Ag Awards

Grande Vegas Casino - Verification issues

Complaint Info
Disputed casino Grande Vegas Casino
Reason Verification issues
Posted on December 11, 2015

I waited for account verification in grande vegas casino since 5 December.
then I tried to contact customer support via live chat, and they said that my account has been verified.
but other emails I get from docume­nts­@sw­ift­ass­ist­anc­

they say:

Dear Mr. Vrije,

We are contacting you from Grande Vegas Casino Risk Management.

After reviewing the documentation submitted, your account did not pass our internal security checks.

A decision has been 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 Reviews their proof of identity, address, copies of credit cards and / or other Appropriate documentation when Withdrawing credits. 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 out and winnings and / or cash-ins made, voided. In cases of fraudulent documentation, the account will be locked and all winnings and / or cash-ins will be voided.


In the event a new account under your name is created, it will Also be closed.


Casino Risk Management

they have deceived me by saying if my account has been verified

then my account was closed

Posted on December 11, 2015

One of your attachments has been removed, attachment contained personal information.

Posted on December 15, 2015

Any update considering your complaint?

Posted on December 15, 2015


I still waiting grande vegas to resolved my problem.

Posted on December 15, 2015

I hope them re-open my account and pay me.

Posted on December 18, 2015

AskGamblers Complaints Team has been provided with a detailed explanation and evidence on behalf Grande Vegas Casino management regarding this issue. Based on all the information we got, we can confirm that player failed passing the verification process which is a routine procedure applied after a withdrawal request is being initiated.

AskGamblers has zero tolerance against players trying to play unfair and acting in a manner which could be describe as fraudulent to say the least. That is why this complaint is being rejected and no further communication shall be provided and conducted on behalf AskGamblers Complaints Team towards the original poster.

The complaint is now officially closed.

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