Granawin Casino - La cuenta del jugador infringe la autoexclusión.

Complaint summary:

I am filing a formal complaint against Granawin Casino, operated by TechSolutions Group N.V.

I had previously requested self-exclusion due to gambling addiction on other casinos of the same company – 22Bet, 20Bet, and National Casino. Despite this, I was allowed to register and play on Granawin Casino, where I lost a total of €1,750.

This clearly shows that the company failed to enforce my self-exclusion across its brands, which is a serious breach of Responsible Gambling obligations.

When I contacted the casino and requested a refund, they refused, claiming I hadn’t informed them earlier about my gambling addiction – even though they already had that information from my previous self-exclusion requests.

I am asking Casino Guru to assist me in obtaining a refund of €1,750 and to address this breach of self-exclusion and responsible gambling policy.

Key facts:

Resident of Greece (where Granawin operates without a local license).

Self-exclusion confirmed on 22Bet, 20Bet, and National Casino.

Granawin accepted deposits despite this.

Total amount lost: €1,750.

Casino refused refund after complaint.

Requested resolution:

Refund of €1,750 due to breach of self-exclusion and Responsible Gambling policies.

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Dear makelios6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Granawin Casino. While a universal self-exclusion across all affiliated casinos would be ideal, the extent of information sharing between these entities is uncertain. Therefore, to ensure effective self-exclusion, it is essential to submit individual requests to each casino.

• Do I understand correctly that you have never requested a self exclusion at Granawin Casino?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Dear Katarina,

Thank you again for your help and for handling my case with care.

I would like to clarify that all four casinos — 22Bet, 20Bet, National Casino, and Granawin — are operated by the same company, TechSolutions Group N.V., under the Curaçao eGaming license No. 8048/JAZ.

According to the Responsible Gambling requirements set by the Curaçao Gaming Control Board (GCB), every licensed operator must:

Implement effective systems to identify and protect self-excluded players, and

Ensure that self-exclusion is enforced across all brands under the same license.

Allowing a self-excluded player from one TechSolutions brand to register and gamble on another TechSolutions casino demonstrates a failure of compliance with Responsible Gambling obligations and a breach of the licensing conditions under Curaçao jurisdiction.

In my case, I had already self-excluded due to gambling addiction from 22Bet, 20Bet, and National Casino — all operated by the same company. Despite that, I was allowed to register and gamble at Granawin, losing a total of €1,750.

This clearly shows a lack of cross-brand exclusion enforcement, which contradicts the Responsible Gambling standards required by the Curaçao eGaming license.

I therefore respectfully request that Casino Guru considers this a violation of Responsible Gambling duties and supports my claim for a refund of €1,750.

Thank you very much for your time, understanding, and assistance.

Άρθρο 2.6 – Curaçao Gaming Control Board

(Responsible Gambling Framework, section 2.6 "License Holder’s Responsibility").6 License Holder’s Responsibility

The license holder shall adopt and maintain appropriate policies and procedures to ensure that gambling services are offered in a socially responsible manner.

The license holder must have measures in place to prevent gambling-related harm and to protect vulnerable persons, including self-excluded players.

The license holder has a duty of care towards its customers, ensuring that adequate mechanisms exist to identify, monitor, and restrict the activity of individuals who show signs of problem gambling or who have self-excluded.

Failure to demonstrate such responsibility may be considered a breach of license conditions.

According to the new Regulatory Framework (LOK) that came into effect on December 24, 2024, as well as the official Responsible Gaming Policy for Licensed Operators (Version 1.0 – April 17, 2025) issued by the Curaçao Gaming Authority (CGA), licensees are required to implement immediate and effective self-exclusion measures.

In particular, §9.2.1 (Self-Exclusion – Overview) of the above policy explicitly states that self-exclusion applies to "all brands/domains operated under the operator's license". Furthermore, §9.1.4 (Brand Options) makes it clear that players can choose to exclude either one brand or all brands of the same operator.

