Complaint #48
Grande Vegas Casino
Delayed payment, not responding to emails, and giving me the runaround
9 years ago
I am extremely disappointed with Grande Vegas Casino. While they do offer many bonuses and free spins (playthrough however is high) they failed to deliver unlike their great sister casinos Jackpot Capital and Slotastic.
I deposited with Bitcoin and hit above $2,000, but i was told that i could only withdraw $180 as I deposited on TOP of a free spins code. NOT before, but after the code.. but I did not complain. Better than nothing right?
Well, in order to make my first withdrawal I had to send in my verification documents. I sent them 01/24/17 and it took them 7 days to approve on 01/30/17 which is the same day I requested my first withdrawal for $180. I requested a payout through Bitcoin, and chat told me it would take 3-5 days to process.
After 3 days since requesting my payout, on 02/02/2017, I checked my account and the status still said "payout requested." I contacted chat and they told me that it should be processed the following day. However, it wasn't processed the next day but status of my withdrawal changed to "under review". I waited another day and the status did not change, and when I spoke to chat they told me that they "have a backlog" with their system. They claimed that their Bitcoin payouts were delayed and to try to contact them again after 24 hours. At this point, I was getting impatient as it had been 6 days since I requested a payout (or 13 if you count verification) when they told me 3-5. I had also been emailing constantly, and NEVER RECEIVED A RESPONSE so you can imagine how irritating it was for me to have to speak to live chat every day.
On 02/05/17, I finally got an email from them but it was Automated, telling me my payout was approved and AUTHORIZED. After reading this, I spoke to chat and they told me that my payout would be processed within 24 hours as their Bitcoin issue was now fixed. Upon hearing this, I felt a bit relieved and waited anxiously for 24 hours however the payout was not processed which led me to speaking to chat once again.
Keep in mind it is now Monday, 02/06/17, 1 week since my payout request (or 2 weeks if you include the verification wait). Chat stated the same exact thing, that their Bitcoin issue had been solved and to expect my payout to be paid within 24 hours.
24 hours later... and NOTHING. Today is now 02/07/17, and this is what Live Chat told me:
***********
Karema:
Alyssa I wish I had better news for you but the Bitcoin pay outs are indeed delayed.
I know you are frustrated but I ask that you please bear with us as we get these payouts to our players as soon as possible
Again I am so so sorry :/
Me:
How long of a wait again
Karema:
I'm sorry for the delay. I'll be right with you.
Please wait 24hrs
or you can contact us later tonight and see if it has been paid
fingers crossed!!!
***********
As of tonight, 02/07/17, I have not received the payout. It has been 8 days since my payout request, 15 if you include verification, and instead of payout, they tell me "check tomorrow" then "we have a bitcoin issue" then "our bitcoin problem is solved, check tomorrow" then "we have a bitcoin problem again".
If you were in my position, you can imagine how frustruating this is, and I wrote this review here today because I do not want other players to go through this horrible experience!!! I hope you guys can help me solve this problem because I feel as if Grande Vegas is just giving me the runaround.
I deposited with Bitcoin and hit above $2,000, but i was told that i could only withdraw $180 as I deposited on TOP of a free spins code. NOT before, but after the code.. but I did not complain. Better than nothing right?
Well, in order to make my first withdrawal I had to send in my verification documents. I sent them 01/24/17 and it took them 7 days to approve on 01/30/17 which is the same day I requested my first withdrawal for $180. I requested a payout through Bitcoin, and chat told me it would take 3-5 days to process.
After 3 days since requesting my payout, on 02/02/2017, I checked my account and the status still said "payout requested." I contacted chat and they told me that it should be processed the following day. However, it wasn't processed the next day but status of my withdrawal changed to "under review". I waited another day and the status did not change, and when I spoke to chat they told me that they "have a backlog" with their system. They claimed that their Bitcoin payouts were delayed and to try to contact them again after 24 hours. At this point, I was getting impatient as it had been 6 days since I requested a payout (or 13 if you count verification) when they told me 3-5. I had also been emailing constantly, and NEVER RECEIVED A RESPONSE so you can imagine how irritating it was for me to have to speak to live chat every day.
On 02/05/17, I finally got an email from them but it was Automated, telling me my payout was approved and AUTHORIZED. After reading this, I spoke to chat and they told me that my payout would be processed within 24 hours as their Bitcoin issue was now fixed. Upon hearing this, I felt a bit relieved and waited anxiously for 24 hours however the payout was not processed which led me to speaking to chat once again.
Keep in mind it is now Monday, 02/06/17, 1 week since my payout request (or 2 weeks if you include the verification wait). Chat stated the same exact thing, that their Bitcoin issue had been solved and to expect my payout to be paid within 24 hours.
24 hours later... and NOTHING. Today is now 02/07/17, and this is what Live Chat told me:
***********
Karema:
Alyssa I wish I had better news for you but the Bitcoin pay outs are indeed delayed.
I know you are frustrated but I ask that you please bear with us as we get these payouts to our players as soon as possible
Again I am so so sorry :/
Me:
How long of a wait again
Karema:
I'm sorry for the delay. I'll be right with you.
Please wait 24hrs
or you can contact us later tonight and see if it has been paid
fingers crossed!!!
***********
As of tonight, 02/07/17, I have not received the payout. It has been 8 days since my payout request, 15 if you include verification, and instead of payout, they tell me "check tomorrow" then "we have a bitcoin issue" then "our bitcoin problem is solved, check tomorrow" then "we have a bitcoin problem again".
If you were in my position, you can imagine how frustruating this is, and I wrote this review here today because I do not want other players to go through this horrible experience!!! I hope you guys can help me solve this problem because I feel as if Grande Vegas is just giving me the runaround.
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