Complaint #4
4Grinz Casino
Account wrongly disabled and winnings seized although I followed Customer Service's instructions
9 years ago
After doing my research on the various BTC casinos, I joined 4Grinz while brand new to BTC and new to every aspect of that, and their Customer Service team misled and manipulated my trust. When I first joined, CS informed me that my deposit was still waiting on its 7 confirmations. I explicitly asked what I should do and was told, "Just keep playing and hope it gets confirmed," which is verifiable, and which CS Lee reconfirmed that he had told me. I asked if there was anything I could do to speed up the confirmation, and he said "some people do know how to make it go faster... :)", whatever that means.
So, today, when I was waiting on confirmations, I followed this explicit advice and played. I won, but I waited until my deposits were confirmed to submit a withdrawal. I literally waited until after I had received email confirmations from 4Grinz that my deposits had been accepted. Only after I submitted my withdrawal request, did I receive the "fraud alert" email, which explicitly states "We have detected suspicious activity with your 4Grinz.com player account. An attempt was made to deposit funds in the amount of XXXX that resulted in zero confirmations and is suspected as double-spending." (The XXXX is what it actually says; it does not even say an amount). Again, I received this after I received the email confirmation of their acceptance of the deposit, also verifiable. You can see the emails and time stamps below (acceptance of deposits came at 2:25 AM; fraud alert stating deposits had 0 confirmations came at 3:15 am). You can also see that 4Grinz marked all four deposits as accepted more than an hour before I submitted my withdrawal request. Additionally, you can see my many deposits, because I have been a fiercely loyal customer since I joined.
Now they have seized my funds and disabled my account. Lee said that this is "out of [his] hands," though he admits he did explicitly tell me to keep playing while waiting on confirmations. I asked to speak to a manager, who was not available.
So, today, when I was waiting on confirmations, I followed this explicit advice and played. I won, but I waited until my deposits were confirmed to submit a withdrawal. I literally waited until after I had received email confirmations from 4Grinz that my deposits had been accepted. Only after I submitted my withdrawal request, did I receive the "fraud alert" email, which explicitly states "We have detected suspicious activity with your 4Grinz.com player account. An attempt was made to deposit funds in the amount of XXXX that resulted in zero confirmations and is suspected as double-spending." (The XXXX is what it actually says; it does not even say an amount). Again, I received this after I received the email confirmation of their acceptance of the deposit, also verifiable. You can see the emails and time stamps below (acceptance of deposits came at 2:25 AM; fraud alert stating deposits had 0 confirmations came at 3:15 am). You can also see that 4Grinz marked all four deposits as accepted more than an hour before I submitted my withdrawal request. Additionally, you can see my many deposits, because I have been a fiercely loyal customer since I joined.
Now they have seized my funds and disabled my account. Lee said that this is "out of [his] hands," though he admits he did explicitly tell me to keep playing while waiting on confirmations. I asked to speak to a manager, who was not available.
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