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