TechSolutions Group NV, with Registration No. 144920 and License No. 8048/JAZ, is the licensee that manages the Granawin, 22Bet and National Casino casinos, which operate under a common operating umbrella and a single license in Curaçao.

Therefore, my self-exclusion from one of the above platforms (22Bet, National Casino, etc.) should have automatically applied to Granawin, in accordance with the new responsible gaming obligations introduced by the CGA in February 2025.

The fact that TechSolutions allowed re-registration and activity on another of its brands, despite my active self-exclusion due to addiction, constitutes a breach of its responsible gaming obligations and a violation of the player protection principles provided for in the current Curaçao framework.

Σύμφωνα με το νέο Regulatory Framework (LOK) που τέθηκε σε ισχύ στις 24 Δεκεμβρίου 2024, καθώς και την επίσημη Responsible Gaming Policy for Licensed Operators (Version 1.0 – 17 Απριλίου 2025) που εκδόθηκε από την Curaçao Gaming Authority (CGA), οι κάτοχοι άδειας υποχρεούνται να εφαρμόζουν άμεσα και αποτελεσματικά μέτρα αυτοαποκλεισμού.

Ειδικότερα, στο §9.2.1 (Self-Exclusion – Overview) της ανωτέρω πολιτικής προβλέπεται ρητά ότι ο αυτοαποκλεισμός ισχύει για «all brands/domains operated under the operator’s license» — δηλαδή για όλες τις μάρκες που λειτουργούν υπό την ίδια άδεια. Επιπλέον, το §9.1.4 (Brand Options) καθιστά σαφές ότι οι παίκτες μπορούν να επιλέξουν αποκλεισμό είτε για μία μάρκα είτε για όλες τις μάρκες του ίδιου παρόχου.

Η εταιρεία TechSolutions Group N.V., με Registration No. 144920 και License No. 8048/JAZ, είναι ο κάτοχος της άδειας που διαχειρίζεται τα καζίνο Granawin, 22Bet και National Casino, τα οποία λειτουργούν υπό κοινή επιχειρησιακή ομπρέλα και ενιαία άδεια στο Curaçao.

Συνεπώς, ο αυτοαποκλεισμός μου από μία εκ των ανωτέρω πλατφορμών (22Bet, National Casino κ.λπ.) έπρεπε να ισχύει αυτομάτως και στο Granawin, σύμφωνα με τις νέες υποχρεώσεις υπεύθυνου παιχνιδιού που θεσπίστηκαν από την CGA τον Φεβρουάριο 2025.

Το γεγονός ότι η TechSolutions επέτρεψε την εκ νέου εγγραφή και δραστηριότητα σε άλλη μάρκα της, παρά τον ενεργό αυτοαποκλεισμό μου λόγω εθισμού, συνιστά παράβαση των υποχρεώσεων της περί υπεύθυνου παιχνιδιού και παραβίαση των αρχών προστασίας παικτών που προβλέπονται στο ισχύον πλαίσιο του Curaçao.

Dear makelios6,

Thank you for your messages.

I have reviewed the general terms and conditions and found no provision for automated self-exclusion across affiliated casinos. Please be aware that self-exclusion from one casino does not automatically extend protection to other associated websites. I understand your point, however, these regulations are established by the Curacao Gaming Control Board. If you believe a violation has occurred, I recommend submitting a formal complaint to the regulator.

Furthermore, I advise you to submit a self-exclusion request directly to this casino. Kindly include me in the email's carbon copy.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Granawin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Katarina

Dear Katarina,

Thank you for your response and for clarifying the current position.

I fully understand that Curaçao regulations do not explicitly require cross-brand self-exclusion among operators holding a common license.

However, the issue here is not about database sharing, but rather about the license holder’s legal duty of care and its failure to protect a self-excluded player, as required by the Curaçao Gaming Control Board’s Responsible Gambling Framework.

According to Section 2.6 (License Holder’s Responsibility) of the GCB Responsible Gambling Guidelines:

"The license holder must have measures in place to protect vulnerable persons, including self-excluded players, and has a duty of care to identify, monitor, and restrict the activity of such individuals."

