

Dear rasate1,

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.

The problem is that I have cleaned everything

El problema es que he limpiado todo

I understand.

Please let me first ascertain we have the correct casino to contact.

Which of these casinos is the correct one we should focus on in the complaint, please? https://grandwin.com/ or https://www.grandwin.cz/

I'll await your response.

grandwin.com

Thank you very much, rasate1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rasate1,

I'm Michal and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite GrandWin Casino to join the conversation.

Dear GrandWin Casino,

Can you please provide more information on the potential multiple accounts of the player, including any supporting evidence? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hello, I want to clarify things, I mean by grandwin casino com

Hola,quiero aclarar las cosas me refiero por grandwin casino com

I want to inform you that the casino reopened the account and the withdrawal is in progress. thanks for the help

Quiero informarle que el casino reabierto la cuenta y el retiro está en curso .gracias por la ayuda

That's great news, rasate1. Let us know once you receive the withdrawal so that we can close your complaint as resolved.

Dear Michal and rasate1,

Thank you for reaching us with this case.

We have look into the account in question and would like to inform you that after the investigation was completed and account reactivated. The Player requested for her withdrawal to be canceled due to wrong payment information upon submission. Later on, the Player continue playing and currently there isn`t a pending withdrawal request.

Kind Regards,

GrandWin

Thank you for the response, GrandWin team.

Dear rasate1,

Can you please comment on the above?

Everything is correct

Todo está corecto

Thank you for confirmation, rasate1.

Can we consider your complaint to be resolved, or do you need assistance with anything else?

It's already resolved, thank you

ya esta resuelta gracias

Thank you for the confirmation, rasate1.

I'm glad to hear that your issue has been resolved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru