Grand Fortune Refuse to Pay Citing "Fraud"

RESOLVED
posted on June 16, 2015.

At Grand Fortune Casino (GFC), I deposited $200 using a bonus with a $10,000 max cashout. After playing and meeting the wager requirements, I had a balance of over $11,000. I submitted all requested documents to the casino's banking department per their request and made my first withdrawal request ($2500/week) via wire transfer using the casino's cashier system. After briefly emailing with someone named Dean (no last name provided), I received an email (from Dean) informing me of the following:

"As you know RTG operators all use a third party fraud service called Iovation. Iovation have informed me that you did dispute $100 worth of deposits back in 2012 at another operator which cannot be named due to legal obligations that Iovation has with their operators and as it stands if a player has history of disputed transactions they will be refunded and their accounts banned."

This is the first time I have heard of any such thing. I have deposited thousands at RTG casinos over many years and have never been accused of fraud. There is no mention of "Iovation" or any "fraud service" in GFC's terms & conditions.

I have never used multiple accounts, abused bonuses, or requested refunds from casinos. I do not have "a history of disputed transactions." According to GFC, I have ONE disputed transaction -- from 2012 for $100 at another casino. To my knowledge I have never made a refund request. I have never been contacted by any casino regarding a disputed transaction.

I was lucky enough to play through GFC's wager requirements and win in complete compliance with the casino's T&C, only to be accused of committing fraud at another, unnamed casino in 2012 for $100. Rather than pay, GFC closed my account and refunded my deposits.

I consider this shady and unfair behavior.

posted on June 18, 2015.

Hi JeremyS,

My name is Dean (my middle name) and I am the risk and fraud manager at Grand Fortune Casino. I would just like to thank you for bringing this to our attention.

JeremyS did purchase a paste and pay voucher from our site totalling $202.22 which he used on our welcome bonus. You did win a large sum of money as stated. Your withdrawal request went into our review status which is made up of four checks i.e Gaming Review, Risk Review, Account Review and Manager Review.

Upon doing the Risk Review I picked up that you had chargeback history in 2012 with another operator. This was confirmed by the risk team at DoughFlow who said that your device which is a medium you use to play at casinos had changed hence we could not pick it up on the spot that you were indeed a chargeback player. DoughFlow cannot disclose the name of the operator that you have chargeback history with. When I spoke to a representative at DoughFlow they did confirm that the evidence was never removed from your account by the operator which usually means the chargeback was never recovered. I had also chatted to one of my risk partners who use to deal with DoughFlow and he had also confirmed that chargebacks did occur in 2012.

I am willing to provide all correspondence between myself and DoughFlow and the correspondence between myself and my risk partner if need be.

As you all know all casinos have a zero tolerance policy against fraud and the same applies to our casino. We were hurt in the past by a player who complied with us 100% but had chargeback history and we opened our doors to the player only to get hit by a chargeback. If we spot a player with fraudulent history we make sure to investigate thoroughly before coming to a decision to refund a player. Refunds also affect us as a Casino as they cost us money and make us look bad with our processors.

I know we do not mention Iovation in our terms and conditions but with that said majority of RTG operators use DoughFlow and with DoughFlow two major fraud systems are integrated i.e Iovation and Ideology.

I really do hope this resolves the matter.

Best regards,

Dean

posted on June 18, 2015.

I do not know how to respond to this. It seems to me that the matter at hand is whether I played fair, won fair, and how Grand Fortune treats winners at its casino. But instead of answering the question "why has Grand Fortune not paid winnings?" Dean has changed the subject and made me out to be the bad guy. I believe the burden lies with the casino to pay winnings fairly and not the player to defend themselves against arbitrary decisions and accusations of fraud. I cannot even begin to determine if there is any validity to Dean's claim of a disputed charge since he provides no details and my "accuser" remains unnamed.

Again, I do not know how to respond to this. Dean perfectly describes what happened -- I deposited, played fair, and won. But when the time comes to pay winnings, the casino instead accuses me of fraud citing a disputed transaction for $100 in 2012 at another casino and tells a story about some other player who "hurt" the casino with a chargeback. I understand that casinos must protect themselves from scams and fraud, but it is hard to have sympathy for a casino that bans winners, confiscated winnings, declines payment and engages in this kind of "rogue" behavior.

The question as I see it is not whether Grand Fortune is acting within its rights (obviously it can -- and does -- act however it pleases), but whether Grand Fortune is acting fairly. I hope AskGamblers can help provide an answer.

And I would warn players to avoid Grand Fortune and its sister casino(s) as "winners" can expect to leave empty-handed and ill-used to boot.

posted on June 22, 2015.

Is this really going to be swept under the rug? Grand Fortune has refused payment of fair winnings and their sole defense is an unsubstantiated claim about a $100 disputed transaction at another casino in 2012. I urge Grand Fortune to work with me toward a successful and fair resolution of this matter. At the very least, the casino should provide real evidence to back their claim against me of "a history of disputed transactions." I should be provided with details about any transactions that GFC has based its decision on. Since GFC is claiming that I have somehow violated their T&Cs and that I pose a risk to them, it only seems fair that GFC should explain fully *how* I have violated their T&Cs and demonstrate how paying me fair winnings puts their casino at risk. If GFC did due diligence the correct way, a “fraud risk” player wouldn’t be allowed to register an account, let alone deposit and play. Banning players only after they win — citing vague and unsubstantiated reasons and hiding behind the catchall excuse that “all decisions made by the casino will be final” — is NOT FAIR PLAY.

I have committed NO fraud against GFC. I have met ALL the casino's terms regarding bonuses, wager requirements, and so forth. The only thing I did wrong was WIN. A casino that accepts money for fair wagers, only to balk when a player wins, is committing fraud by posing as an honest and fair casino with honest odds. By "adjusting" those odds in the house's favor after a player wins is deceitful. It is the very definition of fraud (i.e., tricking someone with deceitful practices). I never requested a refund for my deposits. GFC forced those upon me as a cheap alternative to paying winnings. I think Grand Fortune should be ashamed of how it treats its players.

posted on June 24, 2015.

Hi JeremyS,

I really do apologise for not getting back to you.

As I have previously mentioned there was evidence against you that shows charge back history. I have not made you out to be the bad guy JeremyS. Me and my team have purely acted on the information we received.

Our casino has a stric policy against customers who have chargeback/dispute history against them. If our findings said otherwise and you passed all risk checks we would have gladly paid you all your winnings.

JeremyS I have attached the communication between myself and the DoughFlow risk team where they mention the evidence that shows you did have chargeback/dispute history. I have also attached the emails between myself and a risk partner who also mentioned there was evidence of chargeback/dispute history in the time frame that I have mentioned previosuly.

In the attached files I have blanked out the senders names to protect their privacy.

AskGamblers could you please review everything and if everyone is satisfed with all evidence can we consider this complaint reolved?

Best regards,

Dean

posted on June 25, 2015.

I would like to see this evidence (I have received nothing so far). Better still, I would like to understand its relevance to my dispute with Grand Fortune Casino. I hope AskGamblers.com can help determine how an alleged dispute with another casino in 2012 for $100 can be used as an excuse not to pay winnings now. Grand Fortune is accusing me of a history of fraud. That is a BIG accusation.

On a more technical note: nowhere in Grand Fortune's T&Cs is their any mention of a "strict policy against customers who have chargeback/dispute history against them." This "rule" was inserted after the fact in an email from Dean (and reiterated here). Shouldn't such a "strict policy" be mentioned in the T&C? How else is a player to know about it? For that matter, how is a player supposed to know what kind of evidence there might be against them in the records of a third-party payment processor like DoughFlow (who is paid by the casino)? I have never been contacted by a casino concerning a chargeback. No other RTG casino has closed my account. The decision not to pay rests with Grand Fortune -- I maintain that it is unfair.

I will be dismayed if this complaint is marked "resolved" based on the the exchange above, which is merely the casino repeating a single claim against me as an excuse not to pay. I do not consider this fair play. I'm anxious to hear what the experts at AskGamblers.com think.

AskGamblers
posted on June 29, 2015.

We didn't received any evidence from the casino management. Dean can you please forward your email to [email protected]

posted on June 29, 2015.

Hi JeremyS and AskGamblers,

I apologise for the delay in my response.

I will forward the email correspondance on to AskGamblers support and hopefully we can resolve this issue.

Best regards,

Dean

posted on June 30, 2015.

Still waiting...

posted on July 1, 2015.

Hi JeremyS,

As requested by AskGamblers I have sent them all the email correspondance. They are busy looking into this.

AskGamblers please confirm with JeremyS that you did receive my email on 29 June 2015.

Regards,

Dean

posted on July 3, 2015.

Hi AskGamblers,

I have received two notices that this complaint will be soon be closed. I have received nothing from Dean and have heard nothing from your team. Can you please let me know that you did indeed receive material from Dean.

Dean, would you please forward the email correspondence to me as well (you have my email address)? Thank you.

AskGamblers
posted on July 4, 2015.

We confirm that we received email from casino.

AskGamblers
posted on July 7, 2015.

We are waiting for additional evidence regarding this case.

posted on July 9, 2015.

Hi Askgamblers,

JeremyS and ourselves have come to an understanding and we have communicated with him.

JeremyS and ourselves will reply once everything has been resolved.

Regards,

Dean

posted on July 12, 2015.

I am still waiting for confirmation from Dean and GFC.

posted on July 13, 2015.

Hi JeremyS,

I will sending you an email shortly regarding this issue.

Best regards,

Dean

posted on July 15, 2015.

I am still waiting to hear from Dean and the casino.

posted on July 16, 2015.

Hi JeremyS,

I did send you an email earlier today.

Please can you check your inbox.

Regards,

Dean

posted on July 19, 2015.

I received an email from Dean last week. It looks like we have reached a successful resolution, but there have been delays. I will know more by tomorrow or Tuesday and will post back here to confirm then. Thanks!

posted on July 22, 2015.

AskGamblers,

Please keep this complaint open until I confirm first payment by the casino later this week or early next. Dean assures me wire transfer has been made and everything looks good.

Thank you.

AskGamblers
posted on July 25, 2015.

We keep this complaint open upon player's request.

AskGamblers
posted on August 1, 2015.

@JeremyS,
Did you get your payment can we close this complaint?

posted on August 2, 2015.

Hi AskGamblers....

I received the first of two payments. The wire transfers seem to take a very long time (the first took 10 days). I am waiting to hear from Dean that the second -- and final -- payment was made as agreed. I will confirm here when I receive it, probably at the end of the week. Despite the delays, it looks like everything points to a satisfactory resolution. I would like to thank Grand Fortune (and Dean) for taking the time and effort to reach an amicable solution. And I'd like to thank AskGamblers for all their help!

posted on August 4, 2015.

I received second (and final) wire transfer today. This complaint is successfully resolved. Thank you to GFC and AskGamblers!

posted on August 5, 2015.

Good day all,

I trust that you are well.

We are very happy to see that this payment query was resolved and that the player is satisfied on how our respective casino representatives handled this payment query.

Thank you very much

Best Regards,
Whirney

Have a great day!

Grand Fortune Casino complaints

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