Hello Casino - El jugador exige un reembolso debido al acceso a su cuenta tras su autoexclusión.

I am a severe gambling addict. I sent an email in 31th of july 2023 to this website support email to ban me from their casino and sister casinos in the future to prevent me from making an account to their site. I have sent this email to their sister casinos as well and since 2026 i have been able to open an account to their site and deposit money as well. I demand an refund of my deposits fully.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify when exactly you opened your first account at PlayGrand Casino?
• Did you use the same email address to register at this casino as the one you used on 31 July 2023 when you requested self-exclusion from multiple casinos at once?
• Have you completed the full KYC verification process at this casino?
• When exactly did you register at this casino again?
• Have you received any response from PlayGrand Casino regarding the self-exclusion request you sent on 31 July 2023? If so, please forward it to me at veronika.f@casino.guru.

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

Best regards

Veronika

Dear Ztrasher1,

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,
Veronika
Casino.Guru