Grande Vegas Casino - Documents rejected and account closed with no explanation provided

RESOLVED
posted on November 2, 2015.

when I submitted the documents as evidence of withdrawal in grande vegas casino, and I really do not understand why they closed my account after they review the documents to me and they say:

Dear Soffia,

We are contacting you from Grande Vegas Casino Risk Management.

After reviewing the documentation submitted, your account did not pass our internal security checks.

A decision has been made to close your account. This decision will not be reversed.

As per our Terms and Conditions:

16. All cash-ins will be subject to audit before being processed. Players must provide a copy of Reviews their proof of identity, address, copies of credit cards and / or other Appropriate documentation when Withdrawing credits. Proof of identity must match the registered name and surname. If a player fails to provide this within 4 weeks of our request, his account may be subject to lock out and winnings and / or cash-ins made, voided. In cases of fraudulent documentation, the account will be locked and all winnings and / or cash-ins will be voided.

http:/­/ww­w.g­ran­dev­ega­sca­sin­o.c­om/­en/­ter­ms-­con­ditions

In the event a new account under your name is created, it will Also be closed.

Regards,


Lisa
Casino Risk Management

I only new player in vegas grande.

I really do not understand.
please help me askgamblers

posted on November 4, 2015.

Hi there,

Please note as described in our earlier email, your account didn’t pass our internal security checks, therefore the account was closed.

Kind regards,
Grande Vegas

posted on November 4, 2015.

thanks for the reply .
yes , I know if my account is closed
but the reason until my account was closed ??
I submit all the documents which clearly and correctly .
you please explain the reason why my account is closed ?

AskGamblers
posted on November 4, 2015.

@Biggirl,
We remove all attached files, because they contains sensitive and personal information.

AskGamblers
posted on November 7, 2015.

This complaint is still ongoing, we had additional query regarding this issue.

posted on November 9, 2015.

I can see a lot of complaints from the players to the grande vegas casino that they do not pay the players win the same reason
I think the only casino vegas grande unfair

AskGamblers
posted on November 10, 2015.

We have been provided by valid evidence on behalf management of Grande Vegas Casino where it is clearly displayed that player's account can't be verified because player breach casinos term #21 e)Grande Vegas reserves the right to cancel a player's membership at any time without notice. Any balance in your account will be immediately credited back to your personal account. In addition, Grande Vegas reserves the discretional right to void any winnings and withhold any balance in a player's Casino account under any of the following circumstances. If a player provides incorrect or misleading registration information.

Based on all above stated our decision is to mark this complaint as resolved in casino's favor since the casino's actions were in total compliance with their general terms.

We would like to remind player that further assistance on this case could be requested by the official regulatory body for Grande Vegas Casino.

Grande Vegas Casino complaints

  • 12 of 13 resolved
  • 2 days avg response
  • 6 days avg complaint life
  • 103 USD avg amount

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