GrandWin Casino - La richiesta di autoesclusione del giocatore viene ignorata.

I urgently need help; I have a complaint against Grandwin Casino. I'm desperately trying to get a self-exclusion, but they don't care; they're simply ignoring me. I first registered on January 15, 2026. [email protected] I wrote an email requesting self-exclusion due to gambling addiction; I was told to send my request to [email protected] I sent it, which I did directly on January 15, 2026. (I also applied for self-exclusion due to gambling addiction at betcollect, a sister casino, on January 15th, and this was implemented on the same day!).

Grandwin is simply ignoring me; I've lost €6,000, written 5 emails, contacted chat support twice, and my account is still open!

I find it absolutely outrageous that despite numerous complaints about failed self-exclusion, this casino still has such a good rating with you all. How is that possible?

Aside from that, this casino holds an Anjouan license, which explicitly prohibits accepting players from Germany; nevertheless, they offer a registration option and allow deposits. That's not right.

I want them to refund my deposits and finally block my account; they are simply ignoring me completely!

Ich brauche dringend Hilfe, ich habe eine Beschwerde gegen das Grandwin Casino. Ich versuche verzweifelt einen Selbstausschluss zu erwirken, aber es ist Ihnen egal, sie ignorieren mich einfach. Ich habe erstmals am 15.01.2026 an [email protected] eine Mail geschrieben mit Bitte um Selbstausschluss aufgrund von Spielsucht, mirwurde mitgeteilt ich soll meine Anfrage an [email protected] senden, was ich direkt am 15.01.2026 getan habe. (Ich habe direkt am 15.01. auch einen Selbstausschluss aufgrund von Spielsucht bei betcollect, Schwestercasino, beantragt und dieser wurde am selben Tag gesetzt!).

Ich werde von grandwin einfach ignoriert, ich habe mittlerweile 6000€ verloren, 5 E-Mails geschrieben und 2 x den Chat Support kontaktiert und mein Konto ist immernoch geöffnet!

Ich finde das eine absolute Frechheit, trotz vieler Beschwerden zu fehlgeschlagenem Selbstausschluss hat dieses Casino noch so eine gute Bewertung bei euch, wie kann das sein?

Davon abgesehen besitzt dieses Casino eine Anjouan Lizenz, welche explizit verbietet, Spieler aus Deutschland anzunehmen, trotzdem bieten sie eine Anmeldemöglichkeit und lassen einen Einzahlen. Das ist nicht in Ordnung

Ixh will, dass sie mir meine Einzahlungen erstatten und endlich mein Konto sperren, sie ignorieren mich einfach vollständig!

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Dear LouAnn123,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy, and I found this:

1.1. Self-Exclusion

- You have the option to self-exclude yourself from GrandWin.  

- To self-exclude send an email to customer service at [email protected]  

- Please allow us up to 10 business days for actioning self-exclusion requests  

- To revoke a self-exclusion restriction, you may contact Customer Support.  

- We reserve the right to refuse to reactivate your account, following a self-exclusion request, at our discretion.

Could you please forward the self-exclusion requests you sent to the casino to my email at [email protected]? When was the last time you contacted the casino regarding this issue? If there is any relevant follow-up conversation between you and the casino, please forward it as well.

Thank you very much for your cooperation.

Best regards,

Kristina