Grande Vegas Casino declined my cashout $250 by mistake!

RESOLVED
mahmood Bangladesh
posted on December 29, 2015.

Last week I had created a account with Grande Vegas Casino and I had redeemed a ndb code which allow maximum winning amount is $250. I played several slots only and finally I had managed to wagering 60X and my winning was capped into $250. After that I had contacted with them which documents I should send to them. They were helpful enough and asked me general verification documents and also a photo holding my photo Id card. On next day I had sent every documents s their requirements. 3 days after I got a reply from them my documents had been approved and I could withdraw my winning. So,same day I had requested withdraw $250. But Next day I got a email from them that my pay out request $250 has been voided because I have multiple accounts which is not true. I had created only one account for me,claimed only one no deposit bonus then I won $250.So,I think they lied to me for not to pay my fair and squire winning. I saw here lot of complaints against same casino is not paying the winnings to the players too. So, I have decided to complaint here to find out why they did not pay my legit winning $250 without any reason. Please AG help me to get my fair winning will be highly appreciated. Thanks

mahmood Bangladesh
posted on January 2, 2016.

Hello, Has been 3 days since my complaint had been published. But it the mean time nobody from Grande Vegas Casino replied into this forum about our issue. Yesterday, I had went to live chat and asked any progress concerning my issue. But unfortunately, they were unable to give a proper answer why they didn't processed my winning and she gave me a toll free phone number of Grande Vegas Casino to contact directly to them. So,I tried to call them to talk but I can't reach there. I am pretty much sure they stated a false statements that I may have created multiple accounts with them which was complete false and unfair. Though they still unable to provide any statement here why they didn't send my legitimate,fair and squire winning of $250 after wager 60X of their bonus. I didn't break casino's any terms and conditions while playing. I played whole 1 day to managed my winning $250 and my max bet was 2.50. So, I request to AG, please keep open my complaint until resolve our issue where I have absolute right to collect my winning. Thank you.

Kind Regards,

Eftekhar Mahmood

mahmood Bangladesh
posted on January 5, 2016.

Complaint Updates:

Dear Askgamblers, Several times I sent them emails for requesting to review my account details if they might mistakes to take wrong decision caused my legit winning had been voided. So, today Nerisa from Grande Vegas casino replied me same email which was:

"Hello Eftekhar,

Thank you for contacting Support with your account query.

Your winnings have been denied as per the general terms and conditions; 10. Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Grande Vegas allows only ONE account per computer, household, IP address unless permission is granted otherwise by Grande Vegas.

Our records indicate that there are other accounts registered with your computer, which have redeemed the same free offer. Hence your withdrawal request is denied.

Please refer to the link below for the general terms and conditions:

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

Should you require any further information or assistance, please feel free to contact us anytime via phone, e-mail or chat with us.

Yours Sincerely,

Nerisa
Casino Support
Toll Free: 1 866-888-5833 "

I am not agree with them because I never created multiple accounts with Grande Vegas casino but I have another account with their sister casino name "Jackpot Capital Casino" and I also claimed there a no deposit bonus once. So,are they meaning I have multiple accounts with them? One account with Grande Vegas Casino and another one account with Jackpot Capital Casino calls "MULTIPLE ACCOUNTS"? Really?? I had sent all documents several times they requested and I got reply from them which was:

"Dear Eftekhar,

Thank you for contacting Grande Vegas Casino.

We have received your email with documents attached. Your account has been updated and documents approved.

If you have any further questions, please contact us and a Customer Service representative will be happy to assist you.

Best regards,

Britney

Financial Services"

So, they had sent me above email after checking every steps of security and finally approved my documents and requested for withdraw. Now I like to know how come they are saying I have multiple accounts with them?? I got no answer into forum still now!!! I requesting them to show evidence into AG forum if they have. Please Askgamblers help me to resolve my issue. I still have the hope I will receive my legit winning of $250.

Sincerely,

Eftekhar Mahmood

AskGamblers
posted on January 15, 2016.

AskGamblers Complaints Team has been provided with new information in regards of this case and that is why it has been reopened. We would like to give to Grande Vegas management the opportunity to share and explain their findings with player directly.

posted on January 18, 2016.

