GrandWin Casino - 플레이어의 계정 폐쇄 요청은 무시되었습니다.

Hi there. I have a players account on the Grandwin platform (grandwin.com).

I have lost over 1500 dollars because they failed to provide rsponsible gambling features to prevent players from taking a break while a withdrawal is in process because they state that since a withdrawal is in process they cannot close the account when other websites can. In addition, their withdrawal process takes too long and everytime i reach out to customer service they do not know what the time frame is. Today I tried closing my account which i have done multiple times and they keep offering me bonus which i do not want and no matter how many times i say I would like to close my account they do not listen. I would like the money that is rightfully owed to me since Grandwin did not provide any responsible gambling features. i have attached a screenshot of the conversation i had with one of their representatives.

Dear imbrogno4,

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

Please note we don't consider the cool-off period to be a mandatory responsible gambling tool in online casinos. We believe the player is responsible for their account, active balance, and all bets taking place.

Please understand the circumstances you describe don't present a valid reason for a refund in our view.

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

• Could you please explain what is the reason for closing your account in the casino?
• Which reason have you given to the casino?
• Have you requested the account closure by contacting customerassist@grandwin.com
• Would you be able to forward your initial requests to my email at tomas@casino.guru

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

Best regards,

Tomas