Ag Awards

Grande Vegas Casino - Document rejected and account closed

Complaint Info
Disputed casino Grande Vegas Casino
Reason Verification issues
Amount $ 250
Posted on November 25, 2015

I was a new player in vegas grande.
and I play with no deposite bonus of $ 50 (GVSURVEY) for slot aladins
and I won $ 250.
then I submit some documents like passport, bank statement and holding ID for withdrawal
after a week of waiting they refused and closed my account and megatakan:

Dear Ling,

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

please help me askgambler that they provide evidence valid for the reason why my account closed.

Thank you

Posted on November 16, 2015

The attached file sent by the player has been removed. According to Complaints Guidelines /http:­//w­ww.a­sk­gam­ble­rs.c­om­/co­mpl­ain­t-g­uid­elines/ players should make sure to hide all personal information (such as names, addresses, bank accounts, phone numbers, emails, etc.) as this is a public forum and their complaint will be visible to anyone visiting our website.

Posted on November 17, 2015

Hi there,

Please note as described in our earlier email, your account didn’t pass our internal security checks, therefore the account was closed.

Kind regards,
Grande Vegas

Posted on November 17, 2015

I want a proof if my account didn't pass security checks.
I would not believe if by an email from you

Thank you

Posted on November 25, 2015

This complaint is unresolved. We didn't get evidence from casino management why player's account didn't pass a security check.
We recommend to the player to seek further help with licence authority of Grande Vegas Casino.

Posted on December 14, 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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