Dear Mahmood,



The system detected multiple accounts created using the same computer, therefore the following rule was applied:



10. Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Grande Vegas allows only ONE account per computer, household, IP address unless permission is granted otherwise by Grande Vegas.



Also to be found here: http:/­/ww­w.g­ran­dev­ega­sca­sin­o.c­om/­en/­ter­ms-­con­ditions



Kind regards,

Grande Vegas Affiliates

mahmood Bangladesh
posted on January 20, 2016.

Dear AG Team, I don't think I had created any multiple accounts with Grande Vegas Casino ever before. The account name (h****t) is my only one account with GVC. Moreover, I had used another gmail account while created account with them which I used to create all casino accounts and ([email protected]) is my private gmail account which is associated with my e-wallet account too. However, they had approved my all necessary documents including photo holding ID after checked all necessary security checks and requested for withdraw as I mentioned earlier into my complaint. But the strange thing is after requested my 1st withdrawal they claimed such type of multiple accounts which is not true. Moreover, They still now kept my account open for play and sending good promo offer every single day where indeed they should close my account immediately if they really found any multiple accounts under my name or any others under my same ID and MAC address but they didn't do it. So, It clearly shown that the finance team didn't pay my legitimate winning by themselves like other players had complaints into forum like similar cases. However, If GVC really found any multiple accounts under my name, photo id, DOB, Mac, Ip etc then I request to GVC to send all evidences to Askgamblers to prove I have multiple accounts with them. Unless providing all legit evidences to AG, I request to AG to keep open my complaint until resolve. Thank you.

AskGamblers
posted on February 3, 2016.

The complaint has been reopened upon the player's request and we would like to give it one more chance for a successful resolution.

mahmood Bangladesh
posted on February 5, 2016.

Dear Grande Vegas Casino Rep,

Could you please supply evidences to AskGamlers team that whatever you had stated were true? I had tried to explain many ways that I never created multiple accounts and nobody plays from my home. So, there is not any single chance to create multiple accounts from my computer/Home. Your casino team made me a verified player after checked all type of security checks. So, I am well verified player of Grande Vegas Casino. My winnings I had managed to wagered 60X takes 7/8 hours and while playing I really enjoyed the slots to wagered. Your casino finance team member asked me to provide them my photo holding my ID card which I had provided also on next day. Then on next reply she was pleased to make me verified player as she had stated in her email and then she asked me to make a withdraw request of my winning $250. So, till that day everything were fine,fair,legit. Believe me this is my 1st time winning from a RTG casino. So, according to her advise I made my withdraw request for 1st time and felt very happy. On next day I had noticed that my withdraw request had been canceled and my winnings had been voided. They also stated that I had created multiple accounts on my computer which is absolutely wrong,mistake and bogus!!

Now my point is if I really made multiple accounts then casino security team must not passed my verifications and closed my account. But every single day I still getting promo offer from Grande Vegas Casino and encouraging to claim those promo offer!! Strange!! Really strange!!! Because you now very well that I am still now a verified player after passed all security checks and never created any multiple accounts. So, I request you to pay my legitimate winning $250 immediately or provide all evidences to Askgamblers team that I created multiple accounts. My argue is simple and legal which you should not ignore by any cause. I am waiting for your reply and resolve our issue fairly. Thank you. Have a great day.

Kind Regards,

Eftekhar Mahmood

posted on February 5, 2016.

Hi there,

We've provided the evidence to AskGamblers.

Kind regards,
Grande Vegas Affiliates

mahmood Bangladesh
posted on February 7, 2016.

Ok. But why you took so long to reply in the forum Grand Vegas?
I am afraid to say that you might be supplied forge/fake evidence if you really had been provided.
I am too waiting for hear back from askgamblers. Than you.

AskGamblers
posted on February 10, 2016.

AskGamblers Complaints Team can confirm the fact that we have been provided with information as well as some evidence in regards of this complaint. However, our conclusion is that the presented information on behalf the Grande Vegas Casino management are not convincing enough to prove the accusations against the player for creating multiple accounts as well as the subsequent confiscation. That is why we requested more information and evidence from the casino team and hope to receive such any time soon.

mahmood Bangladesh
posted on February 14, 2016.

Dear Grande Vegas Casino Rep,

We are still waiting for your evidences to provide us. So, if you have any legit evidence then send us without delay if you run a good casino for play where players can keep their trust upon your casino to play. However, as I hardly believe I never breached any terms of casino and impossible to create any duplicate account from me. I am still hoping to receive my hard wagering winning of $250 because I had spent several hours and gave different documents one after another as you asked from me. After all documents checked and security checked I had passed all procedures to withdraw my winning according to casino team. Then they asked me to make withdraw request my winning. Up to all these everything were fine. But my trouble started when I made withdraw request my winning as per your advised! Several times I had contacted Live support regarding my issue but they also not found any discrepancy as they informed me and they advised me to keep in touch with finance team to resolve the issue. Finally I can say, you might be mistaken my account with others where I am not related with! So, you should process my legitimate winning $250 as per your casino terms as soon as possible. Then our issue will be resolved. Thank you.

Regards,

Eftekhar Mahmood

mahmood Bangladesh
posted on February 17, 2016.

Dear GVC Representative,

It has been complete I month and 20 days I had lodged this complaint but you are completely unable to provide valid evidence that I have duplicate account which was 100% false not to pay to a player! So, why you offering no deposit bonus to try your casino? More over if I really created duplicate accounts according to your statements into forum then why you not closed my account yet and why you still now offering very good deposit bonuses with codes every single day???All players from the world knows already that most of the complaint into AG forum against GVC reason non payment of their winning though some players breached T&C of GVC. But in my case what is the real legitimate evidence ( which you didn't provide to AG & me ) made you to take wrong decision non payment of my winning? SO, I strongly suggest other players all over the world to avoid this "Black Listed" casino who never pays winnings to their players and sometimes they make false evidences not to pay to genuine players! I specially request to Askgamblers team please don't close this complaint unless they provide valid,legitimate evidences what they claimed. I strongly guess that in the mean time they are hardly trying to make fake evidences for not to pay me small amount of $250. But they expect to deposit their casino by offering very nice promos every single day which I really missed also for lack of my confidence.

Regards...

AskGamblers
posted on March 19, 2016.

This complaint has been reopened upon submitter's request and we would really like to give it one more chance and help both parties involved to reach to a satisfactory resolution.

mahmood Bangladesh
posted on March 20, 2016.

Dear Askgamblers, Thank you for reopen my complaint into forum. After consulting my non payment issue with many forum and casino support, I found the real reason of non payment of my legitimate winning $250 from Grande Vegas Casino which is absurd and unacceptable where I never breached any terms of casino and never created mutiple accounts for me or from my computer.

Actually, GV casino accused me to have created multiple accounts because I had created my casino account with the email [email protected] and approved my documents with my photo holding ID card from casino team until approve my fair and squire winning $250! On the other hand my nominated Neteller account was created by email [email protected] which was used. When GVC finance team found my Neteller email address is different than I used to create casino account then they had unfairly decided to accused me have multiple accounts with them. But I never created any casino account with that email address [email protected] which is only using for limited personal accounts like Neteller, Skrill, Ecopayz etc and for only some personal correspondence. Surprisingly, they still now offering very nice deposit bonus codes and keeps my account open for play which also should be keep open for play where I never created multiple accounts for me.

To let inform GV casino team is that I recently changed my neteller account email address [email protected] which email also using for casino account. Now I request to GVC team by Askgamblers forum that please review my case where everything of mine were approved by casino team but payment was not approved for absurd reason. If you need further documents or any elements to provide you then please ask me send to you, then I will happily send you any further documents or any evidence. I hope we can now come for resolution by helping each other then this complaint would be resolved successfully. Thank you. I am now looking forward to your response here.

King Regards,

Eftekhar Mahmood

AskGamblers
posted on April 26, 2016.

AskGamblers Complaints Team have been provided with sufficiently convincing information on behalf Grande Vegas Casino management to confirm their findings and the subsequent actions taken in this particular case. Player has been found breaching the following term - "10. Members are only allowed one active account. Winnings will only be paid to players having ONE account. All winnings will be VOID for players with more than one active account. Grande Vegas allows only ONE account per computer, household, IP address unless permission is granted otherwise by Grande Vegas."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is being officially closed now.

In case of a disagreement with our decision we remind player that further assistance on this issue could be requested from the relevant regulatory body of 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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