GrandWin Casino - Žádost o zablokování účtu hráče je zpožděna.

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