Grande Vegas Casino - Closed my account without further clarification and explanation, completely ignoring me

REJECTED
posted on February 22, 2016.

I gave documents and correct information to the casino grande vegas, but they closed my account with a simple reason.

Dear Dido,

We are contacting you from Grande Vegas Casino.

After reviewing the documents submitted, your account does not pass the inspection of our internal security.

A decision was 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 their proof review identity, address, copies of credit cards and / or other appropriate documentation when the withdrawal of credit. 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 and victory and / or cash-in is made, voided. In the case of fraudulent documentation, your account will be locked and all winnings and / or cash-in will be canceled.

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

In the event a new account under your name be made, will also be closed.

regards,

Jane

Financial services.


I then contact customer support for them to contact me by phone, but they refused to call me.
It was the wrong decision, because all the documents I have submitted a valid and clear.

most likely they were just looking for a mistake not to pay me.

proven if they refused to call me by phone.

askgamblers help me to solve this problem.

AskGamblers
posted on February 24, 2016.

AskGamblers Complaints Team have been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that Grande Vegas Casino acted in full compliance with their Terms & Conditions. Player failed to meet the verification process and that is why account was blocked and winnings confiscated. Moreover, we have been confirmed that player committed fraudulent activities by presenting fake documents during his verification process.

And since AskGamblers Casino Complaints Service is designed and meant to help honest players with real troubles, it is now obvious this is not the case with this particular issue. AskGamblers Complaints Team maintains zero tolerance towards players trying to conduct any kind of fraudulent activities, therefore this complaint is being rejected.

The complaint is now officially closed.