Furthermore, Section 3.4 (Player Protection Principles) states that:

"License holders must ensure that appropriate measures are in place to prevent gambling-related harm and to ensure fair treatment and protection of players at all times."

The company TechSolutions Group N.V., holder of Curaçao eGaming License No. 8048/JAZ, operates several casinos under the same license, including 22Bet, 20Bet, National Casino, and Granawin.

The fact that I was able to open a new account and gamble on Granawin, despite having already self-excluded from other TechSolutions brands using the same personal data (name, email, and country), demonstrates a failure to apply the duty of care required under these provisions.

This cannot be dismissed as a mere technical limitation — it is a systemic Responsible Gambling failure and a breach of license conditions under the Curaçao regulatory framework.

Therefore, I respectfully maintain that my case constitutes a clear Responsible Gambling violation by TechSolutions Group N.V., and I reiterate my request for the refund of €1,750, representing the total amount lost after the operator failed to uphold its regulatory obligations to protect a self-excluded player.

Thank you for your understanding and professionalism in handling this matter.

Dear makelios6,

thank you for your message.

I acknowledge your perspective and understand your reasoning. If you believe that you have been treated unfairly and that Granawin Casino has violated its licensing regulations, I recommend that you file a formal complaint with the regulatory body at [email protected]. Please consult our guide on submitting complaints to regulators for detailed instructions: https://casino.guru/submitting-complaints-to-regulators. The regulator possesses the authority to address such issues with their licensed casinos.

Furthermore, should you wish to proceed with self-exclusion from Granawin Casino as previously discussed, I am available to assist you. However, beyond these recommendations, I regret that I am unable to offer additional support at this time.

Please inform me how you wish to proceed further.

Looking forward to your reply,

Katarina

Dear makelios6,

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.

Thank you for your response, but I must point out that your attitude so far does not meet the expectations that your role as a player support body creates. Instead of effectively intervening or putting pressure on the casino to meet its obligations, the case is essentially transferred entirely to me.

This approach leaves the player exposed to practices that appear to violate basic principles of transparency and fair treatment. I would have expected a more decisive stance and substantial assistance.

Nevertheless, I will proceed with the process you indicated and will update you with any updates.

Ευχαριστώ για την απάντησή σας, όμως οφείλω να επισημάνω ότι η στάση σας μέχρι στιγμής δεν ανταποκρίνεται στις προσδοκίες που δημιουργεί ο ρόλος σας ως φορέας υποστήριξης παικτών. Αντί να παρέμβετε ουσιαστικά ή να ασκήσετε πίεση στο καζίνο για να τηρήσει τις υποχρεώσεις του, η υπόθεση ουσιαστικά μεταφέρεται εξ ολοκλήρου σε εμένα.

Η προσέγγιση αυτή αφήνει τον παίκτη εκτεθειμένο απέναντι σε πρακτικές που, όπως φαίνεται, παραβιάζουν βασικές αρχές διαφάνειας και δίκαιης μεταχείρισης. Θα περίμενα πιο αποφασιστική στάση και ουσιαστική βοήθεια.

Παρόλα αυτά, θα προχωρήσω στη διαδικασία που μου υποδείξατε και θα ενημερώσω για κάθε νεότερο.

Dear makelios6,

thank you for your message.

My apologies if my communication came across as harsh or not in line with your expectations. Please understand that my intention is always to provide clear, accurate, and truthful information, even when it may not be what you were hoping for. I truly appreciate your understanding.

I do agree that a self-exclusion applied across all sister casinos would be a preferable option. However, there are many factors that must be taken into consideration, including local legislation and regulatory requirements, which may be preventing this from happening.

To proceed with your self-exclusion from Granawin Casino, could you please confirm whether you have already sent the email example I provided? If so, have you received a response from the casino, and has your account been closed?

Looking forward to your reply,

Katarina

Dear makelios6,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru