Gransino Casino - La cuenta del jugador ha sido reabierta injustamente.

In 2025, I requested the complete, final, and permanent closure of my account after accumulating multiple losses. The casino accepted via email, and I lost access.

Some time later, without prior notice or authorized consent, they reopened the account, which I was able to access again because they started sending promotions. Re-accessing it caused me to accumulate more losses due to their negligent account reopening. I cannot recover the communication emails because they were deleted from my message history, but I contacted the casino through their support, attaching the following email:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems.

Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses.

I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

Subsequently, they responded to me with what I show you in the following attached email photo, closing my account which I can no longer access.

I demand a refund of the entire amount lost since the moment of its unauthorized, illegal, and reckless reopening.

Durante el 2025, solicité cierre total, definitivo y permanente de mi cuenta tras acumular múltiples perdidas. El casino aceptó a través de comunicación por correo y dejé de tener acceso.

Un tiempo después, sin aviso previo ni consentimiento autorizado, reabrieron la cuenta a la que pude volver a acceder pues volvieron a enviar promociones. Volver a acceder me hizo acumular más perdidas, por su negligente reapertura de la cuenta. No puedo recuperar los correos de comunicacion por borrado de mi historial de mensajes, pero he contactado con el casino a traves de su soporte con correo adjunto:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems.

Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses.

I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

seguidamente, me han respondido lo que les muestro en el siguiente correo adjunto en foto, cerrando mi cuenta a la que ya no puedo acceder.

exijo devolucion de toda la cantidad perdida desde el momento de su reapertura sin permiso e ilegal e imprudente.

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Dear PlayerEsp1021,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).

• Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru or put it directly to this thread.

Thank you very much in advance.

Best regards

Petra

The reason, which I explicitly stated to their support team, was due to gaming issues and accumulated losses. This was communicated in August 2025, and I lost access for a while, but later I started receiving promotions again and was able to resume playing, accumulating even more losses.

Due to problems with my personal email, I lost the thread of emails in which I communicated the self-exclusion request.

El motivo fue explicitamente, y así se lo hice saber a su soporte, por problemas de juego y acumulación de perdidas. Se comunicó en agosto de 2025, y dejé de tener acceso durante un tiempo, pero posteriormente volví a recibir promociones y pude volver a jugar acumulando más perdidas.

debido a problemas con mi correo personal, perdí el hilo de correos en el que comuniqué la solicitud de autoexclusión

Dear PlayerEsp1021,

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.

Excuse me, what is the deadline you extended by 7 days? I sent you my answer a week ago, and you haven't written to me since then.

Gransino is not sending me the email log with the communications regarding the closure. They are blocking access to the information, and therefore I cannot proceed to send them the log showing the formal request for closure due to problems.

Perdone, cuál es el plazo que han ampliado 7 días? Les envié mi respuesta hace una semana, no me han vuelto a escribir ustedes desde entonces.

Gransino no me envía el registro mail con las comunicaciones relativas al cierre. Están bloqueando el acceso a la información y así no puedo proceder a enviarles el registro en el que se muestra la solicitud formal de cierre por problemas.

Dear PlayerEsp1021,

Thank you for your reply.

Please note that the 7-day deadline is our standard timeframe during which a player is expected to respond within the complaint thread after we ask a question or request additional information.

• To be able to proceed with your case, could you please provide any proof that the following email was sent to the appropriate department of the casino:

"I am writing to formally complain about a serious failure in your responsible gambling protocols. I previously requested the permanent closure of my account due to gambling problems. Despite my explicit request, my account remained accessible or was reopened, allowing me to make further deposits and incur losses. I request a full audit of my account history and a refund of all deposits made after my first request to close the account. If I do not receive a satisfactory response, I will escalate this matter to the relevant Licensing Authority and international gambling mediation portals."

Without proof that this request was sent to the casino, we will not be able to proceed with the investigation process. Thank you for your understanding.

Kind regards,

Petra

Hello again, I have sent you the documentation verifying that the email you mentioned was sent to your address, as it contains personal data and I don't want it displayed in the public thread. I have sent the documentation to petra.h@casino.guru

Please confirm receipt of this documentation

Hola de nuevo, le he enviado la documentación que verifica el envío del correo que mencionas a su correo, puesto que se muestran datos de carácter personal y no quiero que se muestren en el hilo público. He enviado la documentación a petra.h@casino.guru

por favor, confirme la recepción de dicha documentación

Dear PlayerEsp1021

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello PlayerEsp1021, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. So far, you have shown us communication from the casino regarding account closure, however the information there is not enough for me to establish any kind of premise. Before we invite the casino representative to join this thread, I would like you to send me the original e-mail you have written to the casino, requesting the account closure. You can either post a screenshot in this thread, or forward me the original at matej.l@casino.guru. Thank you.

As I have mentioned repeatedly, due to a problem with my email, I do not have access to emails sent and received in the year 2025.

However, the casino does have that email, as they are required to keep records of all communications with users for three years. I have repeatedly requested a record of all email communications, but, unsurprisingly, they suddenly stopped responding after I requested this information and documentation. They are hindering transparency in the process, which is a clear indication that they are hiding something. Obviously, they are hiding the email in which I clearly stated my intention to close my account.

I would love to cooperate by sending you that email, but I can assure you that I don't have access to that communication due to a problem with my personal email. If the casino isn't cooperating with the process, they are obstructing access to the information, and that is clearly illegal. For my part, there's nothing more I can do. I can send you a record of the emails from my last communications in which I clearly requested all the email records related to my account and your accounts. support@gransino.com , vip@gransino.com and its live chat.

I need you, or any other legal mechanism, to contact them through another channel and request all that documentation, because they're completely ignoring me. In fact, they've stopped responding altogether; it's all very unclear.

Como he mencionado en repetidas ocasiones, por un problema en mi correo, no tengo acceso a los correos enviados y recibidos en el año 2025.

no obstante, el casino si que tiene ese correo, pues deben guardar la comunicación con cualquier usuario en un plazo de 3 años. He solicitado por activa y por pasiva que me envien un registro de toda la comunicación mail, pero, sin sorpresa, han dejado de contestarme de forma repentina una vez he solicitado dicha información y documentación. Dificultan la transparencia del proceso y eso es un claro indicativo de que algo ocultan. Obviamente, ocultan el correo en el que les indico claramente la voluntad de cierre de cuenta.

me encantaría colaborar enviandole dicho correo, pero le puedo asegurar que no tengo acceso a esa comunicación por un problema con mi mail personal. Si el casino no colabora con el proceso, estan obstruyendo el acceso a la informacion y eso es claramente una ilegalidad. Por mi parte, mas no puedo hacer, le puedo enviar un registro mail de las ultimas comunicaciones en las que les solicito de forma clara todo el registro mail de mi cuenta con sus cuentas support@gransino.com, vip@gransino.com y su chat en vivo.

necesito ustedes o cualquier otro mecanismo legal se ponga en contacto con ellos por otra via y solicite toda esa documentacion pues a mi no me hacen ningun caso. De hecho han dejado de contestarme, muy oscuro todo

Thank you for the quick response, PlayerEsp1021, and not to worry. I will ask the casino for the message, and hopefully we can close this complaiint shortly. :)

I’d like to invite a representative of Gransino Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with the original message sent to the support staff requesting the account closure. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru. Nothing will be forwarded or shared, and will be used solely for internal investigation purposes.

Thank you for your patience and cooperation in advance.

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.

The way these casinos operate is deplorable. First, they deceive you, violate their own terms and conditions, player and consumer protections, and all regulations. Then, they ignore problems, complaints, and claims. Meanwhile, the damage is already done; people continue to lose money even after closing their accounts due to self-exclusion for problematic reasons. And then, these casinos reopen their accounts, causing serious harm not only to their finances but also to their mental health.

