I asked casino to close my account immediately it was like 3 months ago and still haven't received any answer. They're not offering any deposit. I want my account closed or to self exclude myself from casino immediately.

Dear Kamka46,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gransino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried contacting support via live chat after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Do I understand correctly that there were no deposits made to the casino altogether?
• Have you unsubscribed from the casino's marketing communication?

I would recommend that you send another request, but this time, include me in the copy of your email.

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:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Gransino 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/ unrelated to any gambling problems. (choose what is applicable)

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 [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: http://www.kpvfaw.com/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,

Tomas

I tried contacting casino on live chat but they only gave me email to support and told me I need to contact them to close my account. I email them few times asking for account closure still no reply.

Thanks for your reply.

• Did the casino close your account since your last reply?
• Have you unsubscribed from the casino's marketing communication already?

No, my account is still open and no I adked for that in my email but still no reply.

Thank you very much, Kamka46, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Kamka46,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gransino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gransino Casino,

Could you please provide detailed information regarding this case and explain why the player's account remains open despite her explicit request for closure?

Thank you in advance for your response!

Best Regards,

Kubo

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 Kamka46,

I’ve made several attempts to contact Gransino Casino but unfortunately haven’t had any success. Without any cooperation from their side, there’s very little we can do to move forward.

To make matters more difficult, the casino is licensed in Costa Rica - a jurisdiction that does not offer any form of player support through its regulator. Additionally, the casino does not refer to any ADR (Alternative Dispute Resolution) service, which means there’s no relevant gaming authority we can escalate the issue to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo

Dear Kamka46,

We’ve reopened this complaint at the request of Gransino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The casino’s representative has contacted us and confirmed that your account has now been permanently closed. Could you kindly confirm whether this information is accurate from your side?

Thank you.

Yes they closed it after you closed the case. After 2 months and hundreds of emails. Many thanks ??

Dear Kamka46,

Thank you for confirming this with us. We are truly sorry for the delay in your account closure.

Our team wishes you all the best for your future activities!

Kind regardsm

Gransino team

Dear Kamka46,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo