Complaint #22 Grande Vegas Casino

Documents rejected and account closed

By Caracas

10 years ago

I was a new player in the grande vegas casino
I have read and understand the terms and conditions grande vegas.
the other day I was handed some documents they have requested such as (driver's license, bank statement and holding ID) to pull a win of $ 250, but they refused to verify my account and said:

Dear Khor,

Thank you for contacting Grande Vegas Casino.

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.

http://www.grandevegascasino.com/en/terms-conditions

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

Regards,

Jane

Financial Services

I really do not understand the decision to close my account.
maybe I think grande vegas casino is a casino that is not fair.

please help me askgambler to their re-open my account.

Thank you

Disputed Casino Grande Vegas Casino

Reason Verification issues

Amount $250

Discussion

AskGamblers

• Support Team

10 years ago

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.

Caracas

10 years ago

@askgamblers

Yes thank you.
I want grande vegas casino provide valid evidence if my account does not pass security check.

Thank you

AskGamblers

• Support Team

10 years ago

@Caracas,
Any update considering your complaint? Thank you.

Grande Vegas Casino Complaint Stats

Resolved 25 / 36

Avg. Amount $399

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Grande Vegas Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 19 out of 28 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Grande Vegas Casino Complaints

See all complaints for this casino

Account verification taken 2 weeks and counting

I have been waiting 2 weeks now for my account verification to complete, something that normally take 48 hours is being delayed for so long, and no support is given whe I reach out to them, other than keep waiting with no answers as to why its taking so long. I personally know there are no issues with my documents or identity; possiblythey are trying to delay a withdrawal I'm currently holding or pressure me to keep playing and loose my money... Whatever the cause might be, 2 weeks is ridiculous!

Resolved

$180

Cheated out of payout

On 3/1/24 I redeemed a coupon & deposited for the 1st time at this casino. I won $2500 on 3/1/24. The payout request was approved & paid 3/5/24.
After this transaction I continued to play at the casino by redeeming additional coupons & depositing. I won again $1620. I requested a payout and in the mean time continuing to play. AT no time did I mingle funds that I had won with
funds from a coupon redemption. My payout request was denied. I was told I didn't follow the rules.
I have played at many different casinos in the past & have never come across this excuse. Typically a casino will not allow you to deposit while you have a pending payout if it is not allowed. Also, I know casinos have been known to overlook a players mistake if they are new to the casino.
I have been very unsettled with the refusal to honor my payout request and I would greatly appreciate if you could review my situation. I do not believe I should be penalized for making a deposit after I had already requested a payout & again, if it wasn't allowed the system should have prevented me from doing so. I know it is possible to do this. Also, when I initially asked about the denial I was told, oh don't worry about it, you know how to play and will win again soon.
Thank you in advance for your help as I am certain this situation is foul play.

Unresolved

$1,620

Declined Payment And Blocked Account

Hello,

I made a withdrawal request of $100 a week ago, Grande Vegas Casino, they reject my withdrawal request and asked to me send the documents. I played here for 8 years and have never met any problems. But they blocked me.

I sent them all the documents. Passport and ID licence.

But just can't log in. No reason.

I think they should pay me before they decided to block me. I deposited about $200 and wanted to safe $100. How they can still have a licence? They should be closed as my account.

ID Alexa333

Resolved

$100

My payment of 800 is on backlog

I verified my account in 2020.

I just recently made an withdrawal dec 1 2023. They sent me an email saying I have to confirm. I made the request and It look like I'm playing from an address that's not on the account. I confirm to that email then they denied my bitcoin withdrawal dec 5th 2023 and made a new request that day and said I had to take pic of me holding my ID and I did. Also I did that back in 2020, they approved my documents.

Dec 6th, the next day pretty fast, it is now the 8th. They said it takes 48 business hours. I did everything they asked to now they're my withdrawal is on backlog please help.

Resolved

$800

Delayed Withdrawal For $2,460

Hello, I have a withdrawal pending from 7/17 for $2460 which shows it was approved and submitted to be paid. I am being told that it is 15 days wait time for it to show up in my bank account and still is not there yet after 18 days by my math. I have talked to customer service in chat and by email and continue to get the run around. I have cashed out many times with various online casinos and never had this problem. Can someone from Grande Vegas contact me to help me get my money. Thanks

Unresolved

$2,460

Account history mot visible at Grande Vegas

I can no longer view my account history. Recently, GVC declined a withdrawal. It claimed it was returning my deposit and keeping my winnings. However, I cannot see the history at all, and my last deposit was $111.11 and it only returned $98. I do not know what is going on and think a glitch may have occurred. I asked GVC to email me my account history. It said it emailed me a .pdf at least twice. I did not receive the emails with the .pdf -- which also may be a glitch. It is difficult to tell without the history. The resolution I am seeking is to have GVC restore my account history and send me an email .pdf with my account history.

Unresolved

Grande casino keeps taking my winnings

I have had this happen twice now, when I first signed up and now, I made deposits and conveniently won nothing but I get 150 dollars on Fridays because of my deposit and daily free spins. The 150 dollars requires a ridiculous 9,000 dollar playthrough then the free spins don't get you anything so they gave us 13 dollars on Friday the 13th. I don't recall the playthrough but you know it was something they don't expect or want you to get. Max withdrawal was 250. I got the playthrough and tried to withdraw 245.00 so of course I get denied with the reason I used consecutive free bonuses, those bonuses weren't free, I paid for them by depositing.

I wouldn't have been able to use them had I not deposited. I want my winnings. They did this with my initial 180 I won when I first signed up and now this. Or they can refund my deposits and close my account. I am sick of them stealing our money and our winnings.

Unresolved

$245

Balance lock

Grande Vegas casino has blocked my funds. There is no way to make a conclusion. Contacting the support team did not give any results. All conditions of the coupon are met in full and without violations. I ask you to help me in obtaining my winnings. I do not know the real reason for this attitude towards me as a gamer, and I would like to understand this issue with your help. My claim 65 usd.

Resolved

$65

Verification is like rocket science

3 months ago I won their bonus. I have 179 usd after completing wagering requirements. When I send my passport they it was cropped, I accept that.

Second time when I send passport with out cropping and holding passport to my face, that time they say they cant see corners of id, and they say small difference in addressee proof (my place is Kozhikode which is also know as Calicut) that's was difference....

Then they request my license and a pic holding license I send with visible all things, then they give me reason that in my license last name not showing only showing initial (In Indian license they don't write last name)

Again they ask passport, this time I go bank and clear small difference in address, (even having lockdown here) then I borrow my friends u iPhone, took passports high resolution pic and holding passport. Now I speak to customer care she say I am not holding passport to my face. My whole body and passport details clearly visible there..

Now I am waiting reply from documents team, I hope they wont insult me this time.

I have all proof with me any players who want to see I will show u guys.

I am requesting to all players.

Resolved

$179

Grande Vegas refusal to pay

Hello dear AskGamblers team. I have a dispute with the Grande Vegas casino. Hope you can help us solve this problem.
Grande Vegas casino refused to pay me 70 dollars.

I received a free $ 25 coupon from Grande Vegas Casino on my previous deposits. The coupon has a withdrawal limit of $ 180. I was not lucky. I have lost this coupon. According to casino rules, when less than one dollar is left on the account, the coupon rules cease to apply. All progress purchased in games is written off. Which is exactly what happened.
The system wrote off the coupon. I have 63 cents left on my account.Those 63 cents were allowed to withdraw.
I bet on this money. Please note on my last 63 cents. Which are not bound by any rules and obligations. I was lucky here. This last bet had a bonus. The prize game brought me $ 245.The managers of the Grande Vegas casino felt it was too much for me and decided to apply a coupon promotion to this win. I was paid only $ 180. The rest of the money did not immediately dare to write off, but returned to my account in the casino.
They probably wanted to see my reaction. Or somewhere deep down they realized that they were doing wrong

I made several bets on this money. And he put 70 dollars on the withdrawal. That was when he was refused.
My claim is $ 70, which I believe was debited in violation of casino rules

Question.
Why does the casino apply the rules of a coupon that has already been debited by the system?

Resolved