I urge that legal action be taken against these fraudulent practices.

Es lamentable la forma en la que actuan estos casinos. Primero te engañan, incumplen sus propios terminos y condiciones, la protección a los jugadores y consumidores, incumplen toda la normativa, y después ignoran los problemas, las quejas y las reclamaciones. Mientras, el daño ya está causado, las personas siguen perdiendo su dinero a pesar de que cerrasen la cuenta por motivos de autoexclusion por problemas, y aun asi la reabren ocasionando graves perjuicios no solo en la economia sino tambien en la salud mental de los usuarios.

ruego se tomen medidas legales contra estas practicas fraudulentas

Dear all,

We truly appreciate your patience.

We would like to inform oyu that we are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

Gransino Team

Dear PlayerEsp1021,

We have conducted a thorough review of your account history following your escalation.

Our financial audit shows that no new deposits were made after the account was reopened.

Because no new funds were deposited into the account during this period, there are no transactions available to refund.

Kind regards,

Gransino Team

That's not true. Liars. The account was closed in August 2025, and illegally reopened in October 2025, specifically on the 28th.

All of this is clearly stated in the deposit report they sent me by email. It's deplorable that they claim there were no transactions after the account was closed, when their own report shows otherwise. They are liars. I demand a full refund of the amount deposited after the account was illegally reopened following its closure due to gambling issues. Scammers

Eso no es cierto. Mentirosos. La cuenta se cerró en agosto de 2025, y se reabrió ilegalmente en octubre de 2025, concretamente el dia 28.

todo esto aparece así indicado en el propio informe de depositos que me han enviado por correo. Es lamentable que digan que no hay transacciones posteriores al cierre de la cuenta, cuando su propio informe muestra que si lo hay. Son unos mentirosos. Exijo la devolución de toda la cantidad depositada tras una reapertura ilegal de la cuenta tras haberla cerrada por problemas con el juego. Estafadores

In fact, I'll show you with real numbers:

• The balance since the ILLEGAL reopening is a total loss of €600
• The total amount deposited since the ILLEGAL reopening is €2600 (I've attached a screenshot of the report you sent when requested. I'm still waiting, by the way, for the email confirmation with the account closure information for August 2025).

All the money received since the illegal reopening after self-exclusion due to problems should be refunded. Otherwise, we will take legal action to determine their culpability. Spoiler alert: there are already cases that have ruled in favor of the user. You'll see.

And CasinoGuru can now act as intermediaries. As you can see, the casino people are liars.

De hecho, les indico con numeros reales:

• El balance desde la reapertura ILEGAL, es de una perdida total de 600€
• la cantidad ingresada desde la reapertura ILEGAL es de un total de 2600€ (adjunto captura del propio informe que ustedes han enviado cuando se les ha solicitado. Sigo esperando, por cierto, el registro mail con la información del cierre de cuenta en agosto de 2025)

Todo ese dinero ingresado desde la reapertura ilegal tras cierre por autoexclusion por problemas, debería ser abonado. En caso contrario, acudiremos a los organismos juridicos a que ellos determinen su culpabilidad. Spolier, ya existen casos que dan la razon al usuario. Ustedes veran.

y CasinoGurú, ya pueden intermediar. Como ven, son unos mentirosos los del casino.

Thank you for the further details.

Dear Gransino Casino, to speed up the resolution of this complaint, I would like to ask if you could e-mail me (matej.l@casino.guru) the following:

• message you have received from the player regarding the account closure in August 2025
• reason behind reopening of the account
• player's cashier history showing both deposits and withdrawals made during the time the account has been reopened

With the above, I will be able to determine whether the player protection ruls were broken and if refund should be issued. Thank you for your cooperation.

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 PlayerEsp1021,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

First, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej