GrandRio Casino - Withdrawal declined, support giving different, unjustified reasons

posted on April 25, 2016.

My withdrawal was declined and account locked by Grand Rio Casino. At first I was vary about playing with them, but seeing them having the trusted tag here along with 8.5 stars, I decided to try them. I lost multiple deposits before finally winning small. That's where my troubles started.

First they claimed the defining reason that justified the removal of my funds, not paying me and locking my account was making a too big of a bet size with a bonus.

But I did not win with a bonus. I lost all my bonuses. I won without a bonus in my account.

Here is their original verbatim email:

"April 23 you were given a bonus of 150 €
According to the rules of the casino is your single bid can not be more than 5% of the active bonus (7.5 €)
multiply your bets exceeded the limit of the rules.
In accordance with the rules of your winnings canceled and the account is blocked.
This decision is a casino in the case of such violations"

After that I told them that I did not win with a bonus, but rather with a fresh new deposit that did not have any bonus attached to it, they gave another excuse.

"In this case, you made the game by increasing the dispersion of higher bonus rates.
This is a flagrant violation of the use of casino games"

I dont know what this means, and I have now asked them twice, and they fail to answer.

Could you please help me? I followed their rules, and should be paid.

posted on April 27, 2016.

Dear Mikko and Askgamblers representatives!

The Player was given 150% reload bonus in amount of €150 at 19:10:15 GMT on 23.04.16.
According to p. 30.5.3. "With the aim of protecting from high-risk bonus wagering each bet should be no more than 5% of original amount of an active Bonus". In this case, the maximum possible bet while wagering the bonus should not exceed €7,5.

The game analysis has showed that the Player has exceeded this rate 2 times and sometimes even more throughout the game session that is proved by screenshots attached.

In this regard, the Player violated the bonus and casino's terms with the aim to increase the probability of the winning by means of placing big bets and using the bonus money to get the winning illegally. This is prohibited by p. and 30.5.3 of Terms and Conditions of GrandRio Casino.

As any bonus in any casino is provided for the purpose of a long and pleasant pastime, the violation of the bonus terms is considered a flagrant violation and leads to the cancellation of winnings and bonuses, as well as to closure of the account.

GrandRio Casino Team

posted on April 28, 2016.

AskGamblers Complaints Team believes the explanation and proof presented on behalf GrandRio Casino management to be well grounded and to justify the casino actions in this particular case in an undisputed way. We can confirm from the evidence presented that player clearly breached casino's terms #30.5.3 and "With the aim of protecting from high-risk bonus wagering each bet should be no more than 5% of original amount of an active Bonus."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In the case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for GrandRio Casino.